As the Customer Support Senior Product Manager your goal is to drive the technical and operational transformation of our Customer Support Centers in Chester and Cape Town, while championing the importance of the effective customer experience and engagement with our customers to reduce contacts and driving customer satisfaction.
Your role is to deliver exceptional customer experiences, and provide capabilities and services for our colleagues to drive efficiencies through the end-to-end product life cycle for all products customer contact types (including automation).
You will set the strategy across products for the area and create a roadmap and prioritized backlog of work to achieve the business goals. Set yearly/quarterly objectives and key results that you and your team(s) can measure.
What you'll do
* Support with shaping the product vision to influence business outcomes; balancing priorities motivated by customer needs, product health and industry trends. The mission is to collaborate across M&S to design and deliver desirable resilient and scalable customer support solutions. Management of a complex product area and supporting product managers and associate product managers within your area to the delivery of measurable value.
* Collaborate closely with partners aligning business, product and technical priorities to support the product direction and promote the product roadmap. Manage/support the backlog and prioritise new features. Define user stories, features and functionality that alleviates current pain points, drives efficiency and improves customer experience (for your squad)
* Partner with a multi-disciplinary squad (Analysts, Engineers and UX/UI Designers) through the Product Management lifecycle, ensuring success measures are defined and tracked and communicated. Support with the creation of business cases as required.
* Gain an understanding of DevOps processes, understanding the triage and resolution of major incidents and principles of operational success. Own/Support launch readiness with clear communication collaborating closely with all parties to ensure adoption
* Track industry developments and suggest innovation opportunities for your product to ensure M&S is best in class. Become proficient in experimentation techniques, user science tools and data analysis to validate ideas
Who you are
* An understand and interest in product management and customer needs. Able to organize and prioritise collaboratively across multiple disciplines.
* Analytical and logical approach to problem solving. Good communication skills with the ability to effectively communicate with cross functional teams.
* Awareness of Product delivery in an Agile software environment. Understanding of Product Health and performance.
* Experience within retail, operations and in product lifecycle management processes/ systems desirable but not essential.
* Experienced with product management tools and processes.
What's in it for you?
Working at M&S means being part of something bigger - helping to deliver quality, value and service to millions of customers every day. We're inclusive, fast-moving and always evolving, with a strong sense of purpose and a focus on doing the right thing.
Here are just a few of the benefits that make working here even more rewarding:
* 20% colleague discount on all M&S products and many third-party brands for you and someone in your household, available once you've completed your probation
* Competitive holiday allowance with the option to buy more
* Discretionary bonus schemes linked to your performance and ours
* Strong pension and life assurance to help plan for the future
* Tailored induction and training to support your development from day one
* Exclusive perks and savings through our M&S Choices portal
* Market-leading family policies, including parental, adoption and neonatal leave
* 24/7 wellbeing support, including virtual GP access and mental health services
* One paid volunteer day a year to support a cause that matters to you
Everyone's welcome
We are ambitious about the future of retail. We're disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We're transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.
We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
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