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Product Manager - Customer Service & Pick Pack Applications

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Location: Plano, TX, United States -
Job ID: 1104270
Corporate Positions
Job Type: Full-Time
Date Updated: Aug 21, 2021

Product Manager – Customer Service & In Store Tools

J.C. Penney Company, Inc.

Plano, Texas

JCPenney, one of the nation's largest apparel and home furnishings retailers, combines an expansive footprint of more than 850 stores across the United States and Puerto Rico with a powerful e-commerce site, jcpenney.com, to connect shoppers how, when and where they prefer to shop. At every customer touchpoint, she will get her Penney’s worth of a broad assortment of products from an extensive portfolio of private, exclusive and national brands. Powering this shopping experience is the customer service and warrior spirit of over 100,000 associates across the globe, all driving toward the Company’s three strategic priorities of strengthening private brands, becoming a world-class Omnichannel retailer and increasing revenue per customer. We're looking for motivated, talented individuals who can emerge as Warriors in our organization.


The Product Manager, Customer Service & In Store Tools drives omni channel customer-facing and back-end digital product initiatives for JCPenney’s customer service and in-store pick pack applications. The customer service application is used to assist customers in placing orders, updating account information and assisting with post purchase needs in our stores and customer service facilities. The Pick Pack Application is used by store associates while picking and packing orders fulfilled out of the stores. The Product Manager supports in-depth business reviews, presents to management, and supports initiatives with the customer care, store operations, merchandising, enterprise fulfillment, marketing, and technology teams. The Product Manager must be able to work at the strategic level to drive ideas for growth, and at the tactical level analyzing data and solving problems. The Product Manager monitors and drives the business on all aspects of demand, customer experience, and conversion.

Responsibilities and Key Accountabilities include:

  • Evangelize product vision and strategy to global product, engineering and business partners, including senior leadership
  • Continually monitor competition, industry developments and customer feedback to deliver digital features that provide JCPenney customers with an exceptional shopping experience
  • Collaborate with engineering, design, analytics, and business teams to launch new features.
  • Product functionality prioritization and backlog grooming
  • Define Epics and User Stories for delivery and test case traceability
  • Conduct requirement gathering sessions, and effectively elicit and prioritize requirements
  • Ensure business needs are captured in a clear, concise, and unambiguous way, ensuring both functional and non-functional requirements are documented
  • Facilitate change management activities by performing impact analysis of changes and supporting launch activities, including documentation and training
  • Responsible for operational readiness tasks and performs product demos to stakeholders
  • Work closely with developers and end users to ensure technical compatibility and business process uniformity of current and future state systems
  • Identify and assess value of technology licensing with new vendors to deliver innovative customer experience features

Core Competencies & Accomplishments:

  • 4-7+ year’s experience in digital product management
  • Retail ecommerce experience preferred
  • Experience managing multiple product capabilities for ecommerce and omni-channel initiatives
  • Abilty to maintain and develop relationships within cross-funtional teams including UX design, development, and QA
  • Proven track record of taking ownership and driving results for product roadmap
  • Exceptional interpersonal, communication, cross-collaboration and team skills
  • Knowledge of ecommerce business KPIs and technologies with demonstrated ability of turning insights into product improvement or new experiences
  • Proven product experience in requirements gathering, writing functional specifications, and user stories in an enterprise environment
  • Passion for solving customer problems and have the ability to multi-task and thrive in a fast-paced environment!
  • Proficient in Agile Development Methodologies with experience as a product owner in an agile team
  • Education:  Bachelor’s degree

Our corporate office, located within the exciting new development of Legacy West in Plano, Texas, supports JCPenney stores and supply chain facilities nationwide.  We offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and an associate discount on JCPenney merchandise.  On-site campus amenities include Concentra health clinic, Walgreens pharmacy, Bright Horizons daycare and preschool, full cafeteria services, Subway, Starbucks, a 24-hour fitness center and free garage parking.

For more opportunities to join our team please visit our careers page.

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Job Title: Product Manager - Customer Service & Pick Pack Applications
Location: Plano, TX, United States -
Job ID: 1104270

J.C. Penney Company Inc.
Plano, Texas

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