Head of Product Management
Location: Massachusetts - Quincy
Job Code: 3491
# Of Openings: 1
Description
BT Conferencing was established over 25 years ago and is now a leading global provider of audio, video and web collaboration services. Our year on year growth has seen us out-perform the conferencing industry expectation and with our extensive global portfolio, we are now the number one conferencing provider in the UK and Europe and currently have reach in over 75 countries.
We have bases in the USA, EMEA and Asia Pacific and specialize in the delivery of reliable, robust and innovative conferencing solutions and product hardware to some of the largest companies in the world. Our quest for continual enhancement of our product portfolio means that we can offer tailor-made solutions to our customers, whether our clients are small SMEs or major global businesses.
BT Conferencing has approximately 1300 employees working globally to help deliver a comprehensive portfolio of audio, video and web collaboration services, along with product hardware, to some of the largest companies in the world.
Head of Product Management:
Summary Description:
The role has full global responsibility for a section of the Conferencing product portfolio. This responsibility includes end to end responsibility for:
* strategy (product strategy, partner strategy),
* development plans (feature, pricing and promotional roadmaps and delivery of items on them)
* financial performance (ownership of the portfolio P&L, revenue growth, profit, cost)
* Service performance (customer satisfaction and flawless service delivery)
* The role involves working with key stakeholders from within Conferencing (Sales, marketing, strategy, operations and technology), within the wider BT areas (e.g. GS), and also the management of key external partners.
Proposition and Product Management.
Manage service development:
* To be responsible for owning the strategy and roadmap defining future direction and vision for the product
* To understand the product environment, using internal (business strategy, customer satisfaction, win/loss reviews, etc.) and external (market insight, competitor analysis) references to drive strategic alignment.
* To be responsible for definition (e.g. via statement of requirements), prioritisation, development (via feasibility analysis, statement of works) and delivery (launch plans and product matrix) of new services, service enhancements or promotions.
* To be responsible for developing and managing service offerings and products to optimise long run contribution over the product life cycles.
* To ensure the legal and regulatory compliance of products, features or promotions being created.
* To define and maintain the value proposition for the target customer segments, to enable product marketing to position it with the relevant channels
Manage service profitability and growth
* To be responsible for owning the growth plans that underpin the profit / revenue improvement targets for the product
* To establish justification for investment, own the business case and the ongoing profitability for development
* To manage product cost base, identifying and implementing plans to realise year-on-year improvements across the cost stack (both internal or supplier costs) and for other finance metrics (e.g. free cash flow)
* To drive revenue growth with Sales and Marketing teams, ensuring that we have go to market plans, channel interlock, pricing and pricing strategy, and product and promotional road maps with BT Conferencing direct sales and channel partners (e.g. BTB & BTGS)
* Support bids where ad-hoc or bespoke product development or pricing may be required
* Manage invoice and billing activities with suppliers to ensure accurate and timely payments and recovery of costs where service levels breached.
*
Manage service quality
* To be responsible for owning the strategic quality plan and improvement targets for the product.
* To ensure that robust end to end processes for L2C and T2R are in place, covering new orders, changes, in-life issue resolution and ceases
* Ensuring that Product scope and expectations are well understood across customers, sales and operations through clear and accurate product documentation and consistent processes.
* To manage customer satisfaction and complaint themes and ensure that where service improvement opportunities arise, they are progressed and developed as service enhancements.
* That we manage supplier performance via an agreed scorecard, enabling both parties to ensure service quality is defined and improved.
Job Standards For Role:
MARKET IMPACT
Credible with Analysts and Press. Able to talk across own portfolio . Able to develop and present material relating to own portfolio within the scope of the overall Portfolio strategy. AS would be analyst, customer and internal presentations about portfolio being done with credibility.
CUSTOMER IMPACT
Will show examples of successful customer interaction. Will be able to show influence on customer and ability to build relationship with credibility. This will include both sales and T2R engagements. Will be able to show influence on customer at a senior business level and ability to build relationship with credibility. Will have credibility in own portfolio and can show customer understanding. Will be able to show internal relationships with Market Units with reputation around own portfolio area. Will show responsibility for customer satisfaction Will show influence in external forum like an Industry Forum or User Group. Exhibits clear customer focus and drive to address underlying themes that impact customer service. AS would be being seen as core portfolio owner with demonstrated influencing of key stakeholder groups; identifying and delivering service improvement initiatives and setting and meeting satisfaction targets for product
BUSINESS IMPACT
Will make significant contribution to portfolio strategy. Will build on established offerings and show ability to innovate to meet customer needs. Will be able to understand an interpret BTC strategy and apply to own portfolio and will have clear portfolio strategy. Will have significant relationships with vendors and will demonstrate commercial and market impact and ability from those relationships. Will be seen as the ‘owner’ of the product and acknowledged as the key 'go to' person for product direction. Will be able to build major business cases (of a level requiring GM or MD endorsement and have an end-to-end view. Will show evidence of reasoned financial decisions of some complexity and risk. AS looks like ability to set and drive own product strategy, engaging stakeholder buy in and support, with clear line of sight to overall BTC strategy and objectives.
PRODUCT LAUNCH
Will show evidence delivering a launches across a portfolio area on time and to requirements. This may include significant launches. Will work end-to-end to ensure RFT. Will understand launch processes and will know and mitigate risks to launch. Will be responsible for defining requirements, acceptance criteria, regular progress updates, achieving commitments to launch timescales and delivery of business benefits are delivered accurately and to timescales. Will ensure launch checklist is adhered to. Will own investment cases across portfolio area and will ensure relevant systems are maintained and used as appropriate. Will be accountable for meeting case for single investments and would lead at relevant PIR. Will work with marketing to ensure impact from launch.
LEADERSHIP
Line manager of a team of senior product managers, pricing managers, product managers and product specialists. Will show evidence of effective performance management
AUTONOMY
Accountable for all deliverables agreed within a small portfolio or significant products / services, with wider business expectations.
Significant independent judgment within generally defined policies and practices. Innovation and commercial acumen required in the role.
Guidance sought in difficult / extreme circumstances.
ACCREDITATION AND EXPERIENCE
Established credibility internally and externally in their field. Decision maker. Senior portfolio / product management experience with commercial and technical achievements. Leadership and influencing skills at a senior level.
IN-LIFE PRODUCT MANAGEMENT
Will demonstrate impact on cost stack for portfolio and for cost transformation. Cost-effective planning and investment. Will evidence product roadmaps and a clear pricing strategy with some innovation and including competitive benchmarks across a product segment. Will understand broader competitive environment. Will show evidence of accurate volume forecasting and process for portfolio . ..
No relocation with this position
Current US Residency Status Required
BT IS AN EQUAL OPPORTUNITY EMPLOYER.
