102135

701 Cool Springs Blvd, Franklin, Tennessee 37067

TruGreen accepts applications on an ongoing basis.

Job Description

Position Overview:

As a key member of TruGreen's Customer Experience and Analytics team, the Product Manager for XM (Experience Management) and CRM (Customer Relationship Management) will shape and lead customer experience strategy. This role involves defining, implementing, and continuously evolving our Experience Management and CRM programs across Sales, Customer Service, and Commercial business sectors, focusing on driving value and optimizing customer journeys.

Responsibilities include consulting with business units to align CRM objectives, developing a visionary CRM roadmap with technical teams, and supporting the ongoing evolution of our Experience Management program in partnership with senior leadership. This program integrates survey insights, customer service, sales, and digital experience data to build a comprehensive view of customer journeys and prioritize impactful improvements.

Additionally, the Product Manager for XM and CRM will leverage quantitative and qualitative research with data scientists to pinpoint and prioritize high-value projects, ensuring a holistic approach to enhancing the customer experience.

Responsibilities:

• Own all administrative and strategic aspects of the TruGreen Customer Experience Management program based on the Qualtrics platform
• Educate and drive customer-first culture through analyses, presentations, daily and weekly reporting, and sharing the voice of the customer broadly across the company.
• Develop a visionary roadmap for XM at TruGreen focused on deep and holistic understanding of the most important customer journeys and pain points, and a robust closed loop/next-best-action strategy
• Lead closed loop strategy in close partnership with Operations, Sales, and Customer Care leadership to drive the right actions at the right time for the right customers while efficiently deploying staffing and automated processes where possible
• Conduct thorough analyses to develop and validate customer journeys, develop and analyze customer value metrics and support ad-hoc requests for data extraction, modeling and analysis in partnership with our data science teams
• Create data-driven recommendations for revolutionizing customer journeys at TruGreen
• Work and influence at all levels across the organization and leverage cross functional teams to provide expert analytical support by turning data into valuable insights for both internal and external clients
• Partner with data engineering teams, becoming a subject matter expert and advisor to those teams on experience data solutions (e.g., satisfaction, NPS, text analytics/NLP, etc.), providing key recommendations on how to architect data systems to capture data, tell customer stories with it, and understand value at stake every step of the way.
• Analyze business processes by interviewing users, interrogating systems and datasets, generating process improvement ideas, and gaining organizational alignment and support for change.
• Builds relationships with business leaders/stakeholders and ensures priorities and alignment for short/long term efforts that focus on the customer experience and other value levers to achieve operational objectives

Competencies:

• Customer Experience Focus - the ability to prioritize user needs and ensure that the product enhances the user experience.
• Vendor relationship management - involves strong communication and negation skills and the ability to set clear expectations in order to assess and mitigate risk.
• Product Vision & Roadmapping - the ability to define an overall vision and connect the product to the organizational strategy and to provide a detailed plan defining the path a product will take over time.
• Change Mastery - involves understanding the company's goals and limitations and being engaged with the company, culture, and values to communicate and provide support during transition periods.
• Team Leadership - act as a role model in terms of work ethic, attitude, and commitment to the team's and product's success.
• Problem Solving - the ability to solve problems and address customer pain points.
• Strategic Thinking - involves envisioning the future of the product and making informed decisions that align with long-term goals.
• Decision Making - the ability to analyze information, consider alternatives, and evaluate the consequences of actions when making decisions.
• Prioritization Techniques - the ability to evaluate and rank features, tasks, and initiatives based on a variety of factors, including strategic alignment, customer value, impact on growth, and resource availability so that the work is optimized to maximize value to both the business and its customers.

Education and Experience Requirements:

• Experience with Qualtrics XM (and Qualtrics Discover) strongly preferred
• Bachelor's degree in Analytics, Statistics or a related field + relevant experience required. Master's degree in business, statistics, or customer insights preferred
• 2+ years of experience in a product management, customer insights, or customer journey/experience management role required, 5 + years of experience preferred
• Preferred certifications: Scrum Master, PMC, BPM, Lean/Six Sigma, ITIL

Knowledge, Skills, and Abilities:

• Expertise with Qualtrics XM and Qualtrics Discover
• Experience with customer insights research, journey mapping and design
• Experience with text analytics and natural language processing and understanding with an emphasis on building and managing categorization and sentiment models
• Experience driving closed loop activities based on CX/XM/Qualtrics
• Knowledge of business process development and data infrastructure
• Knowledge of change management techniques and implementation practices
• Proven track record of telling data-driven stories and influencing at all levels
• Working knowledge of financial and accounting practices
• Ability to exercise independent judgment
• Ability to lead and manage teams cross-functionally
• Strong project and change management skills
• Strategic problem-solving skills
• Strong communication skills

Physical Demands & Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to:

• Sit, stand and walk
• Use hands and arms to handle, feel or reach
• Speak and hear
• Use close vision abilities

Occasionally required to:

• Lift or move up to 25 lbs
• Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Noise level:

• Low to moderate

Adverse Conditions:

• Minimal

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Ability to speak, read and write fluently in English is required.

You MUST BE physically located in the United States while performing this job.

TruGreen is proud to affirm our commitment to hiring veterans. We recognize and appreciate the exceptional skills, dedication, and leadership that veterans bring to the workforce. By fostering an inclusive and diverse environment, we aim to leverage the unique experiences of veterans, creating a richer, more dynamic workplace.

Pay Ranges
$79,175.00 - $131,958.00

This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate's skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee's pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer benefits, including Medical/Dental/Vision insurance and Company-matching 401(k) in addition to other programs and perks.

TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. To learn more, please visit EEOC/EEO | TruGreen (trugreenjobs.com).

California Residents: When you express interest in or apply for a job with TruGreen Limited Partnership, we collect personal information about you, potentially including personal identifiers, contact information, protected classifications, pre-hire information, professional or employment-related information, education history, and/or medical information, for the following business purposes: to comply with state and federal law and regulations requiring employers to maintain certain records; to evaluate your job application and candidacy for employment; and to obtain and verify background checks (including criminal and motor vehicle records), pre-employment drug testing, and references.

TruGreen performs pre-employment testing.

To view our disclaimer, https://trugreenjobs.com/us/en/disclaimer