Associate Director, Salesforce Contact Lifecycle Management

At AT&T, we’re connecting the world through the latest tech, top-of-the-line communications and the best in entertainment. Our groundbreaking digital solutions provide intuitive and integrated experiences for millions of customers across online, retail and care channels. Join our mission to deliver compelling communication and entertainment experiences to customers around the world as we continue to evolve as a technology-powered, human-centered organization. As part of our team, you’ll transform the way we deliver a seamless customer experience with digital at the center of all you do. In our world, digital is much larger than just an eCommerce channel, we are transforming all channels to digitally perform as one team to create a better customer experience. As we move through 2021, the digital transformation will revolutionize the digital space and you can build a career that will propel your future.

About the Team

Our Contact Lifecycle Management (CLM) product team within the broader Digital organization is transforming how we communicate with customers. We are in the middle of a significant overhaul of our front-end Sales, Service, and Communications—implementing Salesforce to simplify and integrate our employee and customer-facing experiences. We collaborate with a variety of business and technology stakeholders to define customer lifecycle experiences and how we use effective customer communications to help the customer throughout their journey.

The CLM team’s primary objectives are:

1. Complete the implementation of the Salesforce Marketing Cloud

2.Optimize and migrate all critical lifecycle communications to the new platform

3.Drive significant improvements in CX and communication effectiveness through improved design, journey management, personalization, and integrated Salesforce experiences

About the Job

We are looking for Associate Director to lead our CLM portfolio and business planning team. This product leader’s main mission would be to work with our marketing and CX teams to define the experiences we need to build to improve the effectiveness of customer communications (email, SMS, push notifications) across the entire customer lifecycle for all AT&T products. More specifically, this leader will be primarily responsible for overall roadmap planning and orchestration from ideation to initiative/capability/epic creation to feature identification. This leader will work hand-in-hand with their product delivery counterparts to bring the vision to life. The ideal candidate has a strong background in strategy, CX, and product management. This is a supervisory position.

Responsibilities and Day-to-Day View

• Establishes and communicates CLM product vision up, down, and across the organization

• Collaborates with diverse business stakeholder teams to develop product roadmaps

• Works with marketing, CX, and vendor partner teams to understand the business strategy and then translates that into business requirements

• Ongoing management, grooming, and prioritization of the EPIC backlog

• Builds and manages a team of direct reports and strategic partners to deliver team goals

• Establishes effective working relationships up, down, and across the organization

• Works hand-in-hand with product delivery counterparts to seamlessly pass work into the delivery team

• Actively learns the domain and ultimately becomes a resident expert

• Owns and drives achievement of domain specific KPIs

Qualifications

Required Qualifications

• 5+ years of product management experience (or equivalent) with proven track record of managing all aspects of a successful product throughout its lifecycle

o Experience in strategy development, particularly in the digital arena (.com, app, comms, agent tools)

o Experience with customer lifecycle management, customer journeys, and CX design

o Experience in product roadmap assessment and planning

o Experience in driving and gathering business requirements, assessments, and solutioning

o Experience in working with both the business and technical team, coordinating/leading solution design, development/configuration, and deployment across multi-dimensional teams

• 3+ years of supervisory experience

• Solid technical background with understanding and/or experience in software development, web technologies and customer communications such as email, SMS and push notification

• Strong analytical skills and the ability to convert consumer insights and performance data into high impact product initiatives

• Excellent written and verbal communication skills with demonstrated ability to present complex information in a clear manner to peers, developers, and senior leaders

• Adaptable and resilient with experience operating in a fast paced, high pressure environment

• Bachelor’s degree or equivalent work experience in Marketing, Computer Science, Information Systems, or related field

Preferred Qualifications

• Experience working within agile development methodologies

• Experience with Salesforce Marketing Cloud (ExactTarget), Oracle Responsys, or other similar customer communication platforms

• Strong knowledge of the wireless and broadband customer lifecycle

• Salesforce certifications

• Experience in a retail, Call Centers, or AT&T consumer business operations

• Master’s Degree in Marketing, Computer Science, Information Systems or related field

AT&T is leading the way to the future – for customers, businesses and the industry. We're developing new technologies to make it easier for our customers to stay connected to their world. Together, we’ve built a premier integrated communications and entertainment company and an amazing place to work and grow. Team up with industry innovators every time you walk into work, creating the world you always imagined. Ready to #transformdigital with us? Apply now!