We use technology to solve problems in spaces, light, and more things to come… for our customers, our communities, and our planet.
Acuity Brands, Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light, and more things to come. Through our two business segments, Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.
We are positioned at the intersection of sustainability and technology. Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications.
Our focus on transforming the customer experience through technology stems from its potential to bolster our relationships with our customers, create a competitive edge, enhance our market positioning, and drive long-term success. We are committed to elevating service levels, surpassing customer expectations, and fostering sustainable growth. Our investment in tech will allow us to move quickly – creating applications and tools that give us a full view of our customer’s journey, eliminate pain points, and evolve our customer experience with sustainable tools and applications. With a dedicated focus on integrating systems and applications, we will enable proactive customer engagement, real-time support, and the delivery of personalized experiences that cultivate enduring relationships.
Your Mission:
As the Digital CX Technology, Senior Product Manager, your mission is to leverage your expertise in technology and customer-centric approach to drive innovation, deliver exceptional products, and cultivate strategic partnerships with the goal of enhancing the overall customer experience. By collaborating closely with cross-functional teams, stakeholders, and business partners, you are expected to align our technical solutions and product roadmap with the needs and aspirations of our customers, enabling them to derive maximum value from our applications, tools, and solutions. Through a continuous feedback loop, data-driven insights, and a commitment to quality, you will strive to create seamless and intuitive experiences that meet customer expectations and are delivered within your committed timeline.
What you will be doing:
- Redesigning and rapidly delivering enhanced customer experiences, or feature sets, in applications and tools:
- Collaborating with stakeholders to define the product vision and strategy, ensuring alignment with the organization’s customer experience goals and objectives.
- Balancing the scope to optimize delivery timelines, considering dependencies, complexity, and available resources. Breaking down the scope into manageable tasks or user stories with clear acceptance criteria, enabling effective development and delivery planning. (See Measuring performance below for the TTM KPI)
- Evaluating and implementing customer experience technologies and tools that enhance customer interactions, such as customer relationship management (CRM) systems, customer feedback platforms, and analytics tools.
- Developing, evaluating, and monitoring Customer Journey – including mapping touchpoints, interactions, and emotions, to identify pain points and areas for improvement. Working cross-functionally to optimize the customer journey and ensure a positive experience at every stage.
- Developing and maintaining the product roadmap based on customer needs, market trends, and business goals. Prioritizing features, enhancements, and improvements to deliver value to customers and align with the overall customer experience strategy.
- Working in an agile development environment, collaborating with engineering teams to ensure timely and successful product delivery. Facilitating sprint planning, backlog management, and prioritization to meet customer and business objectives.
- Effectively communicate product plans, updates, and progress to stakeholders, including senior management, customers, and internal teams.
- Measuring Performance
- Implementation of Time-to-Market (TTM) KPI
- This KPI measures the time it takes for a product or feature to go from the initial scoping phase to its successful launch in the market. You will be responsible for ensuring efficient scoping and timely delivery, working closely with cross-functional teams to meet the desired TTM goals
- Defining and tracking other key performance indicators (KPIs) to assess the effectiveness of customer experience initiatives and measure customer satisfaction. Using data to identify areas for improvement and driving continuous enhancement of the customer experience.
- Implementation of Time-to-Market (TTM) KPI
- Promoting a customer-centric culture within the tech organization:
- Developing and fostering a deep understanding of customer needs and advocating for customer-focused initiatives throughout the tech organization.
- Collaborating with stakeholders (internal and external) across the organization to align customer experience efforts and ensure a consistent and seamless experience across our applications and tools.
- Building relationships with customers (internal and external) and leveraging their feedback and success stories to advocate for the organization’s technical products and tools.
- Acting as the voice of the customer within the tech organization and advocating for customer needs and preferences. Influencing product development, service improvements, and overall tech decisions based on customer insights.
- Actively seeking customer feedback and insights through various channels, such as interviews and user testing. Incorporating customer feedback into product iterations and driving customer-centric improvements.
- Fostering Innovation, collaboration, and enabling continuous improvement
- Collaborating with customers as partners to co-create and refine customer experiences.
- Driving innovation in customer experience by exploring new technologies, trends, and methodologies. Encouraging experimentation and continuous improvement to stay ahead of evolving customer expectations.
