• Sr. Product Implementation Manager

    Job Locations US-MO-Kansas City
    Posted Date 3 weeks ago(3/4/2019 10:36 AM)
    Job ID
    # of Openings
  • Overview

    Service Management Group  (SMG)  is seeking an experienced Sr. Product Implementation Manager to support product development and launch activities and assist with the execution of the product vision by partnering with our software development teams to ensure the product goals are met.  The successful candidate will be detail oriented, highly organized, possessing strong communication skills and the ability to serve demands from different internal teams concurrently.


    The candidate we are looking for is passionate about building products that customers love.  You will join a dynamic and fast-paced environment and work with cross-functional teams to design, build and roll-out products that deliver the company’s vision and strategy.  This position reports to the Director of Product Implementation.


    SMG partners with more than 500 brands around the globe to create better customer and employee experiences, which drive loyalty and performance. SMG uniquely combines technology and insights to help clients listen better, act faster, and outperform the competition. Strategic solutions include omniCXTM, Brand Research, and Employee Engagement. SMG evaluates 250 million surveys annually, across 130 countries.


    • Owns product backlog and prioritization of features that include a holistic view of all major initiatives and client commitments along with their relative priorities and values.
    • Business consultant to the development team; help ensure requirements are fully understood and the solution satisfies the requirements.
    • Participate in feature refinement sessions with the development team.
    • Work with multiple Project Managers across a variety of clients answering questions and providing solutions to client requested product enhancements.
    • Review, finalize, and approve acceptance criteria for the features.
    • Determine training needs when applicable for the product.
    • Coordinate, document, and continually refine product implementation procedures, requirements, and training processes.
    • Create and maintain ongoing product documentation.
    • Create and maintain implementation timelines across numerous projects and ensure deadlines are met.
    • Identify implementation risks and contingency plans.
    • Track and effectively communicate project issues, delays, and risks so that stakeholders are not surprised.
    • Lead internal training sessions on new products and feature enhancements for initial product launches and continuous education.
    • Track internal and external adoption of new products and tools and identify barriers to adoption.
    • Clearly communicate improvement opportunities and user requirements.
    • Coordinate schedules/milestones with Product Managers and engineering teams.
    • Assist with project status meetings with the Product leadership and communicating project milestones.
    • Provide expertise and support to project teams on Product Capabilities and Services.
    • Write clear and concise requirements and user stories for product roadmap initiatives and/or client custom development requests and work with design and engineer teams to implement these requests.


    • Minimum 5 year’s professional experience in product development, project management, or software development in a technically oriented business environment.
    • Skilled at working effectively with cross functional teams in a matrix organization.
    • Excellent training/teaching skills.
    • Proven track record of managing projects or deliverables.
    • Exceptional focus on detail & strong organizational skills.
    • Strong attention to procedural details with the ability to identify and recommend improvement opportunities.
    • Ability to work under pressure, meet deadlines and handle multiple projects simultaneously.
    • Ability to prioritize and schedule own work based on competing demands of team members.
    • Basic project management experience creating and managing timelines and communicating status.
    • Strong problem solving skills and willingness to roll up one’s sleeves to get the job done.
    • Strong interpersonal skills and the ability to build rapport with clients and team members.
    • Excellent presentation and oral and written communication skills.
    • Quick learner with technical aptitude, demonstrating initiative and the ability to work independently and in a team environment.
    • Experience in software or product implementation.
    • Experience in Quantitative and Qualitative Customer Experience Measurement preferred.
    • BA or BS degree preferred.


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