Fantastic opportunity for a Product Manager to join our team based in our Customer Management Centre (CMC) in either Stafford or Widnes. As a Product Manager you will develop and manage the Product Portfolio for Management Information (MI) and Insight which combines a wide range of data sources from a range of different technologies supporting the Customer Management Centre, incl. telephony, digital channels, Customer Experience (CX), WFM and WFO.
The Product Team in the CMC plays a critical role in delivering technology solutions that enhance the experience for our customers and colleagues. We are seeking passionate people to define and deliver the roadmap for the products within the CMC product landscape - identifying and translating customer and business needs into workable solutions, and delivering value at pace.
What you need to do;
Develop the vision, strategy, roadmap and backlog for your product; ensuring alignment to business/divisional vision & goals, and our technology strategy
Take ownership of a product portfolio that is still only in its very early stages, but we’d like you to take it to the next level. This entails identifying the right infrastructure and software to enable consistent and reliable MI, BI and Customer Insight whilst increasing automation. Your innovative approach will remove the dependency on too much manual number crunching and sticky plasters to make it work.
Work closely with business stakeholders to create a product suite to enable us to interrogate our vast range of data sources to satisfy our curious minds.
Collaborate effectively with your team to break down complex pieces of work into smaller deliverable pieces of value; work with the team to write user stories and acceptance tests, provide leadership and direction on short-term tasks/near-term priorities.
Work with Senior Product Manager to define your capital budget, develop the benefit/investment case(s) for your product and manage allocated capital to execute your roadmap.
Manage end-to-end delivery of product iterations, prioritising work and making appropriate trade-offs to adapt to changing requirements/new learnings and deliver maximum value at pace – communicate progress, proactively manage risks & issues, escalating to Senior Product Manager where necessary.
Collaborate effectively with engineers, architects, data scientists, digital designers, other product teams and 3rd parties to launch new products/features - maximising re-use across the division/business.
What you need to know and show;
You’ll be an experienced Product Manager familiar with the Contact Centre market
Strong people skills with ability to communicate, engage and influence colleagues and stakeholders
Understanding and experience of software development practises, Agile planning & prioritisation skills
You will need to be comfortable with back end systems and products
The breadth of the role is relatively wide from a technical perspective so you’ll preferably have experience of developing/building/working with a wide range of data sources used in a Contact Centre environment including speech analytics, complaints, live chat/social media/e-mail and text analytics, customer satisfaction survey data, operational performance data, etc.
You’ll understand the process of creation, quality checking, analysis and reporting of insights from such data sources and you’ll have a good understanding of database infrastructure to support development of analysis/reporting/toolkit/outputs
Ability to develop and deliver a product roadmap that aligns with business goals, technology strategy and market knowledge and which prioritises delivery of value and enables future business agility
A strong technical grounding, comfortable having technical discussions with the teams
Engaging and motivating people with a variety of perspectives around the roadmap for your product; building long-term, collaborative engagement across the business and across different levels of seniority
Anticipating risks and associated implications, understand inter-dependencies, and facing into difficult conversations to define appropriate actions to mitigate/resolve issues
In addition to a competitive salary and an exciting working environment, other benefits include a holiday allowance which starts at 22 days per year (increasing with service), share save scheme, discretionary annual bonus, staff discount in the Argos/Habitat/Sainsbury’s stores and company pension scheme.
Argos is currently leading the way as a multi-channel digital retailer. With over 800 stores, one of the most visited websites in the UK and our Fast Track proposition, Argos currently is at the forefront of the retail world with a market leading proposition. Now Argos is part of Sainsbury’s there has never been a more exciting time to join the business. With so much opportunity now is the time to apply and start your new journey with us.