The Coca-Cola Company is looking to improve the digital tools and workflows that support their agents and technicians who resolve customer issues, aiming to simplify complex work, reduce friction, and enhance the speed, accuracy, and confidence of service interactions.
Requirements
- Proficiency in modern discovery and delivery practices
- Strong analytical thinking, with comfort using data and experimentation in decision-making
- Experience with operational workflows, customer support tools, or field service environments
- Familiarity with case management, scheduling, triage, or dispatch systems
- Exposure to products that support high-volume, time-sensitive work
- Understanding of how frontline teams use technology in real-world settings
- Comfort working in domains where speed, accuracy, and reliability are critical
Responsibilities
- Own the vision, outcomes, and roadmap for the Agent & Technician Experience
- Define the most important user and business problems to solve, with clear success metrics tied to speed, accuracy, service quality, and confidence
- Lead discovery through field observation, shadowing, user research, data analysis, and experimentation
- Translate insight into clear priorities, roadmaps, and product requirements
- Partner closely with design and engineering to deliver solutions that are valuable, usable, feasible, and aligned to strategy
- Use performance data and user feedback to guide iteration and continuous improvement
- Explore opportunities to apply data, automation, or intelligent assistance to support faster, more confident resolution
Other
- 5+ years in product management or related fields (engineering, design, data, research)
- Demonstrated success shaping and shipping digital products that meet user needs and deliver business impact
- Clear, compelling communication across technical and non-technical audiences
- Ability to balance multiple priorities and make thoughtful trade-offs in complex environments
- Must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Company's sponsorship to continue to work legally in the United States.
