Product Manager, Digital Capabilities for Inbound Contact

<p>Recruiter: Réka Vajna</p> <p> </p> <p> </p> <h2>Why BT?</h2> <p> </p> <p>We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.</p> <p> </p> <p>Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.</p> <p> </p> <p>Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.</p> <p> </p> <h2>Why Business Unit/Function</h2> <p> </p> <p>Our aim is to create a world-class BT Business unit that delivers long-term value for our customers, colleagues, partners, investors and other stakeholders, both in the UK and internationally, across the full range of business segments from small Business to governments and multinational companies. This includes: </p> <p> </p> <ul type="disc"> <li>Driving full integration of channels and products to best serve our business, government and wholesale customers in the UK and internationally; </li> <li>Investing strategically in present and future needs of customers, aligned behind common digital, network and security platforms; </li> <li>Accelerating our transformation plans and delivery of next generation products and services, making it easier for customers to do business with BT and for BT to transact more profitably with customers; and </li> <li>Continuing to invest in the skills, technology and partnerships required to return to growth and become the leading provider of secure multi-cloud connectivity. </li> </ul> <p> </p> <h2>Why this job matters</h2> <p> </p> <p>The Product Manager owns the product management and technical support of the Digital capabilities of Inbound Contact global. In this role the Product Manager is responsible to ensure that the product meets market and customer demand, delivers the expected performance and financial contribution.</p> <p> </p> <p>Key focus will be on holding the expert knowledge on the intelligent routing features of Inbound Contact and defining the future functionality.  Working with account teams, customers and development resources to grow revenue and future proof ICg.</p> <p> </p> <p>The Product Manager executes a range of workstreams in product development programs across BT Group, managing the implementation and maximal impact of company product strategies, product management, user experience (UX), software engineering, and analysis across multiple product lines.</p> <p> </p> <h2>What I’ll be doing – your accountabilities</h2> <p> </p> <ul type="disc"> <li>Product management of Inbound Contact global</li> <li>Technical Product lead for ICG</li> <li>Support Operations and Sales with special bids and product presentations</li> <li>Rollout of new product features and capability for ICg focused on IN (intelligent network functions)</li> <li>Work with Order Entry and Provisioning teams to optimize for fast delivery of service</li> <li>Work with Maintenance and Support team to help identify and resolve customer service </li> <li>Be the primary interface with Global Fabric for OE, billing and provisioning development</li> <li>Creates and develops high quality work for product road mapping, specification writing and product schedules.</li> <li>Contributes towards the continual assessment of the needs of customers, tech teams and stakeholders in defining and evolving the product strategy.</li> <li>Ensures accurate and formal product documentation such as feature sheets and user guides.</li> <li>Drive cost optimisation for this portfolio </li> <li>Provides comprehensive technical expertise and an in-depth knowledge of the customer and market to develop industry leading products and services and maximise commercial success.</li> </ul> <p> </p> <h2>Skills required for the job</h2> <p> </p> <ul type="disc"> <li>Presentation skills for Training customers and account team on ICg tools</li> <li>Problem Solving and decision making</li> <li>Global awareness</li> <li>Ability to communicate complex ideas to seniors</li> <li>Strong team