CUSTOMER SERVICE PRODUCT MANAGER - SAKS

On its website and app, Saks offers an unparalleled selection of curated merchandise  across fashion for women and men, beauty, jewelry, home décor and more. The company is currently in the midst of a dramatic expansion, driven by significant enhancements to its platforms and offerings, with the goal of becoming the preeminent destination for luxury internationally.Role Summary:As the owner of the Customer Service portfolio, you  will shape the next generation of Customer Care Solutions that will fundamentally change the way our company engages with our customers. The Product Manager will be joining a global team managing projects on the engineering side of the call center and should be comfortable working with both the engineering side and the business side of these projects. You are technically strong and data driven You will devise and communicate top-level objectives and measures of success to guide your teams, challenge them, and hold them accountable You know how to define the WHY and WHAT so you can help your engineers know HOW and WHEN to deliver You lead by example with your tenacity and demonstrate ownership over the products you manager Your oral and written communication skills are obviously effective and clear A team player with a passion for collaborating across many different teams You have proven planning and organizing skills A natural problem-solver, who is also intuitively analytical and creative You understand the value of being proactive and solution-oriented with a keen attention to details You have a proven ability to thrive in a fast-paced working environment A natural leader with the ability to work with minimal guidance Role Description: Define the functional scope of projects that introduce new features and functionalities and/or improve upon existing ecommerce features and functionalities Build relationships and act as liaison between merchant, creative, copy, IT, QA and management groups to reach consensus on specifications for new website features and functionality Research and recommend “best practices” based on competitive analysis for different projects Collaborate with the UX Team to define and run usability tests Partner with stakeholders to create supporting user stories, documents and specifications for projects Work closely with Project Managers to ensure that projects are proceeding according to schedule and meeting functional and design specifications Participate in design, development, quality assurance, and UAT cycles and sign off on all development projects before website “go live” implementation Measure and track project performance and provide the organization with post-launch results analysis Additional responsibilities as required Thank you for your interest with Saks. Saks welcomes all applicants for this position.