Product & Process Manager / Scrum Master
Fetchr
Total des années d'expérience :14 years, 8 Mois
1. Determine customers' needs and desires by specifying the research needed to obtain market information.
2. Recommend the nature and scope of present and future product lines by reviewing product specifications
and requirements; appraising new product ideas and/or product or packaging changes.
3. Obtain product market share by working with sales director to develop product sales strategies.
4. Provide information for management by preparing short-term and long-term product sales forecasts and special reports and analyses; answering questions and requests.
5. Complete operational requirements by scheduling and assigning employees; following up on work results.
6. Maintain professional and technical knowledge by attending educational workshops; reviewing
professional publications; establishing personal networks; participating in professional societies.
7. Gain a deep understanding of customer experience, identify and fill product gaps and generate new ideas that grow market share, improve customer experience and drive growth
8. Create buy-in for the product vision both internally and with key external partners
9. Develop product pricing and positioning strategies
10. Translate product strategy into detailed requirements and prototypes
11. Scope and prioritize activities based on business and customer impact
12. Work closely with engineering teams to deliver with quick time-to-market and optimal resources
13. Drive product launches including working with public relations team, executives, and other product
management team members
14. Evaluate promotional plans to ensure that they are consistent with product line strategy and that the
message is effectively conveyed
15. Act as a product evangelist to build awareness and understanding
16. Represent the company by visiting customers to solicit feedback on company products and services
1. Maintains a pay plan by conducting periodic pay surveys; scheduling and conducting job evaluations;
preparing pay budgets; monitoring and scheduling individual pay actions; recommending, planning, and implementing pay structure revisions.
2. Ensures planning, monitoring, and appraisal of employee work results by training managers to coach and discipline employees; scheduling management conferences with employees; hearing and resolving employee grievances; counselling employees and supervisors.
3. Maintains employee benefits programs and informs employees of benefits by studying and assessing benefit needs and trends; recommending benefit programs to management; directing the processing of benefit claims; obtaining and evaluating benefit contract bids; awarding benefit contracts; designing and conducting educational programs on benefit programs.
4. Ensures legal compliance by monitoring and implementing applicable human resource federal and state requirements; conducting investigations; maintaining records; representing the organization at hearings.
5. Maintains management guidelines by preparing, updating, and recommending human resource policies and procedures.
6. Maintains historical human resource records by designing a filing and retrieval system; keeping past and current records.
7. Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
8. Completes human resource operational requirements by scheduling and assigning employees; following up on work results.
9. Maintains human resource staff by recruiting, selecting, orienting, and training employees.
10. Maintains human resource staff job results by counseling and disciplining employees; planning, monitoring, and appraising job results.
11. Contributes to team effort by accomplishing related results as needed.
Job tasks and responsibilities are:
1. Determining, negotiating and agreeing in-house quality procedures, standards and/or specifications
2. Assessing customer requirements and ensuring that these are met.
3. Setting customer service standards.
4. Specifying quality requirements of tools and data intakes from client side.
5. Ensuring that processes comply with standards at both national and international level.
6. Working with operating staff to establish procedures, standards, and systems.
7. Writing management/technical reports and customers’ charters.
8. Determining training needs.
9. Acting as a catalyst for change and improvement in performance/quality.
10. Directing objectives to maximise profitability.
11. Recording, analysing and distributing statistical information.
12. Monitoring performance.
13. Developed brand strategy and statistics systems.
14. Drafting privacy policies and structuring business action plans.
15. Comprehensive database management.
16. Participates in design of call monitoring formats and quality standards.
17. Bringing together staff of different disciplines and driving the group to formulate and agree on comprehensive quality procedures.
18. Setting up and maintaining controls and documentation.
19. Supervising the programme of internal auditing.
20. Supervising the programme of continual improvement to product or services.
21. Acting as key contact with customers' auditors and being responsible for ensuring the execution of corrective actions and ongoing compliance with customers' specifications.
Tasks and responsibilities:
1. Participates in design of call monitoring formats and quality standards.
2. Performs call monitoring and provides trend data to site management team.
3. Uses quality monitoring data management system to compile and track performance at team and individual level.
4. Monitors email customer contacts.
5. Participates in customer and client listening programs to identify customer needs and expectations.
6. Provides actionable data to various internal support groups as needed.
7. Coordinates and facilitates call calibration sessions for call center staff.
8. Provides feedback to call center team leaders and managers.
9. Prepares and analyzes internal and external quality reports for management staff review.
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