Product Manager- Customer Care Digital Guest Experience

Job Opportunity at Dunkin'

Are you a customer-centric, tech-savvy individual looking for an exciting opportunity in the food and beverage industry? Look no further than Dunkin'! We are seeking a highly motivated and experienced Product Manager to join our team and lead our customer care digital guest experience. In this role, you will have the opportunity to shape and enhance the digital experience for our loyal guests, ensuring that they receive top-notch customer service at every touchpoint. If you have a passion for innovation, a knack for problem-solving, and a deep understanding of customer care and digital trends, then we want to hear from you! Join us at Dunkin' and be a part of a dynamic and fast-paced company that is dedicated to providing the best experience for our guests.

Your Responsibilities

• Develop and implement digital strategies to improve the overall customer care experience for Dunkin' guests.
• Define and prioritize customer care digital initiatives based on data and customer feedback.
• Collaborate with cross-functional teams to drive product development and enhancements, ensuring alignment with business goals.
• Conduct market research and analysis to identify trends and opportunities in the digital customer care space.
• Create and maintain a roadmap for the digital customer care experience, outlining key milestones and timelines.
• Monitor and analyze customer care metrics to identify areas for improvement and develop action plans to address them.
• Lead the development and launch of new digital customer care features and products, ensuring they meet the needs of our guests and align with the Dunkin' brand.
• Work closely with the marketing team to develop and execute digital campaigns that support the customer care strategy.
• Manage relationships with external vendors and partners to ensure the successful implementation and maintenance of digital customer care tools.
• Stay up-to-date on industry trends and best practices in customer care and digital technology, and make recommendations for continuous improvement.
• Train and educate internal teams on new digital customer care processes and tools to ensure a seamless and consistent guest experience.
• Serve as the primary point of contact for any customer care digital issues or escalations, resolving them in a timely and effective manner.
• Monitor and report on the performance of digital customer care initiatives, using data to make data-driven decisions and recommendations for future improvements.
• Collaborate with the customer service team to ensure a cohesive and integrated approach to customer care across all channels.
• Uphold the Dunkin' brand standards and values while representing the company in a professional manner at all times.

Equal Opportunity Employer

Dunkin' is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.