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Digital Product Manager

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Aquent's client is looking for a Digital Product Manager to work a 6-month contract, on-location in Atlanta, to become part of our client's industry-leading Ecommerce Team.

As part of the marketing organization, and working closely with the Information Technology (IT) team, this individual will support efforts in testing, research, monitoring user feedback, and implementing solutions across the digital customer experience. This individual will be a key figure as we roll out beta testing capability for new site functions and features.

The role will be focused on ensuring that all customer interactions on digital channels are comprehensively designed and rigorously tested to result in increased revenue and customer satisfaction on all digital channels, web and mobile.

Key responsibilities:

  • In conjunction with the user research team in Digital Commerce, and with IT, recommend a strategy for rollout and customer monitoring of beta site
  • Assist with day-to-day maintenance, by developing a deep understanding of key customer pain points across all digital channels, and prioritizing the most severe problems accordingly
  • Respond quickly and comprehensively to customer complaints, particularly those that are escalated to the executive level
  • Research customer-reported defects and pain points using a variety of tools, including Tealeaf
  • Communicate customer challenges to relevant product managers, ensuring that the biggest customer pain points are addressed
  • Assist in prioritization of product enhancements and defects, ensuring that those with greatest potential customer satisfaction benefit are prioritized
  • Rigorously monitor customer feedback, especially immediately following releases, to ensure that any newly-introduced defects are understood, prioritized, and fixed
  • Define success criteria & metrics of new products & perform post-implementation analysis

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