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Senior Manager Interactive Customer Care - iOS and Android
Ref No.: 17-00040
Location: Stamford, Connecticut
Position Type:Right to Hire
Our Cable Television client is seeking a Senior Manager of Interactive Customer Care for a contract-to-hire opportunity. The Senior Manager is responsible for the driving the development, adoption and customer experience of self-service initiatives on mobile apps. This role requires a unique blend of strategic thinking, creativity, technical proficiency and operational excellence. The ideal candidate will have a proven track record in product management and development, customer experience and mobile app development. Our client's goal is to provide a service and support model that is unparalleled in their industry, leveraging digital self-service features that are convenient and desirable by their customers.

Responsibilities:

. Lead development of self-service initiatives on the care mobile app leveraging user and competitive research, business case development, scoping, and all phases of the product development lifecycle
. Define mobile app specifications, establish milestones, and manage quality assurance activities for a cross-functional team
. Define success metrics for new projects and track daily performance for existing products to ensure the team is moving towards defined goals
. Work with the design team to create wireframes and designs that articulate the product vision
. Research, troubleshoot, diagnose, and recommend solutions to complex business and technical problems
. Optimize mobile app experience based on key learnings, industry research, usability testing and customer feedback
. Assist in managing the prioritization of new features and bugs
. Continuously propose new multi-variant tests to improve adoption, conversion and engagement
. Contribute to developing and implementing a company-wide go-to-market plan, working with all departments to execute
. Manage vendor relationships

Required Skills:

. 7-10+ years' experience working for companies with technology or software products, with the recent 3-5 years in a management capacity
. 5+ years' experience in digital self-service/product/mobile app development
. Expert knowledge of iOS and Android, as well as the mobile application ecosystems (app store submission, etc.)
. Command of software development lifecycle and processes
. Extensive knowledge of emerging digital trends and technologies
. Project management skills
. Ability to manage multiple projects while coordinating efforts across a variety of functional areas
. Exceptional written and verbal communications skills
. BA/BS required or equivalent experience


Ryan Ruppel
Direct: 212-792-6362

Northeast (NY): 212-268-5800
Nationwide: 877-677-6566