Customer Service Analyst analyzing contact center data for Uline's operations. Delivering actionable insights to improve customer service across North America.
About the role
- Senior Product Manager driving digital customer experience strategies and product lifecycle for CVS Health. Leveraging AI technologies to enhance customer insights and team leadership.
Responsibilities
- Define and drive the product vision, strategy, and roadmap for our digital twin and customer simulation capabilities, ensuring alignment with enterprise business goals and customer experience objectives.
- Oversee the entire product lifecycle from ideation, requirements gathering, and prototyping through to development, testing, launch, and iteration.
- Lead, mentor, and develop a high-performing team of product and research professionals, fostering a culture of innovation, expertise, and continuous improvement.
- Partner with key stakeholders across the organization to align product strategies, manage resources, and facilitate effective collaboration to drive product success and customer satisfaction.
- Oversee the operational health and ongoing success of the platform.
- Manage the relationship with technology vendors to ensure stability, resolve issues, and co-develop future enhancements.
- Champion evidence-based decision-making by analyzing platform data, monitoring the competitive landscape, and effectively communicating product performance and strategic recommendations to senior leadership.
- Deliver innovative solutions that integrate seamlessly with existing technologies while ensuring strict compliance with regulatory, safety, quality, and confidentiality standards.
- Create and implement repeatable frameworks and processes to operationalize insights, maximize ROI, and enhance brand visibility through data-driven storytelling.
Requirements
- 5+ years of experience leading research agendas, conducting qualitative/quantitative research, and translating insights into product action.
- 4+ years of experience developing, maintaining, and executing against strategic product roadmaps.
- 3+ years of experience in product management, overseeing the full product lifecycle (SDLC) from concept to launch.
- 2+ years of experience with vendor management, including contract negotiation and performance management.
- 2+ years of experience driving continuous process improvement initiatives.
- Proven ability to lead change management efforts and drive adoption of new technologies and processes.
- 3+ years of experience building and leading high-performing teams. (Preferred)
- 3+ years of dedicated change management experience. (Preferred)
- A keen understanding of the Artificial Intelligence landscape and emerging industry trends, with a track record of applying new technologies to solve business problems. (Preferred)
- Experience in the healthcare industry, with an understanding of customer journeys and needs. (Preferred)
- Strong business intelligence and data analysis skills. (Preferred)
- Certification in Product Management (e.g., CPM) or process improvement (e.g., Six Sigma). (Preferred)
Benefits
- Affordable medical plan options
- 401(k) plan (including matching company contributions)
- Employee stock purchase plan
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
- Paid time off
- Flexible work schedules
- Family leave
- Dependent care resources
- Colleague assistance programs
- Tuition assistance
- Retiree medical access and many other benefits depending on eligibility.
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Werkstudent:in working on customer service communication across various channels for infinit.cx. Involvement in real customer projects and learning about CCaaS and CX skills.
Werkstudent:in working on customer service projects using Sprinklr CCaaS. Collaborating with teams to enhance customer communication experiences and service processes.
Customer Support Representative assisting clients at Vaudoise in Dübendorf, preparing offers and handling correspondence. Engaging with clients over the phone within a cooperative work environment.
Sr. Customer Service Representative at Motion managing customer inquiries and orders. Developing relationships with customers and providing guidance to junior staff.
Customer Care Team Leader driving efficient customer experiences while leading a high - performing Customer Care team. Collaborating across departments to meet operational goals in Madrid, Spain.
Supports sales with pricing and deal governance navigation while managing order bookings. Assists presales organization to focus on customer facing interactions through internal process management.
Business Support Specialist supporting various tasks at Mapon, a B2B fleet management provider in Ireland. Involves finance administration, warehouse coordination, and cross - functional collaboration.
Customer Support & Logistics Coordinator at VIDARA Group, ensuring effective order processing and communication with clients and logistics partners. Focused on optimizing processes and compliance within the food and animal feed sectors.
Product Support Specialist supporting Stryker products associated with Joint Replacement procedures. Engage with clinical customers and manage training and business support for best - in - class service.