Nevada

Product Development Manager
Job Title: Product Development Manager	Status: Open
Date Open: May 12, 2005	Location: Las Vegas, NV
General Summary: The Product Development Manager will lead customer focused development of customer Web Portals and tools for all channels. Essential Job Functions: Define detailed development requirements for web portals for the Direct, Agent, and Wholesale channels to increase customer satisfaction and increase “stickiness” of services. Take customer-oriented approach to create web portal services that a) significantly and positively impact customer experience, b) increase customer perception of Mpower as a leading and innovative service provider, and c) reduce costs by enabling increased customer control. Work with end-customers to understand how to map customer processes into the tools and interface design. Design tools to fit well with customer business processes and Mpower process and systems, and that business processes leverage the tool as much as possible. Combine and prioritize requirements from all channels to deliver highest impact features and enhancements, and optimize the use of IT development resources. Development scope will span the web portals as well as interfacing systems for commissions, billing, customer service, trouble ticketing, change management, reporting, discounts, etc. Baseline project plans with IT development teams. Secure resources across functional teams to establish a committed project with committed milestone dates. Lead Stage Gate development process. Project Manage programs to ensure on-time delivery, and within project budget Perform competitive analysis on competition’s web portal solutions Perform end-customer training to pro actively increase the number of users and the usage per customer Inputs: This person will work closely with Sales, Product Management, select end-customers to collect and define requirements. develop requirements, customer feedback. Outputs: Will work closely with IT staff and other organizations such as Provisioning, and Customer Service to drive delivery of the development plan. Requirements documents, project plans, development budget, issue tracking lists, and project status reviews will service as tools. Accountability: To set the direction and own the development road map for Mpower’s web portal services for all Sales channels. To establish priority and time frame for web portal developments and enhancements Authority: To define development requirements and direct IT team to develop new features and enhancements to Mpower’s web portal supporting all channels. Success Criteria: End objective is to create a web portal presence that is seen as a significant value add and differentiator in the market place Monthly measurements will be taken of the different web portals to monitor overall increase in use by the Mpower customer base total - number of customers registered users, per portal - number of active users, per portal - number of web hits, per portal Customers will be surveyed periodically to assess user satisfaction levels, and to obtain end-user feedback Customer training will be periodically performed Marketing team(s) will be surveyed on satisfaction of the development program Skills: Requirements documentation and specification Effective leadership of virtual teams Conflict resolution Creative problem solver Project planning and management Competitive analysis Strong written and verbal communications skills Experience: 4 – 6 years Product Development experience in telecommunication industry GUI human factors/usability experience Experience interfacing with Sales, Product Management, IT, and end-customers Customer training