Product Manager, Care Genie

Vivint Smart Home - Lehi, UT3.5

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Job Description
Our mission is to redefine the home experience through intelligently designed products and services delivered to every home by people who care.

Who are we:
Vivint Smart Home is a leading smart home company in North America. Vivint delivers an integrated smart home system with in-home consultation, professional installation and support delivered by its Smart Home Pros, as well as 24-7 customer care and monitoring. Dedicated to redefining the home experience with intelligent products and services, Vivint serves more than 1.4 million customers throughout the U.S. and Canada. Vivint is on the Forbes 2018 list of “America’s Best Employers, as well as the Forbes 2019 list of “America’s Best Employers for Diversity.” The company is the largest tech employer in Utah, a certified Great Place to Work, and one of Fast Company’s World’s 50 Most Innovative Companies for 2017. For more information, visit

Are you passionate about customer experience and technology that drives customer service excellence? At Vivint, we believe Customer Obsession is our Advantage and we are looking for a talented product manager to drive the next generation of enterprise products to elevate the customer experience. As the Product Manager of Vivint Care Genie, you gather the data, articulate the business problem and be able to define fully fleshed out features, run effective prototypes to measure, gather user feedback and customer data through facilitating user focus groups and work with UX and engineers to drive the right level of definition to engineering action and then measure the effectiveness. Care Genie is the product that enables our Customer support organization and the technology we use to drive effective customer issue resolution and delightful customer interactions. You will work with a team of talented product managers, UX designers and engineers to create world-class products to elevate our customer experience.

Who you are...

Passionate about Quality. You know what it takes to deliver a quality, sustainable product, and you are passionate about high-quality software development and the technology and knowledge that supports it.
Essentialist. You role model how to distill a problem to its essence, to make it "as simple as possible, but no simpler." You know how to eliminate the decorative to deliver a single powerful idea.
Design Focused:. You sweat the details to bring a beautiful elegance to everything you put your name to.
Reliable: You pride yourself in developing a sense of reliability in outcomes, timelines and goals expectations that you set for yourself and your team. Your product and team depend on it.
Team Player. You enjoy collaborating with, learning from, and teaching others so we all become better. You assume good intent in others, and actively do your part to make a positive work environment.
You go confidently: You take risks and trust your instinct to elevate the creativity and possibilities of everything you put your name to.
What you’ll do

Work independently and own the definition of product features
Use data to make decisions on priority
Use market and business knowledge to define features that align to the 1-year product vision
Drive relevant product management meetings and user/customer conversations
Manage business expectations, by pitching the product vision to stakeholders and executives
Drive backlog grooming, planning and vision refinement sessions with business and engineering teams
Transform requirements into feature specs / epics / features / user stories
Establish story acceptance criteria for the engineering team
Participate in regular meetings with the engineering team
Actively address ambiguity and change in the product backlog
Present convincingly to executives, partners, and users/customers
Describe the product benefits in a way that helps drive adoption across all BUs
Describe the product functionality in a way that enables user engagement and adoption with minimal training
Build and maintain relationships across organizations, with teams, and individuals
Monitor product performance and proactively identify opportunities for product improvements

1-3 years of product management experience

Lead by influence

Build and measure product performance against annual financial and operational goals

Effective problem solving and analytical skills

Strong meeting facilitation and presentation

Demonstrated ability to multi-task and manage priorities, including multiple products

Proven ability to work under pressure to meet deadlines

Ability to clearly communicate across levels of the organization and departments in writing, orally and interpersonally

Decisive, and able to eloquently defend your decisions

Pursue product and industry knowledge, identify trends and opportunities, and become a subject matter expert on designated products

Own and manage partner relationships for specific engagements

What you need to succeed:
Product Management experience
Passion for customer experience and service excellence
Experience in design led thinking, design strategy and user-centric design
Experience defining and driving customer journey mapping
Experience conducting end user/customer interviews
Experience building reports and dashboards to measure success
Articulate in documenting product requirements, writing functional specs and user stories
Ability to present convincingly to executives, partners, and users/customers
Ability to manage issue resolution and mitigate risk on the product roadmap
Well versed in defining roadmaps and delivering with teams that employ agile software development methodologies
The ability to build credibility and trust with both team members and senior management.
Experience with Project, Program and Portfolio Management a plus
Excellent presentation oral and written communication skills.
Strong negotiation and conflict-resolution skills.
Excellent interpersonal and collaborative skills.
Adept at problem solving and driving the team towards solutions
Ability to defuse tension among project team, should it arise.
Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.
Must possess critical thinking, problem solving, and decision-making skills.
Ability to tolerate stress.
Analytical skills to test hypothesis and sort through uncertain options
Ability to craft clear, compelling recommendations supported by strong analysis and business logic, and articulate them to the organization to gain support for recommendations
Competence in business negotiation
Ability to influence executive and senior level leaders regarding product vision, road map and work backlog priorities and trade-offs
Ability to foster a brand as a Product management role model across the organization
B.S. or M.S. degree (degree in Business, Product Design, Computer Science, Engineering or equivalent is a bonus)
Experience with storyboarding and customer journey mapping considered a plus
Effective communication with customers and remote team members is mandatory
Show deep commitment to and empathy for the customer

Open minded and positive attitude

Experience with Design-thinking and agile development methodologies