Responsibilities

• Lead requirements gathering efforts for complex customer-facing digital experiences and platform enhancements.
• Partner with stakeholders to define business needs, customer problems, operational considerations, and desired outcomes.
• Create and maintain Business Requirements Documents (BRDs), business process flows, use cases, functional requirements, epics, features, user stories, and acceptance criteria.
• Facilitate discovery sessions, stakeholder interviews, requirements workshops, and design reviews.
• Establish traceability between business objectives, customer needs, requirements, and delivered solutions.
• Define reporting, analytics, operational readiness, and measurement requirements necessary to support implementation and adoption.
• Ensure business requirements support customer experience goals, strategic priorities, and measurable outcomes.
• Partner with Product Managers, Product Owners, Engineering, UX/UI, and Analytics teams throughout the delivery lifecycle.
• Support intake evaluation, roadmap development, backlog prioritization, capacity planning, PI Planning, sprint readiness, and release planning activities.
• Translate strategic business priorities into actionable work that can be executed by delivery teams.

Requirements

• 5+ years of experience in Digital Customer Growth, Digital Strategy, Business Analysis, Product Management, eCommerce, Customer Experience, or related disciplines.
• Experience developing Business Requirements Documents (BRDs) and business cases for customer-facing digital experiences.
• Proven ability to translate customer and business needs into functional requirements, user stories, acceptance criteria, business process flows, and implementation-ready documentation.
• Experience supporting Agile delivery methodologies including PI Planning, backlog prioritization, sprint planning, release readiness, and cross-functional delivery execution.
• Strong analytical and problem-solving skills with the ability to leverage customer insights, analytics, and business performance metrics to identify opportunities and guide strategic recommendations.
• Experience defining KPIs, success metrics, reporting requirements, and measurement frameworks for digital initiatives.
• Ability to manage ambiguity, balance competing priorities, and drive alignment across large, matrixed organizations.
• Excellent written, verbal, presentation, and executive communication skills.
• Demonstrated ability to influence decisions and lead initiatives without direct authority.
• Experience partnering across Product, Technology, UX/UI, Analytics, Operations, Marketing, and Business organizations to deliver customer-centric solutions.

Preferred

• Bachelor's degree in Business, Marketing, Information Systems, Digital Commerce, Engineering, Analytics, or a related field.
• Experience owning digital intake submissions, prioritization recommendations, capacity planning inputs, roadmap development, and PI Planning activities.
• Experience leading initiatives across a combined Digital Consumer Sales portfolio, including Wireless, Internet/Fiber, Converged, Self-Service, and Omnichannel customer experiences.
• Strong understanding of digital customer journeys, conversion funnels, acquisition, upgrade, retention, and cross-sell sales strategies.
• Experience identifying growth opportunities through customer journey analysis, digital performance metrics, and customer behavior insights.
• Experience partnering with Product, Technology, UX/UI, Analytics, Operations, and Marketing teams to define, prioritize, and deliver customer experience improvements.
• Knowledge of digital commerce platforms, customer experience optimization, experimentation frameworks, and journey analytics.
• Experience supporting customer journey mapping, design reviews, Figma collaboration, and digital experience validation processes.
• Experience using analytics platforms and performance tools to measure business outcomes and support optimization efforts.
• Experience developing investment recommendations, ROI models, and strategic business cases for digital initiatives.

Benefits

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance