Global Product Manager - Customer Service 14952

General Information

Job Overview and Responsibilities

• Business context and objectives analysis- Learning what could bring additional value to business stakeholder (e.g. Marketing, Sales Service) – via understanding of business domain and capabilities in scope globally, external practices and innovation research (outside-in perspective) and often via direct observation in the field.

• Product strategy and vision- Developing a high-level product (group) strategy and vision that ties to the overall business strategy and identifies potential business value increase.

• Product value delivery plan and is accountable of value delivery– Defining the long-term business capability automation and digitalization roadmap for the business outcomes the product (group) delivers, in particular producing the product stack and “contracting” with the other product groups

• Stakeholder orchestration- Orchestrating internal and external multi-functional stakeholders to define, validate and refine product (group) vision, strategy, definitions and roadmaps.

• Adoption & communication material- Preparing the strategy and communication material for creating a shared understanding of the product (group) in particular on how to market and sell it, to deliver and operate it (for product teams) and to measure its success (through Value and Performance Management Specialists).

• Product analytics- Analyzing performance reporting for insights of product impact and adoption in market (actuals versus plan). Define and validate with value recipients specific key value indicators (KVIs); define with team key performance metrics KPIs to improve the product group value for Solvay; if needed retire product based on trend analysis on KVIs and KPIs

• Competitive analysis– Specifically for TCO / value for money to inform the product strategy before and during product life.

• Governance – Operating the governance processes that enable prioritization across multiple options, decisions impacting the business (for instance automation that would remove business headcounts or drastically impact business ways of working), decisions impacting other product groups or the overall technology budget

• 
  provide “Think 10X” on the roadmap to understand where Solvay can leapfrog existing mindset/processes to address the big picture as quickly as possible
• manage the entire portfolio of applications and services and oversee successful delivery of all related strategic digital initiatives that support the corresponding business capabilities
• act as the partner for the designated business stakeholder representatives to manage and control the pipeline and priorities of all business demands (incl. requests for change/improvement - from initial assessment to project execution to solution adoption)
• continuously qualify and propose new innovation opportunities through active market intelligence
• responsible for the budget - from creation to spend control (actual/forecast vs. planned)
• ensure transparency, visibility and high performance of the support services provided to the user community in collaboration with his/her peers
• maintain consistency of the corresponding product & data architecture models and alignment with the enterprise architecture and data governance teams
• also, drive optimization and rationalization of the application portfolio & landscape
• control selection of the right partners and suppliers and oversee service delivery performance

• Works very closely with the Solvay’s Service Organization, Digital Champions, Commercial Excellence Center, sharing common objectives to deliver the right outcomes
• Proactively engages and works closely with business stakeholders (GBUs, marketing and sales) to understand requirements, opportunities, problem to solve and continuously receive feedback
• Daily interactions and management of the product team
• Works with other product managers and tech leads to avoid duplication and identify interdependencies to manage end-to-end delivery

Education and Experience

Skills

• Customer obsessed and outside in focus

• Result orientation, influence & impact
• Empowerment & accountability
• Business acumen
• Analytical
• Strategic thinking
• Adaptability
• Team spirit, building relationships, collective accountability, Coaching
• Strong leadership capability, executing as appropriate in the areas of responsibility

• Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others

Additional Information