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Dell Product Manager, Customer Experience in Louisiana

Product Manager, Customer Experience

Location: Remote United States

Product Development Management is a fast-paced environment where innovative thinking is prized. Our team focuses on the delivery of products or computer-based systems for external customers. We lead and deliver the entire lifecycle from product definition and planning through to production and release. We also oversee modifications, upgrades and maintenance of the product or product line. And to make the whole process run smoothly and seamlessly, we’re experts in project management, from initiation through to delivery, and liaise with other departments on technical matters.

Join us as a Product Manager on our Dell Technologies Services team to do the best work of your career and make a profound social impact.

As a Product Manager, Customer Experience you will assist in defining and developing requirements to deliver the best end-to-end customer support experience possible for Dell’s new Apex Cloud Services. You will bring forward ‘voice of the customer’ and ensure that support interactions across the customer lifecycle are consistent, engaging, and high value. The role requires a motivated and seasoned individual with excellent communication skills and an attention to detail.

Apex is the future of how Dell with deliver our technology and services. It simplifies how Dell Technologies customers can consume IT as-a-Service. Apex Cloud Console gives customers a single self-service interface to manage every aspect of their cloud and as-a-Service journey. We are looking for a self-motivated individual with excellent communication skills and an attention to detail to drive the Apex console customer journey.

You Will:

  • Own the overall Customer Experience strategy, roadmap, goals and success metrics for the Services and Support function for Dell Apex Cloud services, as well as, ensure alignment of Customer Experience initiatives and requirements with overall Apex Cloud customer journeys

  • Continuously assess and identify opportunities to enable automated, self-serve support for our customers when and where needed

  • Optimize the customer experience by ensuring Dell Apex Cloud Services teams have the tools, resources, and policies to exceed the customer’s expectations

  • Develop requirements for Dell’s Apex Cloud Console and other platforms to enhance customer experience and engagement and collaborate with applicable UX teams

  • Collaborate with other Apex Product Managers to develop CX requirements for new Apex Cloud Services offers and identify improvement opportunities based on direct feedback from customers and Customer Success Managers.

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

  • 12-15 years of professional Product Management in Customer Experience (CX) preferably in the Enterprise Information Technology Industry with a Bachelor’s degree; or 10+ years with a Master’s degree; or commensurate experience

  • Demonstrated track record of Customer Experience (CX) console design that users love and that drive high-impact results

  • Experience in understanding customer journeys and identifying measurable areas of improvement

  • Desire to address highly complex problems, systems, and interactions

  • Direct experience with SaaS, PaaS or IaaS, as well as, working with AWS, Azure or GCP

Desirable Requirements

  • Prior experience with Jira highly desirable

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here (https://jobs.dell.com/diversity-and-inclusion) .

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .

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