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What You Need To Know

Shape a remarkable future with us. Build a career working for an industry leader that truly invests in their people – and equips them with leading technology, continuous learning, and the ability to bring their best selves to work. As the premier wine and spirits distributor, Southern Glazer’s isn't just one of Forbes’ Top Private Companies; it's a family-owned business with deep roots dating back to 1933.

The reputation of Southern Glazer’s is well-established, and it's no surprise that we are regularly recognized for our culture. Southern Glazer’s has been recognized by Newsweek as one of America’s Greatest Workplaces for Inclusion and Diversity, as well as for Women and Parents and Families. These accolades speak volumes about our commitment to creating a supportive and inclusive culture of belonging for all employees.

As a full-time employee, you can choose from a wide-ranging menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition assistance, a wellness program, parental leave, vacation accrual, paid sick leave, and more.

By joining Southern Glazer’s, you would be part of a team that values excellence, innovation, and community. This is more than just a job – it's an opportunity to build the future of beverage distribution and grow with a company that truly cares about its people.

Overview

The Digital Product Manager assumes a crucial role in creating high-value digital experiences for SGWS customers, Customer Service Agents, & Sales Consultants. The Product Manager role seeks to maximize the value we create for users by working closely with business stakeholders, and lead counterparts in design, software engineering, & agile orchestration.

This individual will manage our Customer Service team focused on transforming our Callcenter applications, Field Sales tools, and Proof Commerce into a world class B2B experiences by leveraging omni-channel solutions. This role will make it easier to do business with Souther Glazers, help our users be more efficient, and focus on providing Sales solutions to our customers.

This role reports to a Digital Portfolio Lead who is responsible for ultimate alignment across the product teams within the portfolio to the end users’ greatest needs and opportunities.

Primary Responsibilities

+ Define and communicate the product vision and strategy for customer service and support software, aligning with the company's overall goals and objectives.

+ End-to-end implementation of the digital product and managing risks, driving adoption, and reducing reliance on legacy tools over time

+ Running pilots, proving value and viability, and creating buy-in to invest in the products

+ Drive highest possible adoption of digital capabilities by translating the product vision into actionable epics and user stories, with a focus on seamless omni-channel experiences and real-time product/pricing strategies.

+ Continuously monitor and analyze the performance of Customer Service, utilizing metrics to measure issue types, channels, resolution times, and customer satisfaction. Identify opportunities to automate the support process and improve experiences across various support channels.

+ Effectively communicate the Customer Service team’s priorities, progress, and changes to internal teams and external stakeholders.

+ Continually practice a shift in mindset from “requirements” to continuous improvement of the problem’s solution.

+ Accountable for measurable outcomes that ladder up to company objectives and business results

Additional Primary Responsibilities

+ Curate and refine the product team's backlog, giving priority to features that enhance omnichannel service, automation, and improved experiences for our end users

+ Establish best practices and standards to engage with Service leaders to gain insights into their evolving needs, challenges, and feedback operational landscape.

+ Focus on outcome and seamless user experiences over any specific technology; Driving tech-agnostic solutions.

+ Compressing project timelines through Agile ways of working and rigorous prioritization

+ Navigate the organization to remove obstacles for the product teams

+ Critically assess existing capabilities to understand any build vs. buy approach to product developmen

+ Launching and phasing solutions utilizing agile methodologies to build internal efficiencies and scalable technology development.

+ Work with cross-functional teams of designers, full-stack engineers, architects, data scientists, DevSecOps, platform teams, to drive modular service-oriented solutions that leverage and create data assets

Minimum Qualifications

+ Prior experience with Customer Service and Omnichannel support.

+ Experience building best-in-class customer experiences that accommodate varied customer segments while maintaining a level of consistency that is supportable and scalable.

+ Prior experience creating new digital products that succeed in satisfying the users‘ need, and optimizing existing digital products to increase adoption and utilization.

+ In-depth knowledge of Agile methodologies.

+ Experience with agile development teams and workflows within JIRA or similar systems

+ Strong data-driven decision-making capabilities, particularly in the area of Customer Service and Callcenter operations.

+ Experience working in a federated model with product teams use of digital and data platforms across proprietary data, software, and commercially off the shelf software as part of the enterprise architecture standards.

+ Effective communication skills, especially in translating complex design ideas to non-design stakeholders.

Physical Demands

+ Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor), or adding machine

+ Physical demands with activity or condition may include walking, bending, reaching, standing, squatting, and stooping

+ May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs

EEO Statement

Southern Glazer's Wine and Spirits, an Affirmative Action/EEO employer, prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. SGWS complies with all federal, state and local laws concerning consideration of a qualified applicant's arrest and/or criminal conviction records. Southern Glazer's Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities and education of employees. Unless otherwise expressly stated, any pay ranges posted here are estimates from outside of Southern Glazer's Wine and Spirits and do not reflect Southern Glazer's pay bands or ranges.

Southern Glazer's Wine and Spirits provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.