Director of Technical Product Management (Web Post Purchase)
Bothell, Washington
Job Description:
Job Description:
About AT&T:
Join AT&T and reimagine the communications and technologies that connect the world. Our Consumer Technology experience team delivers innovative and reliable technology solutions to power differentiated, simplified customer experiences. Bring your bold ideas and fearless risk-taking to redefine connectivity and transform how the world shares stories and experiences that matter. When you step into a career with AT&T, you won’t just imagine the future-you’ll create it.
About the Team and the Role:
The Digital Engineering team within the Consumer Technology eXperience (CTX) organization delivers simple, reliable, secure and innovative Digital experiences across omnichannel. We adapt to customers' evolving needs by adhering to industry’s best practices, continuously enhancing our offerings, and embracing innovative technologies.
The Director of Technical Product management (Web Post Purchase) strategically drives the post-purchase experience for our digital customers, ensuring they receive seamless, engaging, and value-driven experience from the moment of purchase through the lifecycle of the product or service. The Director of Digital Post-Purchase will be integral in retaining customers, enhancing loyalty, and driving long-term business growth. This role requires a strategic product leader with a strong technical background, deep expertise in product management, and the ability to align product development with business goals.
The ideal candidate will have a proven track record of managing high-performing technical product teams driving digital adoption, engagement, growth, innovation, and accelerating digital transformation to deliver differentiated digital experiences across omnichannel that drives revenue, enhance customer retention and lifetime value and operational efficiency.
What You'll Do:
Strategic Planning and Vision
- Establish and articulate a clear vision, strategy and OKRS for Digital Product Management, aligning it with the company's long-term strategic, digital goal, and business objectives (BHAGS)
- Work closely with marketing growth org, CX, data insights, technology partners, and business leaders to establish a product strategy and roadmap that accelerates Digital transformation and drives operational efficiency
- Monitor industry trends and emerging digital product strategy and capabilities, evaluating their potential impact and applicability to the digital experiences.
Team Leadership and Development
- Lead, mentor, and grow a high-performing team of product managers, UX designers, data analysts, fostering a culture of innovation and continuous improvement.
- Provide technical product guidance and mentorship to team members, aiding in their skill development and career advancement.
- Establish clear goals and expectations for the team, ensuring accountability and delivering results on time and within budget.
- Work with cross-functional teams, including product, IT, and marketing, to align and integrate Digital Product vision and roadmap with broader business strategies and goals.
Technical Product Management
- Translate the customer problems, OKRs, challenges, and goals of marketing teams into product and design solutions, requirements, launch plan and scalability plan.
- Own the definition, design, development, and deployment of Product capabilities on a scale. Overseeing product development from the concept to distribution phase.
- Work closely with Business, Customer research teams and design teams on tests and learn approach to create the differentiated product capabilities. Evaluating prototypes and improving product effectiveness.
- Communicate and co-design the product solutions with business partners and Engineering organization
- Managing budgets for the teams and prioritizing product opportunities while staying budget friendly.
- Adherent to common tools and processes for product management and deployment
- Continuously monitor and evaluate the performance of product solutions, identifying areas for improvement and driving product effectiveness.
- Promote the adoption of best practices in product development, including Agile methodologies, Innovative solutions and Outcomes focused teams.
- Define and manage product KPIs at all levels.
- Ability to navigate the complexities of managing multiple stakeholders in a matrixed and complex organization, ensuring alignment and execution of critical initiatives.
What You'll Bring:
Experience and Background
- Over 15 years of experience in technical product management on digital post purchase experience, including 10+ years in developing product strategy, roadmap and technical requirements for digital and .com
- Over 10 years of experience managing digital KPIS and OKRs including CSAT, Adoption, ARPU, Conversions, Growth and Innovation.
- Proven experience with building Digital capabilities using latest technology, data insights and AI/ML driven recommendations.
- Demonstrated experience in shaping technical product vision, strategy and roadmap. Reviewing architecture and utilizing data insights. Proficient in designing and implementing solutions from inception to production and ongoing support.
