Our client is looking for a highly qualified and influential Technical Product Data Manager to be a part of their router quality program to weed out and identify negative customer experiences across their wifi products, use the data to create a story, motivate the organization to fix the issues creating negative customer experiences.
The ideal candidate will have experience with data and products in the Telecom space. This candidate will be supporting a team that provides data insights that help create a quality customer service program. This individual should be a problem solver, solution oriented, data driven, can put themselves in the customers shoes, and be able to communicate and present effectively and confidently to high level executives.
Project Details:
Taking the combined efforts of the teams data analytics / insights, drawing clear parallels between router performance data and customer experience, and driving organizational change to improve the customers wifi experience from Executive leadership downward.
Must Have Skills:
Leadership Experience: previous Manager or Director level experience
Data Science and Data Modeling experience/background
Ability to analyze data, create a story, present that story, and drive a solution using the data using PowerPoint, Excel, etc.
Looking for "transformational leadership" experience, being influential and motivating
Must be able to take their teams data findings, visualize into a digestible presentations, and present it to their executive leadership in order influence organizational-wide decision making and change
Proven ability to make a large impact in the company using data to increase customer experience and/or decrease cost
Knows how to fundamentally improve a product based on customer experience data
Must know how to transform data they have to make a convincing case from product perspective
AI/ML/Data Modeling experience
Troubleshooting experience
AWS, S3, variations of AWS
Tableau or Power Bi
Python
Snowflake
MS Suite: excel, pivot tables, powerpoint
General telecom experience
Day to day responsibilities:
Finding data anomalies, understanding the structure of the data, creating processes or algorithms to seek out the bad customer experiences and reasons for that
Translating Wi-Fi data into what it means for the customer
Going through the numbers, pulling the data from various sources, understanding the formats to use and function (excel for instance, but they are open to whatever tool the consultant prefers to do this)
Ability to use presentation programs, can tell a story with data to leadership and other teams
Working with product managers & engineers, defect management of staff, understanding the anomalies in the data to gather bad customer experiences on their products, help them focus on what needs to be fixed
Specifically geared towards gaining deep knowledge in setting up a geographically visible quality boards - where they can track customer experience across their products and networks within their customer locations
Can pull telemetry on a specific house in a particular timeframe
Needs to be able to troubleshoot, find a solution, and present on it