Associate Product Manager (Warranty and Service) Job at Firestone Building Products
Overview:
The Associate Product Manager – Warranty and Service (based in Nashville, TN) is a member of the Holcim Building Envelope (formerly Firestone Building Products) Marketing Digital team. We are accelerating our Customer Relationship Management (CRM) Transformation and the Associate Product Manager will play a critical role in redefining Warranty and Service functions within our Customer 360.
This amazing and enthusiastic individual will be responsible for building use cases, managing iterative development, and overseeing change management to ensure success. To achieve this, this individual will have a strong technical understanding, excellent product management skills, and the motivation to achieve results in a fast-paced environment.
This role is a great fit for someone who has Salesforce Service Cloud experience, a mature Agile mindset, and understandings how customer data and insights enable decisions and personalization across the customer journey.
Responsibilities:- Translate business needs into well-written user stories and acceptance criteria
- Consult business stakeholders to prioritize backlog and guide ongoing development
- Manage vendor relationships
- Recognize process areas of improvement and partner with stakeholders to implement recommendations
- Establish KPIs to measure and optimize customer engagement
- Align user stories across all regions so solution designs are globally scalable and flexible
- Unlock the value in historical warranty and service data to create new offerings and capabilities for our end customers
- Setup and administer HBE Digital & CRM JIRA and scrum boards so all development workstreams are well-run
- Partner closely with IT on enterprise architecture, technical design, and support
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Qualifications:
- BA/BS degree or equivalent work experience
- 3+ years’ experience in digital product management
- 3+ years’ experience delivering CRM solutions specifically Salesforce
- Experience with B2B and building products industry a plus
- Excellent communicator and creative thinker
- Strong technical and effective problem-solving skills
- Strong Analytical skills with an ability to use data in decision-making
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