Product Manager

Location: Seattle, WA - Hybrid Description The Client Digital Services Team is looking for a Product Manager to own and evolve digital self‑service experiences across billing and payments, to help customers resolve issues quickly while reducing the cost‑to‑serve so they can focus on enjoying the entertainment they love. The Product Manager will help ideate and deliver digital‑first, self‑service capabilities across billing and payment experiences within web, virtual assistance (VA) and voice/IVR channels using generative automated intelligence (AI). This individual will work directly with the lead product manager for billing and payments and partner with customer care, IT, finance, billing system teams, and marketing to translate customer needs into initiatives that promote self‑service and business efficiency. The right candidate for this Product Manager role will focus on the following: Reduce billing and payment related contacts requiring human intervention (calls or chats). Improve billing and payment product gaps to create seamless self‑service experiences. Expand AI‑powered capabilities across chat and voice. Here’s what you’ll do Take guidance and partner with the lead product manager of billing and payments to execute product strategies that enable new functionality and deliver upon business goals. Assist in developing business cases that secure initiative funding. Contribute to prioritized product roadmaps balancing customer experience and business value. Define solutions and features via Epic and Capability level user stories to clearly articulate expectations to delivery teams. Partner with Customer Experience (CX), User Experience (UX), Customer Care, and IT teams to deliver simple and delightful customer experiences. Utilize digital analytics tools to identify system issues/bugs or user experience problems, assess impact or business cost, and properly prioritize to ensure technical teams understand severity. Partner closely with delivery and QA teams to ensure effective execution, testing, and launch readiness. What you’ll need to be successful Success will be measured through improvements in digital containment, reduced call volume, improved task completion, CSAT, and cost‑to‑serve efficiency. 3+ years of experience in digital product management delivering new self‑service features across web, virtual assistance (VA), app, social messaging, asynchronous/synchronous chat, and/or voice/IVR channels 1+ years of experience applying generative AI in customer‑facing channels, including defining use cases, success metrics, and guardrails to improve self‑service outcomes Experience developing business cases for new products/services to show benefits. Demonstrated ability to partner and influence others. Strong interpersonal and communication skills (oral, written and presentation). Track record of being able to work cross‑functionally to deliver digital products to market. Solid technical background with understanding and/or experience in software development and web technologies. Strong analytical skills and the ability to convert consumer insights and performance data into high impact product initiatives. Ability to work in a fast‑paced, ambiguous, process‑light environment with continuous focus on the customer experience and delivering business results. Desired Qualifications Demonstrated experience with full product life cycle management (development, introduction, growth, maturity, and decline). Experience in B2C billing systems, payment processing, or related technologies. Working knowledge Agile Frameworks, Scrum, and/or SAFe. Proficient in Google Analytics, Jira, Jira Align, PowerBI, Quantum Metric, Optimizely, or other similar digital analytic tools. Working knowledge of voice of the customer (VoC) survey applications (Qualtrics, Medallia, etc.). Degree in Business, Information Systems, Engineering, or related field preferred. Compensation Our compensation reflects the cost of labor across several US geographic markets. The salary for this position ranges from $140,000 in our lowest geographic market up to $150,000 in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job‑related knowledge, skills, and experience. Other forms of compensation are offered in the form of medical, vision, and dental benefits. Equal Opportunity Employment Statement We are committed to being an equal opportunity employer and hiring without discrimination, including based on race, color, creed, national origin, sex, marital status, age, sexual orientation, gender identity, disability, medical status, or veteran status. Moodys NWC complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please submit a contact form here: #J-18808-Ljbffr Moodys Northwest Consulting