Leadership and Strategic Skills
- Demonstrated exceptional leadership and team-building abilities, with a proven track record of managing high-performing product and design teams and overseeing other managers.
- Adept at fostering a collaborative and innovative work environment, driving team performance, and achieving organizational goals.
- Strong strategic thinking and problem-solving abilities, with a focus on delivering business value.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical stakeholders.
- Proven ability to manage multiple priorities in a fast-paced, dynamic environment.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT): Measures overall customer satisfaction with the post-purchase experience, including delivery, support, and follow-up interactions.
- First Contact Resolution (FCR): Tracks how often customer issues are resolved in the first interaction, improving customer satisfaction and operational efficiency.
- Revenue Growth and ARPU: Increase ARPU and overall revenue by optimizing product bundling including upsells / cross-sells.
- Task Completion Rate: Improve the percentage of customers successfully completing tasks like service sign-ups, plan changes, and Billing, Payments etc
- Effort Scores and Wayfinding: Reduce customer effort and enhance navigation, ensuring frictionless user experience.
- Call Deflection: Lower call center volume by promoting self-service options and digital support tools.
- Stakeholder Alignment: Foster collaboration across diverse stakeholder groups, ensuring shared accountability and efficient execution.
- Digital Adoption and Engagement: Drive higher usage of digital features, ensuring .com is a comprehensive solution for customers.
- Productivity / Internal Alignment Score: Measures how well internal teams work together to deliver a cohesive post-purchase experience (could be assessed through employee feedback or collaboration metrics) or Productivity in decision making.
- POCR: Tracks the Post online call rate for customers calling within 72 hours of digital interaction. This role will enhance handling customer inquiries, aiming to reduce the reliance on live agents by providing effective self-service solutions.
Skills and Proficiency
- Strong understanding of digital products domains including Payments, Billing, Service, Support, Account Management, Digital Adoption and Engagement.
- Proven experience in digital product management, preferably in a leadership role.
- Strong understanding of e-commerce, digital transformation, and omnichannel strategies.
- Excellent stakeholder management skills with the ability to navigate complex, matrixed organizations.
- Demonstrated success in driving revenue growth and improving customer engagement through digital channels.
- Strong analytical skills to measure and improve key performance indicators.
- Exceptional communication and leadership skills.
- Proficiency in data analytics, machine learning, and AI-driven marketing solutions.
- Strong knowledge of web technologies, mobile platforms, and digital marketing ecosystems.
- Expertise in modern software development practices, including Agile, DevOps, and CI/CD.
- Expertise in design technologies, customer success and product innovation.
Our Director- Technical product management, Web – Post Purchase earns between $191,400.00-$287,200.00 USD Annual, not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.
Joining our team comes with amazing perks and benefits:
- Medical/Dental/Vision coverage
- 401(k) plan
- Tuition reimbursement program
- Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
- Paid Parental Leave
- Paid Caregiver Leave
- Additional sick leave beyond what state and local law require may be available but is unprotected.
- Adoption Reimbursement
- Disability Benefits (short term and long term)
- Life and Accidental Death Insurance
- Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
- Employee Assistance Programs (EAP)
- Extensive employee wellness programs
- Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone.
#LI-Onsite – Full-time office role-
#ConsumerTechnologyeXperience #ATTDigitalExperience
AT&T is leading the way to the future – for customers, businesses, and the industry. We're developing new technologies to make it easier for our customers to stay connected to their world. Together, we’ve built a premier integrated communications and entertainment company and an amazing place to work and grow. Team up with industry innovators every time you walk into work, creating the world you always imagined. Ready to #transformdigital with us?
Apply now!
This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. Relocation is offered.
Location: USA: WA / Bothell
Weekly Hours:
40Time Type:
RegularLocation:
USA:WA:Bothell / 20205 North Creek Pkwy - Adm (bothell 8):20205 North Creek PkwySalary Range:
$191,400.00 - $287,200.00It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.
Job ID R-63055 Date posted 04/09/2025
Benefits
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