Product Manager, Digital Member Experience - Arlington, United States - NACD (National Association of Corporate Directors)

Description

Summary

This is a newly created mission-critical position.

The Product Manager, Digital Member Experience will determine and oversee the delivery of the strategy and roadmap for digital membership products to achieve both customer (members and users) outcomes and their organizations financial objectives.

The membership product manager will effectively be the voice of the customer in the product.

The product managers responsibilities include discovery and prioritization of customer and market problems to solve, and validation of potential solutions to those problems.

They continuously use data to empower decision making and inform product direction in ways that build toward positive business outcomes for the organization and its customers.

The Product Manager is a key staff member who effectively integrates, motivates, and builds relationships with and between team members, key stakeholders, customers, executives, and other individuals or organizations involved with the end-to-end product life cycle.

Through ongoing customer interaction and collaboration with engineering/development, business and financial stakeholders, product managers set priorities, guide and support development and operational activities, and provide direction and oversight to product teams.

They will also coach and train product owners in support of NACDs product management maturity goals.

This position has a dotted-line relationship with the leader of the digital product management function within Digital, Technology, Solutions, and Innovation (DTSI) as the oversight of the digital product management framework.

INITIAL FOCUS
The incoming product manager will be focused on the following in the near term:

Delivery of the Corporate Membership Management Portal product
Salesforce optimization
Email delivery tools for workflow management

Essential Duties And Responsibilities

Formulate Product Strategy and Guide Execution

Understand and own digital touch strategies for onboarding, adoption, engagement, and retention of members.
Identify opportunities for process improvement and automation to streamline digital engagement activities.

Partner with Member Engagement and Business Development team to prioritize programs requested by business units and take the lead in overseeing the complete development of these programs.

Discovery of valuable problems to solve and validate potential solutions with customers and the market.
Develop a deep understanding of business goals and processes to inform product priorities and improvement recommendations.
Lead product strategy, planning, and life cycle management efforts to support the ongoing evolution and innovation of the product.
Monitor business, market, and technology trends and competitive intelligence to inform product strategy and proactively propose innovative solutions.
Contribute to translating desired business outcomes into actionable products and technical requirements.
Work with sales, finance, and marketing to define pricing and packaging strategy and guidelines.

Manage Product Performance

Continuously monitor, evaluate, and optimize product performance, including sales and usage metrics, to monitor product health and make maintain/refresh/retirement recommendations and decisions.

Define, track, and communicate relevant KPIs for the products to measure performance and contribution to business goals and strategy.
Proactively support the identification and resolution of blockers (including technical and resourcing) to achieve product business objectives.

Manage product investment decision making and the overall financial performance of the product, taking a return-on-investment approach to increasing the value while minimizing product costs.

Propose relative funding of development and maintenance of these products.

Build and Maintain Relationships

Regularly communicate with product stakeholders and develop strong relationships to surface, balance and prioritize feedback from the member engagement team and business development team.

Build a close working relationship and empower the Product Owner to make appropriate decisions relating to product development but provide clear guidance and setting guardrails to operate within.

Propose relative funding of development and maintenance (inclusive of support) of these products.

Subject Matter Expertise and Coaching

Guide and empower the product engineering team to scope, plan and deliver work, applying established delivery methodologies (e.g., agile methods) and best practices (e.g., reusability).

Performs other duties as assigned

Education/Qualifications

A bachelors degree in business, computer science, management information systems or a related field of study, or equivalent experience. Five to seven years of experience in product management or related experience. Strong people skills; able to build strong relationships and collaboration across diverse and matrixed stakeholders and customers. Ability to facilitate difficult discussions, prioritization of competing interests, managing both strategic and tactical interests. Ability to surface, prioritize and balance multiple stakeholder priorities. Experience of design thinking principles and customer experience design.


A high degree of empathy:
An ability to align and relate to the customers. Ability to juggle multiple priorities and make things happen in a fast-paced, dynamic environment. Excellent problem-solving and analytical skills, including experience leveraging data to inform decision. Expertise in strategic thinking and strong business acumen. Domain expertise in the applicable industry vertical business processes or industry applications. Strong experience in researching and understanding both market and customer needs. Demonstrated success in defining and building digital products. Familiarity with customer relationship management (CRM) and communication campaign tools. Demonstrated ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing. Strong project management skills to manage multiple projects and deadlines simultaneously. Demonstrated experience incubating and commercializing innovative ideas. Curious and able to deal with uncertainty.

Organizationally savvy, with situational and contextual intelligence of the political climate of the enterprise and how to navigate obstacles and politics.

Excellent written, verbal, communication, and presentation skills with the ability to articulate ideas and concepts to technical and nontechnical audiences.

This position description summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be required to perform these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.

NACD employees are required to be fully vaccinated for the COVID-19 virus by their first day of employment.

An employee is fully vaccinated two weeks after receiving their second dose of a two-dose vaccination series or two weeks after the first shot of a single-dose vaccine (or as described by the vaccine manufacturer).

The salary/hourly range for this position is $100,000-$110,000 plus bonus potential. Compensation is based on several factors including but not limited to education, work experience, certifications, etc.
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