Product Manager at Kforce Inc in Stamford, Connecticut

Job Description:

RESPONSIBILITIES:

Kforce is immediately seeking an experienced Product Manager in support of our enterprise telecommunications and mass media client based in Stamford, CT.

Summary:
The team's role is to identify and remove friction points in the customer experience across all channels (Web, App, IVR, IVA, Digital Communications). The focus is on the end-to-end repair journey which covers outages, troubleshooting of equipment, and appointment management. The process includes journey mapping, call data analysis, call listening, Voice of Customer analysis, and building strong relationships with partners in call centers, field operations, and product development.

This role is to help with writing business requirements for the digital channels as it relates to the journeys of troubleshooting, appointments, and outages. In addition, the Product Manager will design journey maps and create business cases on gaps in customer experience.

REQUIREMENTS:

• Prior Business Analyst and Product Owner experience- need to know how to write requirements and focus on the customer experience from a product standpoint


• Requirements/documentation and communicating with business and tech teams


• Understanding of QA


• Deep experience with product lifecycle


• JIRA


• Microsoft Office - PowerPoint and Excel


• Ability to identify risk (example: if there is a QA issue this person needs to know how it will impact timelines)

Nice to have:

• Digital, telecom, or outage experience

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless
and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

By clicking "Apply Today" you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.

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