- Collaborating with UX/UI designers and developers to ensure a seamless and intuitive user experience. Providing input and guidance on user interface design, usability, and overall product aesthetics
- Fostering curiosity and development by staying updated on industry trends, emerging technologies, and best practices in product management and customer experience. Continuously learning and evolving team product management skills to drive innovation and deliver exceptional customer experiences.
The technology you’ll leverage:
- Agile Application Suite – our internal proprietary legacy application suite plus out internal Distribution center site (ADC)
- Five 9 – cloud-based contact center software
- Salesforce – Customer relationship management software
- Microsoft Suite – Microsoft suite of applications, including Power BI
- DB Tools – SQL, Dbeaver, etc.
- Azure Dev Ops – Microsoft product that provides version control, reporting, requirements management, project management, automated builds, testing and release management capabilities.
- 3rd party tools (TBD)
- Others if identified and brought on as a solution.
What we are looking for in you:
- Customer-Centric Mindset
- Dependable and Transparent
- Curious with a technical aptitude
- Analytical and strategic thinker
- Influencer
- Adaptability and flexibility
- Strong Communicator and Presentation skills
- Ability to prioritize and effectively manage time
- Service based Leadership style
What you should have:
- Technical Expertise: The candidate should have a strong technical background and coding experience, along with a deep understanding of product management within a technical space. This knowledge will enable them to effectively drive innovation and deliver exceptional products.
- Business Acumen: A solid understanding of business operations and processes is essential to identify pain points and align technical solutions with overall business goals. The candidate should be able to bridge the gap between technology and business, ensuring that customer experience initiatives support the organization’s strategic objectives.
- Customer-Centric Mindset: The candidate must prioritize customer needs and have a strong focus on enhancing the overall customer experience. They should possess empathy, the ability to understand customer pain points, and advocate for customer-focused initiatives throughout the organization.
- Analytical and Strategic Thinking: Strong analytical skills are necessary to assess the effectiveness of customer experience initiatives and make data-driven decisions. The candidate should be able to think strategically, identify areas for improvement, and develop innovative solutions to meet customer expectations.
- Leadership and Influencing Skills: As a senior manager, the candidate should have excellent leadership skills and the ability to influence stakeholders at various levels. They should be able to build relationships, collaborate effectively, and act as the voice of the customer within the organization.
- Communication Skills: Strong verbal and written communication skills are crucial for effectively conveying product plans, updates, and progress to stakeholders. The candidate should be able to articulate complex technical concepts in a clear and concise manner.
- Adaptability and Flexibility: The candidate should be adaptable to change and able to thrive in a fast-paced, dynamic environment. They should be flexible in managing competing priorities and adjusting strategies as needed.
- Time Management and Prioritization: Strong organizational skills and the ability to prioritize tasks and resources are essential for successful project management. The candidate should be able to meet deadlines and deliver projects within committed timelines.
Travel:
Travel will be on an as-needed basis. This can go as high as 25% and maybe more upfront.
What does success look like?
- Green TTM KPI
- This KPI measures the time it takes for a product or feature to go from the initial scoping phase to its successful launch in the market. You will be responsible for ensuring efficient scoping and timely delivery, working closely with cross-functional teams to meet the desired TTM goals
- (Highlight to this KPI) Successful Product Launches: Success can be measured by the successful delivery of new products or features within specified timelines, budget constraints, and quality standards. This can include achieving key milestones, minimizing post-launch issues, and receiving positive feedback from customers and stakeholders.
- Customer Satisfaction: Success can be reflected in consistently high levels of customer satisfaction, as measured through metrics such as Net Promoter Score (NPS), customer feedback surveys, and user engagement data. Meeting or exceeding customer expectations and delivering delightful experiences should be a key focus.
- Product Adoption and Usage: Success can be demonstrated by increased adoption rates and regular usage of the products or services under your responsibility. This can be measured by tracking user engagement metrics, active users, feature utilization, and retention rates.
- (placeholder) Tech-based KPIs that highlight/outline the items important to stakeholders
Other Important Considerations:
Stakeholders will include both internal and external customers.
We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.
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Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Brands is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at (770) 922-9000. Please clearly indicate what type of accommodation you are requesting and for what requisition.
Any unsolicited resumes sent to Acuity Brands from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Brands mailing address, fax machine or email address, directly to Acuity Brands employees, or to Acuity Brands resume database will be considered Acuity Brands property. Acuity Brands will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.
Acuity Brands will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.
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The range for this position is $140,200 to $314,800. Placement within this range may vary, depending on the applicant’s experience and geographic location.