CapMetro
Manager, Technical Product Management - Customer Experience
CapMetro, Austin, Texas, us, 78716
Job Description
As the Manager, Technical Product Management - Customer Experience, you'll oversee product strategy, development, and performance for CapMetro's tech systems. You'll collaborate with stakeholders to understand customer needs and ensure our technology solutions deliver exceptional experiences. Your leadership will drive innovation and continuous improvement to enhance customer satisfaction.
WHO WE'RE LOOKING FOR
The Manager, Technical Product Management - Customer Experience reports to the Director, Product Management. This position is responsible for directing business and technical stakeholders in the product strategy, roadmap and prioritization, product development, and performance tracking and ongoing improvement of one or more business areas. This position will work closely with users and understand the business implications of CapMetro's technology systems. This role will provide customer focused service and build positive and constructive relationships with stakeholders and customers, by understanding their needs, problems, and providing timely communication and service.
Responsibilities
WHAT YOU'LL BE DOINGManage the end-to-end product strategy, design, development, product marketing, launch, and lifecycle management.Manage the development of product capabilities including customer experience, user experience, strategy to develop innovative use cases and user journeys.Manage the development of the vision, strategy, and capability for analytics and products to efficiently and cost effectively improve the user experience.Manage the development of business cases and prioritization for new features & tools to determine the final decisions between deliverables and timing.Manage the product development review team for functional and technical requirements while following standards adopted across all products.Ensure timely and high-quality iterative launches according to plans and customers' expectations.Manage the creation of performance tracking measurements of products to generate key insights, document the voice of the customer, and outcomes of the delivery to ensure best-in-class experiences.Manage the budget, financial tracking, reconciliation and invoicing of technology systems and projects assigned.Manage teamwork assignments, motivation, ensure accountability, adherence to schedules and timelines.Monitor and track compliance to IT incident tracking system to ensure compliance to service level agreements (SLAs), quick resolution of problems and communicate with users on resolution and follow up activities as appropriate.Manage the training and growth of the team to ensure cross functional knowledge of all systems.Partner with CapMetro departments to plan, develop, implement, support, monitor and evaluate Transit and/or Enterprise technology solutions to meet business requirements or to improve existing systems.Partner with stakeholders to understand their roles and responsibilities of the systems and products assigned and become proficient in technical and functional aspects of these products.Provide technical management of products and projects. Successfully manage tasks or projects as assigned. Work with technology agile teams and implementation partners to implement technical solutions.Research, develop and implement IT standards and best practice policies and procedures.Provide periodic reports to management.Support Capital Metropolitan Transportation Authority's Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported.Perform other duties as required and/or assigned.RESPONSIBILITIES - SUPERVISOR AND/OR LEADERSHIP EXERCISED:Manages department personnel by planning, scheduling, delegating and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including, hiring and interviewing, and overseeing hiring, training, work assignments, and performance evaluations.Qualifications
WHAT YOU BRING
Bachelor's degree in Computer Science or related field. Additional experience may substitute for degree on a year for year basis up to four years.Six (6) years progressively responsible experience in information technology as a technical product lead supporting large, complex technology systems.Four (4) years of direct supervisory experience managing an information technology team.Three (3) years of experience as a project manager or technical lead in the implementation of large, complex customer experience systems.Experienced in driving the development and strategy for applications and tools.Experienced in engaging with cross-functional groups at an executive level, including both business and technical stakeholders.Experience with direct end user support in a customer service role. Demonstrated dedication to customer services.Knowledge, Skills, and Abilities :
Excellent organization abilities, analytical skills and communication skills including the ability to effectively communicate technical information to a non-technical audience.Self-motivated and seek opportunities for continuous improvement of IT skills and processes. Be a catalyst and a willing participant of organizational changes.Ability to work in a team environment in a matrix organization, partnering well with employees, management, users, vendors, contractors and undertake duties and tasks as assigned without close supervisionAbility to be a positive and constructive contributor in a team-based environment.Knowledge of Information System Implementation Lifecycle desired.Ability to effectively manage multiple priorities and diverse groups of people and activities simultaneously.Advanced training in product and project management certification as a Project Management Professions (PMP) and Agile certifications by the Project Management Institute preferred.Proficiency using Project Management software tools.Proficiency using Microsoft Office Suite.Demonstrated leadership ability.
