We are seeking a proactive and detail-oriented Junior Digital Product Manager. This role is pivotal in ensuring the smooth operation and continuous improvement of our digital products by providing comprehensive investigation support and tracking reported customer issues. As a Junior Digital Product Manager, you will work closely with both front-line staff and technology teams to ensure that customer concerns are addressed efficiently and effectively.
Key Responsibilities:
- Provide detailed investigation support for reported customer issues that have been escalated from front-line staff.
- Track, monitor, and document the progress of these issues to ensure timely resolution.
- Prioritize and manage issue resolution based on severity and impact, ensuring that critical issues are escalated to stakeholders promptly.
- Work closely with front-office teams and technology departments to relay comprehensive information about customer issues.
- Assist in the timely investigation and impact assessment of issues, collaborating on resolution strategies and performing root cause analysis (RCA) to prevent future occurrences.
- Initiate and lead periodic meetings with technology and product partners to review open production tickets related to digital channel services.
- Ensure that all open tickets are actively reviewed, and follow-ups are conducted to expedite resolution.
- Collaborate with cross-functional technology and product teams to address and resolve complex issues efficiently.
- Engage with journey owners to identify and address gaps in the customer journey, providing actionable insights and recommendations for improvements.
- Contribute to the continuous improvement of digital product processes by identifying areas for enhancement based on issue trends and customer feedback.
- Assist in developing and implementing strategies to streamline issue tracking and resolution processes.
Skills Required:
- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively in a cross-functional team environment.
- Proficiency in issue tracking and management tools is a plus.
- Basic understanding of digital products and customer journey mapping.
To apply please click the Apply button or send us your updated profile to [email protected]
EA Licence No.:18S9405 / EA Reg. No.:R1330864
Percept Solutions is undergoing a growth phase and are on the lookout for talent. Applicants are encouraged to follow Percept Solutions on LinkedIn @ https://www.linkedin.com/company/percept-solutions/ to stay up to date on our upcoming roles and events.
