Manager, Digital Products
Broadbase Human Resources, Canada
Job Description
Reporting to the Manager, Digital Experiences, the Manager, Digital Experiences Products will be responsible for the development, maintenance and continuous improvement of high-quality, customer-centric digital products for customers. The Manager will direct the development and on-going management of the customer experience products that are delivered via channels such as web and mobile. The Manager will develop an annual work plan, allocate and oversee resources, manage vendors, and maintain product roadmaps to ensure product currency and to inform future planning. The Manager will assume overall responsibility for new product development by working closely with the Enterprise Project Management Office (ePMO) and/or Service Leads. They will oversee requests for enhancements, manage incidents, ensure service level agreements (SLAs) are met and be accountable for the daily operations of the Digital Experiences Products team as they build and deliver projects and execute operational plans. The Manager will provide direction to and collaborate with business partners and the digital technologies team to enable the best solutions to meet business needs.
Product Development
- Directs the execution of processes to drive the conception, research, design, development and delivery of digital products
- Provides direction on key decisions for product design amp; development, integration, testing, and transition to maintenance
- Oversees the collection and analysis of feedback from customers, stakeholders and other teams to produce product requirements documents (PRDs) that define requirements, features and end products
- Manages assigned projects through the application of agile methodologies to ensure products and releases are launched correctly and on schedule
- Ensures business requirements are met and that digital products are scalable to future needs and aligned with strategic plans
- Leads resolution of projects and development issues
- Ensures products are aligned with the Digital Strategy as well as Enterprise Architecture and Security directions
- As required, provides input into enterprise project management process; including but not limited to opportunity requests, business case creation, project charter and budget development
Product Management and Support
- Leads the yearly review of the product portfolio, as part of Product Life Cycle management to ensure relevancy and currency and to identify enhancement, redesign and/or refresh opportunities, etc.
- Provides input to the yearly business planning process and future potential projects
- Manage the execution of product roadmaps while building consensus on prioritization
- Provides direction on reprioritization of the work efficiently based on changing business direction
- Oversees planning and execution of product changes, including technical requirements and product roll-out strategies
- Ensures collaboration between the Digital Experience Technologies team, Enterprise Technology, QA and business stakeholders to ensure services and enhancements are developed from a customer perspective
- Leads business/stakeholder meetings to ensure support processes, enhancements and roadmaps are aligned with business needs
- Provides direction and assumes overall accountability for the successful delivery of the approved products
- Ensures achievement of key performance indicators and develops improvement plans if required
- Has accountability for applicable vendor relationships, adhering to budgets and ensuring SLAs are met
- Oversees risk management practices
- Defines business continuity and disaster recovery plans for area of responsibility
- Oversees operational activities to ensure compliance with enterprise, industry, and government standards and practices
- Other duties as assigned by the manage
People Leadership
- Hires new staff, transfers, promotes, approves wage increases and confirms performance evaluations. Recruit and manage contract resources as required
- Disciplines, terminates, participates in grievance procedures and administers collective agreements as required
- Ensures training and development of staff to optimize quality of work and service delivery
- Ensures appropriate staffing levels are maintained (approving/rejecting vacation requests)
- Communicates frequently with staff on a wide variety of topics, develops staff, coaches for quality service, and manages performance
- Recruits and manages contract resources as required Partner amp; Stakeholder Relationship Management
- Participates in various committees and project teams to ensure ongoing input and review of business direction, ensuring alignment of technology roadmaps with current and future needs
- Drives