Mobility Status:
As a Mobile position, the incumbent is expected to work in the office as needed. There will be access to touchdown/collaboration spaces when on site. Must be in-office for socialization, strategic collaboration, supervision, oversight, and accountability as needed. CapMetro reserves the right to modify work status based on business needs. This position is based in Austin, Texas. Successful out-of-state candidates must relocate to the state of Texas prior to start date and may have the opportunity to work remotely anywhere in Texas after a specified period
SECURITY SENSITIVE POSITION
This position is a "Security Sensitive" position. CapMetro will conduct annual criminal background checks on incumbents in this position. A position is "Security Sensitive" if its' incumbent handles currency, has access to sensitive computerized databases, has access to master keys, or works in an area of the CapMetro that has been designated as a security-sensitive area.
WHAT'S IN IT FOR YOU
• Share in meaningful work with diverse, collaborative and innovative teams whose focus is to modernize public transportation and improve how we serve our customers and team members.
• Utilize our free and reduced fare transit service to get to the office and then plan to hit the gym and work with our onsite trainers (for free), before heading back home.
• Improve your productivity and enhance your work/life balance by taking advantage of one of our flexible work options.
...and much more!
WHAT YOU SHOULD KNOW
CapMetro is deeply committed to building a workplace where inclusion is not only valued but prioritized. We are proud to be an equal opportunity employer and committed to creating a welcoming and diverse environment. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. We encourage people with disabilities and from other diverse backgrounds to apply for Capital Metro vacancies. CapMetro makes hiring decisions based solely on qualifications, merit, and organizational needs at the time.
As the Manager, Technical Product Management - Customer Experience, you'll oversee product strategy, development, and performance for CapMetro's tech systems. You'll collaborate with stakeholders to understand customer needs and ensure our technology solutions deliver exceptional experiences. Your leadership will drive innovation and continuous improvement to enhance customer satisfaction.
WHO WE'RE LOOKING FOR
The Manager, Technical Product Management - Customer Experience reports to the Director, Product Management. This position is responsible for directing business and technical stakeholders in the product strategy, roadmap and prioritization, product development, and performance tracking and ongoing improvement of one or more business areas. This position will work closely with users and understand the business implications of CapMetro's technology systems. This role will provide customer focused service and build positive and constructive relationships with stakeholders and customers, by understanding their needs, problems, and providing timely communication and service.
