Lead Product Manager- Customer Service

Entity:

Technology

Job Family Group:

IT&S Group

Job Description:

Are you passionate about crafting novel products to tackle customer and business problems? Do you want to be the one who helps tens of millions of customers make smarter energy choices for themselves, their families, and the planet? Do you bring fresh opinions and ambition to your work?

At bp, we are reimagining energy for people and our planet. With operations working across almost every part of the energy system, we are owning the way in reducing carbon emissions and developing more balanced methods for solving the energy challenge. We are a team of data-driven engineers, scientists, traders and business professionals determined to find answers to problems.

Role Description

As a Lead Product Manager: Be responsible for a highly visible space within bp for CRM domain. You will empathize deeply with your customers, arriving at insights about how to vastly improve their experience. You will define product strategy, bring the vision to life, and drive product development from ideation to launch and scale. Leading a team of engineers, designers, and business partners. Be methodical and rigorous in developing measurable critical metrics for demonstrating impact, linking your product back to bp’s financial, operational, and customer strategy. This is a hands-on role with the expectation that you will bring day to day accountability and performance management to the product.

Key Elements

Business focused:

• Rigorously analytical and commercially focused, using data-driven insights, metrics, and analytics to track product performance, evaluate efficiency, and link outcomes to strategy

• Displays strong commercial competence and can clearly define why we are pushing a product, considering market, competitor, technical, and operational aspects of bp’s strategy and vision

• Demonstrates a solid understanding of business and technical platform economic value, such as TCO, unit economics, NPV, ROIC, and other commercial measures

• Ability to translate vision into strategic product roadmaps with an agile delivery approach in partnership with Tech while handling cyber, operational, and/or regulatory risks

• Plans and controls costs associated with running a product, including collecting, analysing, and reporting cost/benefit information to more efficiently provide value

Human centered:

• Ability to deeply immerse yourself in knowing and empathizing with your internal and/or external customer(s) needs to reinvent and innovate product solutions

• Regularly integrates customer and partner feedback loops to ensure that product solutions and outcomes meet organizational needs

• Deep ability to “coach-up” team members and drive cross-discipline problem solving to achieve business outcomes

Technology driven:

• Significant experience with software products!

• Routinely uses and creatively applies an approach of lean, iterative experiments and low-fidelity prototyping to find signal, validate hypothesis, and iterate before moving to scale

• Influential in collaborating with partners to define end-state architecture and drive secure, resilient, performant, and scalable technology solutions

• Ability to engage with partners on data management, laying out how data is processed, stored, accessed, and protected!

• Able to assess opportunities for reusing enterprise solutions and building new platforms with enterprise scalability in mind

• Solid understanding and a keen curiosity about emerging tools and technologies

Transformational leadership:

• Proven track record of handling digital product change by understanding, integrating, and partnering with customers on new working practices to drive collaboration and efficiency

• Deftly balances customer insights, business goals, and industry opportunity spaces

• Ability to influence and build alignment across a broad set of senior executives and collaborators to secure resources and overcome impediments to bringing products to market

• Experience attracting, growing, empowering, and encouraging top product talent

Required Experience

Vital

Product manager focussed on delivering solutions to increase adoption of self-service digital solutions, web portals, chatbots and other channels

Experience in delivery of digital customer self-service capabilities, particularly in B2B markets

Experience in an organisation with a large-scale customer operations organisation

Leadership of other product managers

Desirable

Experience with solutions to develop efficiency improvements for customer service teams

Experience with AI enhanced customer service

Experience with solutions where Salesforce and SAP are integrated

Salesforce Service Cloud experience

Travel Requirement

Negligible travel should be expected with this role

Relocation Assistance:

This role is not eligible for relocation

Remote Type:

This position is a hybrid of office/remote working

Skills:

Commercial Acumen, Communication, Data Analysis, Data cleansing and transformation, Data domain knowledge, Data Integration, Data Management, Data Manipulation, Data Sourcing, Data strategy and governance, Data Structures and Algorithms (Inactive), Data visualization and interpretation, Digital Security, Extract, transform and load, Group Problem Solving

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.