IVR Product Manager

- University graduate;
- Experience in designing the complete flow of a Self Care product, from requirements to launch, for self care channels: IVR & USSD
- Marketing experience
- Experience in Project Management is a must, able to:
- Clearly assign responsibility for tasks and decisions; set clear objectives and measures
- Monitor process, progress and results; design feedback loops into work
- Coordinate and inform the interdepartmental team members in order to ensure high deliverables for Self Care services portfolio and build an effective team
- Very good team player, open mind, able to find optimal solutions in order to maintain and increase Customer Delight indicators related to Self Care portfolio
- Customer focus ; well organized ; process oriented ; results oriented.

Role:
To ensure performance of Self Care Services (IVR and USSD) to support company objectives.
To implement strategies for Self Care Services on existing channels (IVR and USSD).
To ensure efficient Self Care support for the new and existing services/propositions on IVR and/or USSD.
Key Responsibilities:
- Responsible for design and execution of the self care strategy
- Continue the implementation of the strategy & tactics build for Self Care products;
- Together with Product Manager Online eCare develop an integrated Self Care strategy across all channels (IVR, USSD, web);
- Ensure that existing Self Care portfolio is functioning in an efficient and user-friendly way;
- Cooperate with Marketing Product Management(EBU, CBU), COPS and technical teams for the development of Self Care alternative for new services;
- Manage the launch of the new Self Care features in the marketplace
- Forecast self care channel transactions and traffic and act as needed to correct the deviations
- Provide USSD forecast to Pricing at every subscriber forecast update and whenever
- Monitor continuously the Self Care products usage
- Reassess the USSD limits and propose a new schema with reduced limits
- Provide monthly reports on Self Care (subscriber evolution, usage by channel, etc.)
- Manage performance against plans and targets and initiate actions needed to reach the agreed targets
- Be constantly updated with the latest developments in trends in the self care industry
- Proactively monitor competition Self Care services portfolio and performance and propose specific actions whenever needed;
- Act as resource in the projects initiated by Vodafone Global and be updated with the self care services implemented by the other OpCos.

Passionate about everything. One in four people who own a mobile phone across the world are with Vodafone. We have extensive operations across 27 different countries, and in Romania alone, we have over 9,25 million customers. This is a business that’s not only big, but also growing. Here’s your chance to be part of it.
You do not join us just for a Job, you join us for a Career!