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Product Development Specialist - Service & Technology Development - 13001

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Date: 03-Apr-2021

Location: Pune, India

Company: Tata Communications

Job Summary

At Tata Communications, our mission is to power the future of communications. We believe that communication should be at the heart of every product and customer experience. As the product manager, Self-Service you will own the development and management of the Tata Comm’s Cloud Comm Portfolio self-service experience for our Customers across a portfolio of offerings, including in-product messaging, Support and Success websites, enablement campaigns, and internal content systems.

 

Your deep understanding of our Cloud Comm platform and our Customers will empower you to design self-service experiences that reduce friction throughout the customer journey and drive adoption.  You will partner with our post-sales stakeholders and content specialists, to ensure that we’re delivering impactful content, at the right time, to the right personas.

Responsibilities

  • Work with cross-functional stakeholders to define strategy across our portfolio of one-to-many programs with direct ownership of in-product help and the Support website.
  • Define goals and success metrics for the overall self-service experience.
  • Develop and manage roadmaps towards launch of new and/or improved self-service.
  • Partner with internal operations leaders to enable integrated workflows across systems.
  • Develop proactive messaging and alerts to notify Customers of potential issues, new releases, and best practices.
  • Facilitate Tata Comm’s Post-Sale Content Committee, a cross-functional steering committee to drive alignment on use cases, modalities, messaging, and requirements.
  • Partner with Marketing to ensure branding and messaging for self-service offerings are aligned across experiences.
  • Implement review and approval process for Customer-facing assets.
  • Partner with Success Insights Leader to measure impact on user behavior to influence overall strategy.
  • Provide stakeholder readouts on overall impact and recommended areas for investment.
  • Prioritize post-sales rep and customer feedback to continuously iterate on the self-service customer journey.
  • Drive an overall reduction in basic Support contacts and improve delivery and resolution time for complex issues.

Skill / Experience Requirements

  1. 5 years’ experience with products in the real-time media, telecommunications, corporate telecom, contact center or unified communications space.
  2. Experience managing cloud-based developer facing products such as API services, application deployment platforms or developer tools.
  3. 5 years’ experience in program or product management implementing self-service or one to many customer solutions.
  4. 2 Years’ experience in website management and usage of web monitoring tools such as Google Analytics, Optimizely, Siteimprove
  5. Experience developing in-product workflows with Pendo, WalkMe, or other messaging platforms.
  6. UI/UX for customer-facing properties and understanding of Customer Experience design principles.
  7. Ability to break down ambiguous problems into concrete, manageable components and execute optimal solutions.
  8. Ability to lead through influence and build trust across Success stakeholders.
  9. Ability to understand deep technical aspects of a product and educate others using simplified explanations.
  10. Ability to create measurable customer experiences and their impact on the business.
  11. Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance.
  12. Excellent communication and interpersonal skills, ability to be personable yet persistent.
  13. Highly entrepreneurial and comfortable working in a fast-paced environment with minimal guidance
  14. Working knowledge of modern web technologies including cloud computing-based APIs and protocols (REST, JSON).
  15. Excellent customer engagement skills and communication skills across all audiences
  16. Fluency in English (written and verbal)


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