Digital Operations Coordinator

Primary Responsibility: As part of the eCommerce Web Operations Team, the Project Manager is responsible for overseeing a portfolio of digital projects and products within Altice USA and reports to the Director of Website Operations. The Project Manager will work within an entrepreneurial team, and have access to the resources and tools of the larger company to define and turn ideas, into great experiences that improve the performance of Altice USA's digital platforms. The Project Manager must be able to demonstrate proven digital vision, strategy, and execution across (desktop, mobile, tablet, apps). This position requires strong business leadership, technology acumen, and an ability to provide the appropriate level of influence at all levels. The Project Manager is responsible for obtaining and documenting business requirements, creating and prioritizing JIRA tickets and tasks, assisting in QA or UAT as needed, and providing post-release support/status reporting. The Project Manager must have a passion for great customer experiences and empathize with users' goals and challenges, demonstrating good instincts about consumer behavior and business dynamics. The Project Manager will also work closely with the Marketing, Sales Operations, and Engineering Teams in a fast paced environment to partner and ensure digital products and projects are followed through on. OPERATIONAL ACTIVITIES OF THIS POSITION Project Management (60%) Collaborate with internal development team, UI/UX design, marketing, analytics, technology, compliance/legal, operations, and lines of business stakeholders to understand the feasibility and subsequent deliverability of the solution. Gather, document and clearly communicate various project requirements from business and project teams using various project methodologies. Develop and effectively communicate project approach, scope, control, assignments, communication, timeline and budget. Quickly identify and provide visibility to any variances. Provide project team with guidance as required to ensure progress is sustained and project goals are fulfilled. Project expert retaining and communicating of all project history. Support the development of project management programs and processes. Product Optimization Analysis (10%) Provide recommendations on overall definition of vision and roadmap and how it coordinates with the larger technology roadmap for the business. Analyze support issues to identify trends and improvement opportunities. Issue Triage and Resolution (15%) Ensure site is operational and meets service level agreements (SLAs). Monitor systems, communicate performance against SLAs and manage all product issues. Identify, replicate and document issue details. Prioritize issues and inquiries. Manage internal escalation and resolution of issues. Track and monitor issues; provide regular reporting / analysis. Partner with IT, Content Management and Business stakeholders to troubleshoot issues. Analyze issue for root cause and categorize (bug, enhancement or user error). Identify, communicate and document fixes and workarounds. Ensure issues are addressed in a timely manner. Issue Prevention (15%) Provide recommendations to business team based on customer feedback and known issue areas. Based on known problem areas, provide specific feedback and recommendations to improve functionality KEY MEASURES OF SUCCESS Financial metric(s): Strict adherence to the established budgets through management of the digital and affiliate media budgets of the department Operating metric(s): Strict adherence to the timelines and strategies for each project and campaign. The Product Manager is also responsible for several operational metrics: Understands company goals/objectives in order to offer ideas and concepts to help address them Monitors results and metrics with regard to Retention/Loyalty, Response and Acquisition/Upgrade Maintains effective and positive relationships with internal and external partners Completes and delivers assigned projects in a timely fashion On-time completion and submission of weekly departmental project status report QUALIFICATIONS Technical/Functional Competencies Understanding of project management methodology, knowledge of Agile is a plus, but not required Ability to multi-task and deliver upon numerous objectives/goals Strong computer, reporting & presentation skills (Excel, Word, PowerPoint, etc.) Key Experiences/Achievements 5-7 years' experience in digital project development/management Deep understanding of the digital environment and evolving tools and platforms used to improve online presence. Able to translate trends into brand right business opportunities. Solid experience and understanding of JIRA including ticket creation and user story development High degree of independent leadership, critical thinking, communication, accountability, analytical and teamwork skills Bachelors Degree from accredited College or University We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace. Job ID: 2018-20334
Salary Range: NA
Minimum Qualification
5 - 7 years

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