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Summary:
At NRG Energy, we are dedicated to revolutionizing customer experience through innovative technology solutions. As a leading provider of retail energy, we prioritize seamless interactions and unparalleled customer satisfaction. Our commitment to excellence drives us to seek a dynamic and experienced Product Manager to lead the evolution and enhancement of our Nice CXOne software suite. We are seeking a passionate and strategic-minded Product Manager specializing in Nice CXOne software. This individual will be responsible for driving the product vision, strategy, and roadmap to ensure that our software remains cutting-edge and aligned with the evolving needs of our customers and the market.
Essential Duties/Responsibilities:
Product Strategy: Develop and execute a comprehensive product strategy for Nice CXOne in alignment with company goals, business unit needs, and market trends. Ensure that proposed features align with the overarching strategic goals of the company and the product roadmap for Nice CXOne. Help articulate how these features contribute to long-term business growth and customer satisfaction.
Stakeholder Alignment: Engage with stakeholders, including internal teams, customers, and industry experts, to gather input and insights on enhancement requests. Collaborate closely with stakeholders to understand their needs, validate requirements, and advocate for prioritization based on strategic objectives.
Roadmap Planning: Define and prioritize features and enhancements through a clear roadmap, considering customer feedback industry best practices, and technological advancements. Works with business users to translate product roadmap features into well-defined product requirements including features, user stories, and acceptance test criteria.
Roadmap Refinement: Regularly refine the product roadmap based on the prioritization of enhancement requests, ensuring that it reflects evolving market demands, technological advancements, and customer feedback. Communicate the roadmap effectively across the organization to align teams and stakeholders.
Cross-functional Collaboration: Collaborate closely with cross-functional teams including technology teams (telecom, web, API, security, infrastructure, SAP, and third-party vendors, etc), and the various business users to ensure alignment and successful execution of the product roadmap.
Market Analysis: Conduct market research, competitive analysis, and stay abreast of industry trends to identify opportunities for product innovation and differentiation.
Customer-Focus: Engage with internal and external customers, gather feedback, and analyze user behavior to understand needs and pain points, driving improvements and new feature development.
Product Launch & Adoption: Lead successful product launches by working closely with the various business users to develop execution strategies and ensure successful adoption.
Release Planning: Contribute to release planning by defining feature sets, milestones, and timelines for upcoming product enhancements. Coordinate closely with development, QA, and release management teams to ensure smooth and successful launches.
Performance Tracking: Establish key performance indicators (KPIs) and regularly analyze product performance, making data-driven decisions to optimize user experience and product success.
Continuous Improvement: Establish a feedback mechanism to gather post-launch insights, monitor user feedback, and track the performance of implemented enhancements. Use this feedback loop to iterate and improve future upgrade planning and backlog prioritization. Develop a structured approach that aims to foster innovation, efficiency, and excellence by consistently seeking opportunities for enhancement and refinement in all aspects of operations.
Product Upgrade Tracking: Stay abreast of product upgrade launches, new feature releases, and updates within the Nice CXOne ecosystem. Continuously evaluate these upgrades against current product offerings, identifying opportunities for integration to enhance the software's functionality and competitiveness.
Backlog Prioritization: Manage and prioritize the backlog of enhancement requests, feature improvements, and bug fixes for Nice CXOne. Utilize a data-driven approach, considering customer feedback, strategic business goals, and financial justification to determine priority levels and ensure alignment with the product roadmap.
Financial Justification: Aid business users in quantifying the financial implications of proposed features, including cost estimates, revenue projections, and potential cost savings or efficiency gains.
Vendor Management: Oversee relationships with vendors or third-party service providers associated with the Nice CXOne software. Ensure vendor compliance with contractual terms, service level agreements (SLAs), and performance metrics.
Audit & Documentation: Conduct monthly audits of contracts, invoices, and vendor agreements to ensure accuracy, completeness, and compliance. Maintain detailed documentation of contract terms, amendments, and financial records.
Invoice Validation & Oversight: Work closely with finance, business units, and procurement teams to validate invoices related to Nice CXOne software services. Verify billing accuracy, cross-check against contractual terms, and resolve discrepancies or issues in a timely manner.
Perform other duties as assigned.
Education:
Bachelor's degree in Business, Computer Science, Engineering, or related field (Master's degree preferred).
Experience:
Proven experience (5 years) in Product Management, Product Owner, or Project Management, preferably in the software industry, with a focus on customer experience solutions.
Service Industry experience is preferred (retail electricity, mortgage, insurance, credit card, internet, telephone, and delivery services).
Prior experience in working collaboratively with cross-functional teams is required.
Established background in launching software or services in partnership with IT teams and high degree of proficiency in prototyping, iterative development.
Experience with procurement and expense management preferred.
Additional Knowledge, Skills and Abilities:
Deep understanding of contact center technologies and familiarity with related software and tools. Preferred experience particularly with Nice CXOne.
Strong analytical skills with the ability to interpret data/trends and translate them into actionable insights.
Exceptional communication and leadership abilities, with a track record of effectively collaborating across teams and influencing stakeholders at various levels; ability to command a presence.
Excellent presentation skills to effectively communicate product vision, strategies, and updates to diverse audiences, including executive stakeholders, clients, and internal teams.
Strategic thinker with a customer-centric approach, capable of balancing business needs, technical requirements, and user experience.
Ability to thrive in a fast-paced, dynamic environment, demonstrating flexibility and adaptability to changing priorities and market demands.
Proven ability to navigate and lead through change, implementing new features, updates, or processes within an organization.
Proactive, self-starter with excellent project management skills and ability to manage multiple tasks effectively.
Knowledge in both Agile and waterfall project management methods preferred.
Experience providing product demos and engaging customers and stakeholders to elicit feedback on product usability.
Familiarity with API concepts and the ability to work closely with development teams to understand API functionalities, enabling seamless integration with other software systems.
Strong critical thinking and problem-solving abilities to address complex challenges, identify solutions, and make decisions that benefit both the product and the customer.
High degree of organization, individual initiative, and personal accountability.
Teamwork and cross-functional leadership skills.
Problem definition and solving skills.
Willingness and ability to work in an environment of uncertainty.
A passion for new technology and customer experience.
Physical Requirements:
Extended Sitting: Ability to sit for extended periods, maintaining focus and productivity while working at a desk or workstation.
Ergonomic Workspace: Familiarity with ergonomic principles and the ability to set up a comfortable and efficient workspace, including an adjustable chair, proper desk height, and adequate lighting to minimize strain.
Computer Use: Proficiency in using a computer, keyboard, and other office equipment for extended periods with appropriate breaks to avoid eye strain or repetitive strain injuries (RSIs).
Internet Connectivity: Reliable high-speed internet access to facilitate virtual work, including video calls, online collaboration, and access to necessary software tools.
Communication Equipment: Access to and proficiency in using communication tools such as headphones, microphone, webcam, and relevant software for virtual meetings and collaboration.
Working Conditions:
Primarily a remote office position; may require in-person attendance in the Houston office on a regular cadence.
Some overtime required as special projects arise.
Use of camera in meetings is required.
Periodic travel may be necessary.
NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills. Official description on file with Talent.
