eTeam, Inc.

Compensation

Full Description

Job Title: Senior Product Manager Location: Remote Duration: 12 Months Position Overview: We are seeking an experienced Senior Product Manager to lead our personalization strategy across multiple customer touchpoints. This role will drive the development and optimization of personalized experiences that seamlessly connect web, mobile, email, and call center interactions (and more) to deliver cohesive, relevant customer journeys at scale. Key Responsibilities: Strategic Leadership • Define and execute the product vision for personalization across omni-channel experiences, ensuring consistent messaging and experience delivery regardless of customer touchpoint • Develop comprehensive personalization roadmaps that align with business objectives and customer needs • Partner with leadership to establish personalization KPIs and success metrics that drive measurable business impact Cross-Channel Experience Design • Lead the design of unified customer experiences that leverage behavioral data, preferences, and context across web, mobile app, email campaigns, and call center interactions • Ensure personalization engines deliver relevant content, product recommendations, and messaging that adapts based on customer journey stage and channel preferences • Collaborate with UX/UI teams to create intuitive, personalized interfaces that enhance customer engagement and conversion rates Product Development & Management • Own the product lifecycle for personalization platforms, machine learning algorithms, and customer data integration systems • Work closely with engineering teams to implement scalable personalization solutions that can handle enterprise-level traffic and data volumes • Manage technical requirements for real-time personalization engines, A/B testing frameworks, and customer segmentation tools Data-Driven Decision Making • Analyze customer behavior patterns, engagement metrics, and conversion data to identify personalization opportunities and measure success • Establish testing methodologies to continuously optimize personalized experiences and validate new features • Partner with data science teams to enhance machine learning models that power recommendation engines and predictive analytics Stakeholder Collaboration • Work closely with marketing, sales, customer service, and IT teams to ensure personalization initiatives align with broader customer experience strategies • Coordinate with call center operations to ensure agents have access to customer personalization insights for enhanced service delivery • Collaborate with legal and compliance teams to ensure all personalization efforts meet privacy regulations and data protection standards Required Qualifications: • Bachelor's degree in Business, Marketing, Computer Science, or related field; MBA preferred • 8+ years of product management experience with at least 3 years focused on personalization, customer experience, or digital marketing technologies • Proven track record of successfully launching and scaling personalization products across multiple channels • Deep understanding of customer data platforms, marketing automation tools, and personalization technologies • Experience with A/B testing methodologies, analytics platforms, and performance measurement frameworks • Strong technical acumen with ability to work effectively with engineering and data science teams • Understanding of business value related to features and functions • Outstanding communication, presentation, and leadership skills • Sharp analytical and problem-solving skills to overcome obstacles and challenges • Ability to effectively manage conflicting needs of stakeholders • High accountability to ensure the product is delivered flawlessly Preferred Qualifications: • Experience in financial services, retail, or other customer-centric industries • Knowledge of machine learning applications in personalization and recommendation systems • Familiarity with privacy regulations such as GDPR, CCPA, and their impact on personalization strategies • Previous experience managing products that integrate with call center technologies and customer service platforms • Demonstrated success in driving measurable improvements in customer engagement and conversion metrics Success Metrics: • Increase in customer engagement rates across all channels • Improvement in conversion rates and revenue per customer • Enhanced customer satisfaction scores and Net Promoter Score • Successful delivery of personalization features on time and within budget • Growth in cross-channel customer retention and lifetime value • This role offers the opportunity to shape how customers experience our brand across every interaction, using cutting-edge technology and data insights to create meaningful, personalized connections that drive both customer satisfaction and business growth.