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.

• 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

• 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.

• 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

• 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

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

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

• Low to moderate

• Minimal