Company

Cox Communications, Inc.

Job Family Group

Engineering / Product Development

Job Profile

Lead Product Manager

Management Level

Manager - Non People Leader

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Day

Compensation

Compensation includes a base salary of $108,800.00 - $181,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

Lead Product Manager, Next Best Experience

Purpose: 

The Lead Product Manager, Next Best Experience (NBX) is responsible for the development, implementation, and ongoing maintenance of the Next Best Experience (NBX) capabilities at Cox Communications. In this role, you will manage and optimize Agent and customer journeys, ensuring both seamless experiences and productive interactions that align with Cox’s objectives. These journeys cover the entire customer lifecycle, from initial engagement to continuous service.

This position will be responsible for the product mgmt, implementation, and ongoing ownership of the Next Best Experience (NBX) capabilities at Cox Communications. This position will be responsible for reviewing the existing Support-specific NBX library and identify/delivering on improvement opportunities. Specifically, this role will be focused on enabling a more robust library of Support-specific NBXs, covering most all support actions Cox would like Customers to complete, like Sign Up for Easy pay, Swap Your Device, Sign Up For Digital Account, etc. This position will partner with their peers to execute the NBX strategy across all Tools channels (e.g., ICE, Solutions Center, .Com, App, IVR, etc.), ensuring these capabilities deliver strategic value, high-quality, and consistent service to all customers, both internal and external through increasing acceptance rates.

Key Responsibilities: 

Defines new NBX features & capabilities through agile delivery and roadmap planning (this includes process documentation, requirements gathering, user story creation, etc.)Ensures features & capabilities align from a cross-functional perspective and embed seamlessly from a go-to-market perspective (where applicable)Interacts directly with multiple Tools Experience & Enablement (TEE) channels and platforms to provide support and ensure tool capabilities & features meet the needs of the business (this may include driving business cases, cost / savings analysis, etc.)Responsible for ensuring the successful implementation of new tool services, data ingestion, process improvement initiatives and/or operational risk mitigation strategies align with overall business driversResponsible for partnering with business and technology resources to document formal business requirements for IT development where neededResponsible for conducting root-cause analysis as needed to ensure attainment of key business value targets. Communicates company and department goals, strategic vision and information to staff, department leaders, cross functional departments, and stakeholders effectivelyPartners with stakeholders on strategic business planning and initiatives, pilot testing, implementing best practices and optimizing workflow to enhance performance and drive effective resource management to meet or exceed customer and business expectationsWorks with internal business partners to ensure business objectives are met or exceededMonitors and ensures compliance with all company policies. Reviews and translates customer escalations, provides solutions and supports team to execute appropriate solutions and/or responsesDevelops processes to improve workflow and department efficiencyPromotes positive work environment, motivates and coaches others to achieve department and company goalsDemonstrates enterprise wide thinking by collaborating across channels / applications on special projects and develops, builds and manages relationships with technology and business peers. 

Minimum: 

Bachelor’s degree in a related discipline and 6 years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 4 years’ experience; a Ph.D. and 1 year of experience; or 10 years’ experience in a related fieldExperience in digital product delivery, digital marketing, web strategy, web development, or equivalentAbility to lead product ideation, discovery and delivery in an Agile environment with a strong focus on collaboration between customers, stakeholders and delivery teamsAbility to manage multiple concurrent objectives, projects or activities that can be impacted by shifting prioritiesExcellent interpersonal, collaborative and communication skills to work effectively with teams throughout organizationExperience with digital product lifecycle and adherence to digital product development methodologiesDemonstrate strong technical and market knowledge

Preferred: 

Experience in telecommunications or high-tech environmentAgile delivery experience – SAFe, Scrum, Kanban, or similarJira Project Tracking Software experienceAbility to work independently with minimal guidance

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

About Us

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

 

Application Deadline: 02/24/2025