Job Description
Director Customer Experience – Customer Engagement and Communications
Job Description:
We are looking for an exceptional product manager to join our Customer Experience (CX) team responsible for driving and growing our Customer Engagement and Communications portfolio. This is an exciting position with the mission to bring out the next generation of engagement solutions that seamlessly and automatically connect with our customers. The ideal candidate understands the needs of customers as well as the benefits of personalized and deliberate services and solutions, has a deep passion for responding to the voices of our customers, and has a strong desire to make an impact to change it for the better.
If you enjoy providing simple solutions to complex problems and are passionate about the possibilities of automated experience-first networking, we want to talk to you.
Responsibilities:
- Own the product strategy and roadmap development for our customer engagement initiatives across the customer journey, ensuring alignment with overall company objectives and priorities
- Collaborate closely with various business units and other stakeholders to define requirements, prioritize features, and manage project timelines.
- Create and execute the Customer Experience Communication Plan
- Engage directly with customers and gain insights across the customer journey
- Contribute and consult with internet, intranet & SharePoint design & administration experts.
- Review and analyze communication-focused analytics across customers, partners, and employees
- Employee survey action planning through the customer experience framework Develop and maintain a comprehensive understanding of our customer journey
- Act as the primary point of contact for CX around customer engagement and communication-related matters, providing support and expertise to stakeholders across the organization.
- Establish and track key performance metrics for internal systems, monitoring performance and driving continuous improvement.
- Stay current on industry best practices and emerging technologies to ensure that our internal systems remain competitive and efficient.
Preferred Qualifications:
- 15+ years’ experience supporting operations and managing projects in a distributed, global, and diverse organization.
- Ability to build strong and trusted relationships in a virtual environment.
- Bachelor’s degree in computer science, engineering, or a related, advanced degree preferred.
- A minimum of 15 years of product management experience, preferably in a technology-focused role
- Proven experience managing internal systems and working closely with software engineers and other technical teams.
- Exceptional problem-solving skills, with the ability to analyze complex issues and develop actionable recommendations.
- Excellent verbal and written communication and interpersonal skills, with the ability to effectively collaborate with both technical and non-technical stakeholders.
- Strong project management skills, with experience managing multiple projects simultaneously and delivering on time and within scope.
- 5-10 years’ experience in Executive Communications, Branding or Media role with a strong emphasis on messaging and storytelling
Minimum Salary: $172,500.00
Maximum Salary:$264,500.00
The pay range for this position is expected to be between $172,500.00 and $264,500.00/year; however, the base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, vacation, sick time, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Juniper’s pay range data is provided in accordance with local state pay transparency regulations. Juniper may post different minimum wage ranges for permanent residency petitions pursuant to US Department of Labor requirements.
About Us
ABOUT JUNIPER NETWORKS
Juniper Networks is in the business of network innovation. From devices to data centers, from consumers to cloud providers, Juniper Networks delivers the software, silicon and systems that transform the experience and economics of networking. Our products and technology run the world’s largest and most demanding networks today, enabling service providers, enterprises, and governments to create value and accelerate business success. Everyday our 9,000+ colleagues come together across 46 countries to realize our company vision – Connect Everything, Empower Everyone. We are innovating in ways that empower our customers, our partners and ultimately, everyone, in a connected world. These customers include the top 130 global service providers, 96 of the Fortune 100 and hundreds of public sector organizations.
WHERE WILL YOU DO YOUR BEST WORK?
Wherever you are in the world, whether it’s downtown Sunnyvale or London, Westford or Bangalore, Juniper is a place that was founded on disruptive thinking – where colleague innovation is not only valued, but expected. We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people. The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work-their life’s work. At Juniper we believe this is more than a job – it’s an opportunity to help change the world…