Product Manager, Customer Experience
At Bozzuto, every member of our organization shares an unyielding desire to promote goodness for those around them.
We do this every day as we design, build, manage, and maintain one-of-a-kind residences, as well as through an array of support and consulting services.
Building community within our organization enables us to build better communities for all.
Everyone at Bozzuto is focused on delivering expectational experiences to all of our stakeholders, including our own associates.
Our work inspires us to be our best in each of our roles, living out a spirit of community within a welcoming and inclusive workplace.
Guided by our core values of creativity, concern, passion and the pursuit of perfection, we're inspired and empowered to reach higher, achieving our fullest professional and personal potential, and be truly extraordinary.
Primary Responsibilities:
We are seeking a dynamic and detail-oriented CX Product Manager to join our Customer Experience team.
This role is essential in driving the strategy and execution for some of our foundational technology platforms, focusing on optimizing the customer experience and operational efficiency.
This role will be pivotal in aligning stakeholders, analyzing data, and deriving actionable insights to optimize our platforms and deliver a superior customer journey.
The ideal candidate will have experience in voice of customer programs, consumer insights, survey strategy, and reputation management platforms.
As a Product Manager, Customer Experience, your primary responsibilities include:
Strategy & Execution: Develop and execute strategies for optimizing key technology platforms to enhance customer experience and operational efficiency.
Collaborate with the Vice President of CX to define the overall vision and strategy for CX platforms and initiatives.
Prioritize product enhancements and sprints based on business needs, consumer insights, and cross-functional input.
Cross-Functional Collaboration: Work closely with operations, digital marketing, data, and training departments to ensure alignment and successful product delivery.
Leverage leadership and communication skills to guide cross-functional teams towards common product goals.
Manage relationships with vendor partners, ensuring they meet the strategic goals and timelines based on Bozzuto's strategic priorities.
Customer Insights & Voice of Customer (VoC) Programs: Lead efforts to gather, analyze, and share customer insights to inform strategy and product development.
Oversee survey and reputation management strategies to continually improve the customer experience.
Utilize consumer insights to drive strategic decisions and product prioritization.
Project Management: Plan, execute and report on technology pilots and CX projects.
Manage project timelines, budgets, and resources effectively to deliver high-quality outcomes.
Hold internal and external teams accountable for meeting goals and deadlines.
Technical Expertise: Develop a deep understanding of our operational platforms and technology ecosystem to ensure a holistic approach to customer experience.
Balance a high-level strategic perspective with attention to technical details as needed.
Lead and participate in technology pilots that support our CX vision.
What You Bring to Us: Bachelor's degree in Marketing, Business or a related field; MBA or equivalent experience is a plus.
5+ years of experience in product management, preferably in a consumer insights or CX-focused role.
Proven track record in voice of customer programs, consumer insights, survey strategy, and reputation management.
Strong cross-functional collaboration skills, with experience leading without direct authority.
Excellent project management skills, with the ability to manage multiple priorities and deadlines.
Working knowledge of multifamily operational platforms like Yardi and CRM IQ is a plus.
Experience with Asana and/or Agile project management is a plus, but not required.
Exceptional attention to detail, with the ability to both strategize at a high level and dive into technical details as needed.
Strong leadership skills, with the ability to influence and align stakeholders across the organization.
Critical thinker with strong problem-solving skills and an excellent written and verbal communication style.
What We Bring You:
When you join Bozzuto, you're not just accepting a job; you are becoming part of a community that cares about your overall well-being and professional growth.
We recognize that our team members are the core of our business, and we are committed to taking care of them so they can deliver exceptional experiences to our residents.
In addition to an award-winning culture, our benefits take into consideration everything from career development, retirement, family matters and health and wellness.
Working on our team and in this position, you can expect: Competitive compensation. Salary range: $95,000 - $120,000 Health & wellness benefits. We offer coverage for medical, dental, and vision, including access to the best doctors at an affordable price.
Paid leave.
We provide 20 days of paid time off plus holidays.
Retirement planning. We offer a 401k program with a company match.
Tuition reimbursement. Plus, many other programs to support career development and growth.
A place you belong. We proudly offer a diverse range of employee resource groups, providing opportunities for our employees to connect over shared experiences, backgrounds, and cultures.
Bozzuto is proudly an Equal Opportunity Employer EOE/M/F/D/V.