Description
Purpose
To develop business cases for, as well as implement and manage, multiple complex product design and development projects, which may include contract development and administration, technical and marketing expertise, as well as coordination and interface with customers, vendors, contractors, and other market actors for SMUD customer products.
To develop business cases for, as well as implement and manage, multiple complex product design and development projects, which may include contract development and administration, technical and marketing expertise, as well as coordination and interface with customers, vendors, contractors, and other market actors for SMUD customer products.
Major Duties & Responsibilities
- Develop business cases and project plans for multiple customer products in the areas of e-commerce, websites, mobile applications, customer experience, customer service, billing and payment, fee-based products and services, and products designed to help low income customers.
- Provide clear, concise, and meaningful information and recommendations to management to gain approval for implementation of products.
- Design new products using customer research and insights discovered through design thinking principles and methodology.
- Develop new products leading a product development team using agile or waterfall project management methods.
- Establish product project and operational budgets and relevant product performance metrics; monitor and prepare product performance reports; research and analyze data to identify major drivers of performance and customer experience; interpret trends to develop and implement solutions which optimize resources and processes.
- Draft and manage RFPs; negotiate and develop vendor and partner contracts including IP and revenue share arrangements; manage contracts including ensuring vendors are meeting SLA's.
- Coordinate daily operations and delivery of products to customers during launch, piloting and stabilization; oversee fulfillment of product orders; ensure product quality control.
- Provide effective customer service and promote internal/external partner relations to ensure customer satisfaction during product launch, pilots and stabilization; represent SMUD as a point-of-contact handling customer inquiries and complaints; interact with contractors, dealers/distributors, vendors and SMUD staff to resolve customer issues and/or solve product problems.
- Provide technical support services by researching and sustaining knowledge, as applicable, of current trends, technologies, market players related to e-commerce, websites, mobile applications, customer experience, customer service, billing and payment, fee-based products, and products designed to help low income customers.
- Partner with applicable stakeholders within and across business units and departments to ensure coordination, consistency, and continuity of planning.
- Connect and coordinate with applicable external stakeholders including other utilities, research groups, policy groups, regulators, consortiums, other organizations at a regional and national level to provide input and insights on best practices, industry trends and opportunities for product development.
- Perform other related duties as assigned.
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Contact
Sacramento Municipal Utility District (SMUD)
6201 S St
Sacramento
California United States
www.smud.org
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