Discount Tire · 13 hours ago
Product Analyst
Scottsdale, AZ
Full-time
Hybrid
Mid, Senior Level
3+ years expDiscount Tire is a company with over 60 years of growth, seeking a Customer Communications Product Analyst (II) to lead their email and SMS communication programs. This role involves defining product vision, managing a roadmap for customer communication channels, and collaborating with various teams to enhance customer experiences.
AutomotiveLogisticsRetail
Hiring Manager
Grant Wills
Responsibilities
Define Vision and Roadmap
Establish and champion the product vision for transactional customer communication channels (email, SMS, push notifications)
Develop and manage a prioritized roadmap including both new and optimized experiences using customer behavior to send triggered and curated journeys (appointment reminders, service updates, promotions, loyalty messaging)
Analyze business opportunities and defects, clarify scope and objectives, summarize findings, propose improvements to key stakeholders
Communicate and coordinate schedule for feature development
Approve functional requirements and development backlog stories
Translate business goals into clear epics, user stories, and acceptance criteria
Prioritize enhancements to campaigns, templates, personalization, and automation features that improve customer experience and operational efficiency
Aligns functional requirements and designs to support Omni Channel projects; collaborates with stakeholders to understand and align with technical requirements
Documents User Experience Design stories to assist in the creation of high fidelity prototype
Ensures requirements related to design and user experience are documented, actionable, measurable, testable and related to identified business needs or opportunities in collaboration with stakeholders
Subject Matter Expert for communication features and functionality; including documenting and maintaining business rules
Provides first level of support for questions regarding business requirements, designs, and functionality
Work closely with Customer Insights, Digital, Store Experience, Marketing, IT, and Store Operations to deliver initiatives on time and with measurable impact
Serve as the bridge between business stakeholders and development teams, ensuring alignment and clarity
Understands the Software development lifecycle and collaborates with IT counterparts to groom backlogs and prioritize work
Serves as liaison to other business segments, to coordinate joint efforts for communications, web, app, and POS features
Proactively evaluates and resolves issues among teams; recognizes and articulates the trade-offs, risks and advantages of solutions
Serves as business liaison to technical teams
Oversee email/SMS marketing platforms and participate in related technology needs (CRM/CDP)
Partner with internal teams and external vendors to evaluate new capabilities and integrations to achieve the vision and roadmap of these channels
Stays current on the latest industry technologies, trends and strategies
Monitor key performance indicators (engagement rates, appointment and sales conversions, customer satisfaction, and more)
Ensure all messaging adheres to CAN-SPAM, TCPA, GDPR, and Discount Tire privacy standards
Use analytics and testing (A/B, multivariate) to drive personalization, optimize send times, and enhance customer engagement
Leverage customer insights to improve communications across the tire and service lifecycle
Completes work in a timely and accurate manner while providing exceptional customer service
Other duties as assigned
Qualification
Required
This position requires a minimum 3-5+ years a Product Analyst/Owner, Product Manager, CRM Manager, or Marketing Technology lead, preferably in a retail, automotive, or service-oriented environment
Hands-on experience with email/SMS platforms such as Salesforce Marketing Cloud, Adobe Campaign, Marketo, Braze, or similar tools
Strong project management expertise and system experience with Jira (or similar) is required; Agile methodology experience preferred
Proficiency with Microsoft Office, including skills with Word and Excel is necessary
Experience managing professional services engagements and working with internal shared services to build project scope, metrics and manage performance to metrics is necessary
Strong ability to communicate across all levels of the organization, present complex ideas concisely and clearly articulate technical ideas to a non-technical audience both verbally and in writing is necessary
Ability to actively engage in multiple initiatives simultaneously is necessary
Ability to identify complex problems, review information to develop and evaluate options then implement solutions is essential
Able to work efficiently and accurately under pressure, meet deadlines, present a professional demeanor and work well independently is essential
In addition, troubleshooting and organizational skills with a can-do attitude and the ability to adjust to changing requirements are essential
Customer service skills including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude is essential
Maintaining confidentiality, treating others with respect and upholding Company values are key
Bachelor's degree in Marketing, Business, Computer Science, or related field (or equivalent experience)
Preferred
MBA preferred
CSPO or other Product Owner certifications desired
Experience and/or certification in customer journey mapping and lifecycle marketing desired
Company
Discount Tire
Our boards are a place to gather ideas, share tips, and enjoy the beauty of the automotive world. Your Journey Starts Here.
10001+ employees
H1B Sponsorship
Discount Tire has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Late StageLeadership Team
Andrew Haus
Chief Financial Officer
Tom Williams
Executive Vice President & Chief Experience Officer (CXO) Customer Experience
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