Product Manager Global Consumer Service (Care, Chat, Social) Job Description Your Job Youre raising the stakes for your career to do more.
Learn more.
Impact more.
Here, your innovation, ideas, and technical curiosity will help us deliver better care for billions of people worldwide.
Youll put your professional expertise, talent, and drive to work by building and managing the technology behind our portfolio of iconic brands.
About Us Huggies.
Kleenex.
Cottonelle.
Scott.
Kotex.
Poise.
Depend.
25% of people in the world use Kimberly-Clark products every day, and it takes the best people to make that happen.
Were founded on 150 years of market leadership, and were always looking for new and better ways to perform, especially when it comes to product and process innovation.
Our customers are always looking for new and better.
Our competitors wont stop evolving.
And our communities demand responsible corporate practices.
We need bold, transformative ideas from people who can turn them into reality.
That means theres no time like the present to make an impact at Kimberly-Clark.
Its all here for you at Kimberly-Clark.
Job Description The Product Manager for global consumer service products in IT (DTS) owns the strategy and product roadmaps to optimize and standardize Kimberly-Clarks consumer engagement with connected systems, common processes, and shared metrics to strengthen our relationship with consumers and mitigate risk.
Platforms include consumer service/care, mobile messaging, chatbot features, and social publishing and engagement.
This role leads and directs a team of globally diverse product owners in the delivery of a digital marketing platform that drives the commercial transformation for Kimberly Clark.
The Product Manager is an equal partner to the Engineering Manager for the prioritization and delivery of all build, change, and run of their products including marketing operations and incident response.
The Product Manager ensures the products business case benefits are realized.
Our expectations
- Collaborates with the engineering manager on feature vision/strategy for the platform
- Owns relationship with internal stakeholders and customers, deeply understands their needs, intakes demand
- Identify and prioritize new features and optimizations at the platform orbroadest product level based on business objectives, metrics, and analysis
- Operate in the product model, directing product owners using the Agile methodology where possible, organized typically in scrum teams, with a devsecops scope for integration and delivery capabilities across build, change, and run work.
- Manage and coordinate external vendors, contracts, relationships, and technical requirements to continue to develop and enhance the platforms
- Provide regular communication to management on status updates related to operations, including project timelines, milestones, and deadlines
- Lead a team of product owners and take actions to improve the effectiveness of that team to achieve the desired results and outcomes.
Focus on removing barriers to success, building commitment, and understanding within the team, and motivating the team to achieve its goals to directly impact the overall success of the business
- Partner with internal teams and third-party vendors to continually improve the consumer experience, troubleshoot and resolve issues and anticipate and mitigate key pain points to minimize customer service issues and time to market of new integrations.
- Embody a growth mindset, from an experimentation mentality to data analysis abilities.
We are looking for an inquisitive and innovative thinker who is not afraid to question, test, improve, and repeat
- Conducts market research, competitor assessment to define unique value proposition
- Defines business outcome, measure of success/KPI
- Understand our overall company performance and priorities and translate that understanding into product roadmap decisions Key Qualifications and Experiences
- 10+ years of equivalent experience in information technology leading large, remote, global teams across time zones and a minimum of 10 years of experience in product or engineering management
- 8+ years of experience and deep understanding of digital marketing technologies is required, specifically with CRM and or customer service platform.
- Experience in delivering and operating systems on the Salesforce platform is required.
- 3+ years of experience as a contributing member of product teams using Agile methodology, devsecops scope and approach
- Relevant regional experience in a relationship management role is necessary
- CPG industry experience preferred but is not required
- Ability to think strategically, analytically, and use data to support decisions / tell stories
- Strong portfolio and project management experience
- Strong facilitation skills required.
Must display vision and resiliency and be able to speak to the audience
- Verbal and written fluency in English is mandatory
- Experience with internal business product development, including visioning, road-mapping, feature prioritization and go to market strategy
- Ability to maintain and be accountable for a budget
- Outstanding organizational, communication, interpersonal, relationship-building skills conducive to collaboration at all level.
- Experience as a change agent at multiple levels of an organization Global VISA and Relocation Specifications:
Primary Location Brazil -Sao Paulo Additional Locations Argentina-Buenos Aires, Costa Rica -Prindisa Worker Type Employee Worker Sub-Type Regular Time Type Full time