Responsibilities
WHAT YOU'LL BE DOINGManage the end-to-end product strategy, design, development, product marketing, launch, and lifecycle management.Manage the development of product capabilities including customer experience, user experience, strategy to develop innovative use cases and user journeys.Manage the development of the vision, strategy, and capability for analytics and products to efficiently and cost effectively improve the user experience.Manage the development of business cases and prioritization for new features & tools to determine the final decisions between deliverables and timing.Manage the product development review team for functional and technical requirements while following standards adopted across all products.Ensure timely and high-quality iterative launches according to plans and customers' expectations.Manage the creation of performance tracking measurements of products to generate key insights, document the voice of the customer, and outcomes of the delivery to ensure best-in-class experiences.Manage the budget, financial tracking, reconciliation and invoicing of technology systems and projects assigned.Manage teamwork assignments, motivation, ensure accountability, adherence to schedules and timelines.Monitor and track compliance to IT incident tracking system to ensure compliance to service level agreements (SLAs), quick resolution of problems and communicate with users on resolution and follow up activities as appropriate.Manage the training and growth of the team to ensure cross functional knowledge of all systems.Partner with CapMetro departments to plan, develop, implement, support, monitor and evaluate Transit and/or Enterprise technology solutions to meet business requirements or to improve existing systems.Partner with stakeholders to understand their roles and responsibilities of the systems and products assigned and become proficient in technical and functional aspects of these products.Provide technical management of products and projects. Successfully manage tasks or projects as assigned. Work with technology agile teams and implementation partners to implement technical solutions.Research, develop and implement IT standards and best practice policies and procedures.Provide periodic reports to management.Support Capital Metropolitan Transportation Authority's Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported.Perform other duties as required and/or assigned.RESPONSIBILITIES - SUPERVISOR AND/OR LEADERSHIP EXERCISED:Manages department personnel by planning, scheduling, delegating and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including, hiring and interviewing, and overseeing hiring, training, work assignments, and performance evaluations.Qualifications
WHAT YOU BRING
Bachelor's degree in Computer Science or related field. Additional experience may substitute for degree on a year for year basis up to four years.Six (6) years progressively responsible experience in information technology as a technical product lead supporting large, complex technology systems.Four (4) years of direct supervisory experience managing an information technology team.Three (3) years of experience as a project manager or technical lead in the implementation of large, complex customer experience systems.Experienced in driving the development and strategy for applications and tools.Experienced in engaging with cross-functional groups at an executive level, including both business and technical stakeholders.Experience with direct end user support in a customer service role. Demonstrated dedication to customer services.Knowledge, Skills, and Abilities :
Excellent organization abilities, analytical skills and communication skills including the ability to effectively communicate technical information to a non-technical audience.Self-motivated and seek opportunities for continuous improvement of IT skills and processes. Be a catalyst and a willing participant of organizational changes.Ability to work in a team environment in a matrix organization, partnering well with employees, management, users, vendors, contractors and undertake duties and tasks as assigned without close supervisionAbility to be a positive and constructive contributor in a team-based environment.Knowledge of Information System Implementation Lifecycle desired.Ability to effectively manage multiple priorities and diverse groups of people and activities simultaneously.Advanced training in product and project management certification as a Project Management Professions (PMP) and Agile certifications by the Project Management Institute preferred.Proficiency using Project Management software tools.Proficiency using Microsoft Office Suite.Demonstrated leadership ability.
Mobility Status:
As a Mobile position, the incumbent is expected to work in the office as needed. There will be access to touchdown/collaboration spaces when on site. Must be in-office for socialization, strategic collaboration, supervision, oversight, and accountability as needed. CapMetro reserves the right to modify work status based on business needs. This position is based in Austin, Texas. Successful out-of-state candidates must relocate to the state of Texas prior to start date and may have the opportunity to work remotely anywhere in Texas after a specified period
SECURITY SENSITIVE POSITION
This position is a "Security Sensitive" position. CapMetro will conduct annual criminal background checks on incumbents in this position. A position is "Security Sensitive" if its' incumbent handles currency, has access to sensitive computerized databases, has access to master keys, or works in an area of the CapMetro that has been designated as a security-sensitive area.
WHAT'S IN IT FOR YOU
• Share in meaningful work with diverse, collaborative and innovative teams whose focus is to modernize public transportation and improve how we serve our customers and team members.
• Utilize our free and reduced fare transit service to get to the office and then plan to hit the gym and work with our onsite trainers (for free), before heading back home.
• Improve your productivity and enhance your work/life balance by taking advantage of one of our flexible work options.
...and much more!
WHAT YOU SHOULD KNOW
CapMetro is deeply committed to building a workplace where inclusion is not only valued but prioritized. We are proud to be an equal opportunity employer and committed to creating a welcoming and diverse environment. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. We encourage people with disabilities and from other diverse backgrounds to apply for Capital Metro vacancies. CapMetro makes hiring decisions based solely on qualifications, merit, and organizational needs at the time.