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 CapMetros 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.

WHAT YOU'LL BE DOING

• Manage 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 and 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 Authoritys 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.

WHAT YOU BRING

• Bachelors 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 exp rience 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.