Job Overview

About the Company

Join AT&T and reimagine the communications and technologies that connect the world. Our Consumer Technology eXperience team delivers innovative and reliable technology solutions to power differentiated, simplified customer experiences. Bring your bold ideas and fearless risk-taking to redefine connectivity and transform how the world shares stories and experiences that matter. When you step into a career with AT&T, you won’t just imagine the future-you’ll create it.

About the Team

The AT&T Customer Connect Customer Messaging product team within the broader Consumer & Retail Solutions organization is transforming how and when we communicate with customers. Using Salesforce clouds, we are simplifying and integrating our employee and customer-facing experiences. We collaborate with a variety of business and technology stakeholders to define customer lifecycle experiences and how we use effective customer communications to help the customer throughout their journey.

The Customer Messaging team’s primary objectives are:

·Complete the implementation of the Salesforce Marketing Cloud

·Optimize and migrate all critical lifecycle communications to the new platform

·Drive significant improvements in CX and communication effectiveness through improved design, journey management, personalization, and integrated Salesforce experiences

About the Job

We are looking for you to help drive our Salesforce Contact Lifecycle Management transformation ensuring accountability to deliver on technology commitments. This includes heavy partnership within and external to the team. You know how to lead others and drive to results with peers and leaders alike. You have a certain finesse to handle technology and engineering teams but can face off to key stakeholders in other organizations.

You will develop and implement product strategy, roadmaps, and capabilities for digital experiences and communications that span email, SMS, and push notifications. You will be responsible for working with a variety of stakeholders and product managers to define and prioritize high impact epics and features related to customer communications. Additionally, this leader will work with application and enterprise architects to collaborate on technical solutions. The role will focus on marketing and transactional communications for all AT&T products including acquisition, order management, onboarding, account and service, billing, and support communications. You will have great product leader skills with a thorough understanding of customer needs and ensure the delivery of compelling customer experiences.

Responsibilities and Day-to-Day View

·All in a week's work you will span: Portfolio Management, Program Increment Planning across scrum teams & Release Management of production delivery of technology features

·Establishes and communicates the CLM product vision up, down, and across the organization

·Collaborates with diverse business stakeholder teams to develop product roadmaps

·Works with marketing, CX, and vendor partner teams to understand the business strategy and then translates that into features/requirements

·Works with architects to develop solution designs

·Ongoing management, grooming, and prioritization of the EPIC backlog

·Leads feature refinement with stakeholders and product managers

·Identifies dependencies and associated commitments with internal and external product teams

·Works hand-in-hand with product delivery counterparts to seamlessly pass work into the delivery team

·Actively learns the domain and ultimately becomes a resident expert

·Owns and drives achievement of domain specific KPIs

Qualifications

·8+ years of product management experience (or equivalent) with proven track record of managing all aspects of a successful product throughout its lifecycle

·Strategy development, particularly in the digital arena (.com, app, comms, agent tools)

·Delivering software capabilities via agile methodologies

·Data and system integrations

·Customer lifecycle management, customer journeys, and CX design

·Product roadmap assessment and planning

·Gathering and authoring business features/requirements

·Experience in working with both the business and technical teams, coordinating/leading solution design, development/configuration, and deployment across multi-dimensional teams

·Experience with Salesforce Marketing Cloud (ExactTarget), Oracle Responsys, or other similar customer communication platforms

·3+ years of leading cross-functional or matrix teams

·Solid technical background with understanding and/or experience in software development, web technologies and customer communications such as email, SMS and push notification

·Experience working within agile development methodologies

·Strong analytical skills and the ability to convert consumer insights and performance data into high impact product initiatives

·Excellent written and verbal communication skills with demonstrated ability to present complex information in a clear manner to peers, developers, and senior leaders

·Adaptable and comfortable operating in a fast paced environment

Preferred Qualifications

·Master’s degree in marketing, Computer Science, Information Systems, or related field

·Bachelor’s degree or equivalent work experience in Marketing, Computer Science, Information Systems, or related field

·Strong knowledge of the wireless and broadband customer lifecycle

·Salesforce certifications

·Experience in a retail, Call Centers, or AT&T consumer business operations

Our Principal Product Management & Developments earn between $141,300 - $211,900. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Joining our team comes with amazing perks and benefits:

·Medical/Dental/Vision coverage

·401(k) plan

·Tuition reimbursement program

·Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)

·Paid Parental Leave

·Paid Caregiver Leave

·Additional sick leave beyond what state and local law require may be available but is unprotected

·Adoption Reimbursement

·Disability Benefits (short term and long term)

·Life and Accidental Death Insurance

·Supplemental benefit programs: critical illness/accident hospital indemnity/group legal

·Employee Assistance Programs (EAP)

·Extensive employee wellness programs

·Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

AT&T is leading the way to the future – for customers, businesses, and industry. We're developing new technologies to make it easier for our customers to stay connected to their world. Together, we’ve built a premier integrated communications and entertainment company and an amazing place to work and grow. Team up with industry innovators every time you walk into work, creating the world you always imagined. Ready to #transformdigital with us? Apply now!