Digital Customer Success Manager Jobs in Alaska (NOW HIRING)

GCI's Senior Digital Product Manager will lead the definition and delivery of the Digital product vision and roadmap, ensuring components and platforms work together to support a wholistic digital customer experience. Manage the evolution and performance of digital marketing solutions and platforms across digital channels. Apply a deep understanding of enterprise strategy, customer journeys, and connected systems to guide digital product decisions and investment prioritization. Collaborate closely with key stakeholders and crossfunctional partners to translate customer and business needs that streamline processes, maximize operational effectiveness, and demonstrate direct and measurable results.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Focus Areas - Ecommerce: 

• Responsible for the management and performance of ecommerce capabilities across digital channels. Owns the ecommerce product vision and roadmap, translating business strategies and priorities into planned, sequenced initiatives that support growth in digital sales penetration, order conversion, average order value, and reductions in costtoserve. Accountable for ecommerce experience quality, including UX/UI coherence, journey optimization, and businesscasedriven prioritization to drive revenue growth and conversion performance. Reviews digital customer journey and performance data to identify opportunities for improvement and uses SAFe Agile methodology to define product features and requirements in collaboration with Application Technology teams. Works in close alignment with the Digital Product Manager overseeing self-service capabilities. 

CrossFunctional Delivery & Agile Execution

• Collaborate with Marketing, CX, IT, and Customer Service to define features and feature acceptance criteria.
• Partner with Application Technology to support Agile delivery, QA, demos, and release activities.
• Facilitate communication on scope, timelines, and status for assigned initiatives.
• Lead onboarding and training efforts for new features, ensuring documentation and adoption readiness.
• Participate in system demos, testing, and evaluation of delivered business value.

Additional Senior Level Expectations:

• Lead crossfunctional alignment across multiple teams and initiatives to ensure cohesive delivery of digital strategy.
• Serve as a primary interface between business leadership and Application Technology for digital execution and prioritization.
• Oversee Agile delivery practices across products, ensuring consistency, quality, and value realization.
• Drive organizational adoption of new digital capabilities through change management, enablement, and stakeholder engagement.
• Mentor other product managers and elevate product management maturity across the organization.

Vision, Strategy & Roadmap

• Define and evolve digital features and products within assigned roadmap.
• Translate business objectives and customer needs into clear product requirements and user experience enhancements.
• Complete customer journey mapping and Business Process Mapping (BPM) for assigned products or initiatives.
• Define success metrics and report progress to leadership.
• Contribute recommendations to the digital roadmap based on customer insights, analytics, and stakeholder input.
• Ensure product completeness for assigned solutions across delivery cycles.
• Lead product strategy and vision for major digital platforms or experience domains across the enterprise.
• Own and evolve endtoend customer experience strategy, ensuring alignment across channels and touchpoints.
• Define longterm product roadmaps that align digital investments with enterprise strategy and measurable business outcomes.
• Guide teams in advanced customer journey orchestration, BPM, and experience innovation.
• Act as a strategic advisor to leadership on digital experience direction and investment prioritization.

Additional Senior Level Expectations:

• Lead product strategy and vision for major digital platforms or experience domains across the enterprise.
• Own and evolve endtoend customer experience strategy, ensuring alignment across channels and touchpoints.
• Define longterm product roadmaps that align digital investments with enterprise strategy and measurable business outcomes.
• Guide teams in advanced customer journey orchestration, BPM, and experience innovation.
• Act as a strategic advisor to leadership on digital experience direction and investment prioritization.

Platform Ownership, Optimization & Enablement

• Manage daytoday product ownership for assigned digital platforms.
• Partner with analytics and business teams to monitor performance, identify optimization opportunities, and support testandlearn initiatives.
• Stay current on digital trends and platform capabilities and recommend improvements.
• Coordinate with owners of adjacent systems to enable required functionality.
• Ensure platforms effectively support marketing campaigns and operational needs.

Additional Senior Level Expectations:

• Own platform strategy, governance, and investment prioritization across the digital ecosystem.
• Drive datadriven decisionmaking using advanced analytics to optimize customer experience, conversion, and operational efficiency.
• Evaluate emerging technologies and lead platform evolution to maximize return on digital investment.
• Establish standards for platform integration, scalability, and sustainability.
• Influence enterprise architecture decisions related to digital experience and customer data.

COMPETENCIES:

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees - the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
  • Strong cross functional collaboration skills, with the ability to build trust, work effectively at all levels of the organization, and develop relationships that support key priorities.
  • Strong ability to influence without authority and coach leaders while navigating organizational resistance or ambiguity.
  • Ability to facilitate meetings, guide discussions, manage time, and ensure clear next steps and accountability.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
  • Excellent verbal, written, and digital communication skills, with the ability to effectively communicate complex concepts to nontechnical audiences.
  • Ability to produce and deliver clear and concise presentations, dashboards, reports, and white papers.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
• Demonstrated knowledge of technical digital concepts and tools, including relational databases, customer data integration, analytic modeling, campaign management and business intelligence systems.
• Skilled at delivering projects in areas such as Website development, Responsive User Experience (UX) Design, Mobile Apps, Cloud Based Solutions, E-Commerce, Customer Relationship Management (CRM), Customer Data Platform (CDP), or Content Management.
• Skilled at modeling customer journeys using Business Process Mapping (BPM) to map customer and user experiences when designing solutions.
• Knowledge of marketing automation.
• Ability to translate complex digital marketing and technical concepts into clear, actionable discussions that foster shared understanding.
• Ability to identify and recommend the effective use of digital tools to enhance and improve the digital customer experience.
• Ability to work confidently within Agile delivery to define requirements, prioritize work, and deliver highquality solutions.
• Proven capability to shape, execute, and measure policy or program agenda aligned with defined outcomes and organizational goals. 
• Skilled in managing multiple concurrent sub programs while maintaining strategic perspective and alignment to overall program goals.
• Proficient in reporting, tracking, and analytical tools used to monitor program performance and budget adherence.
• Strong problemsolving and analytical abilities, capable of evaluating complex issues and identifying optimal solutions.
• Creative and adaptive issue resolution skills, applying innovative approaches when addressing challenges.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.

Additional Job Requirements:

This is a senior level position within the discipline owning vision, direction, and long-term strategy. Demonstrates advanced knowledge and proficiency in areas of responsibility functioning as a subject matter expert (SME). Performs highly complex tasks and job duties, receiving minimal to no instruction on routine work and new assignments. Works under minimal supervision with wide latitude for independent judgment.

Additional Competencies:

• Ability to effectively own product visioning, roadmap development, and strategic prioritization across competing stakeholders.
• Highly skilled at managing complex integrations, enterprise data standards, change management, and rollout at scale. 
• Advanced knowledge of technical digital concepts and tools, including relational databases, customer data integration, analytic modeling, campaign management and business intelligence systems.
• Skilled at delivering complex cross-functional projects with high organizational visibility.
• Highly skilled at modeling customer journeys using Business Process Mapping (BPM) to map customer and user experiences when designing solutions.

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Bachelor's degree in Business, Marketing, or related field. *
• Minimum of twelve (12) years of progressive experience in marketing consulting, technology, or IT related field with emphasis on website and digital platform implementation, Marketing Technology (MarTech) implementation and execution, or related background, to include: *
  • At least five (5) years working closely with crossfunctional Agile teams using one or more of the following: SDLC (Software Development Life Cycle), leveraging SAFe Agile, LEAN-Agile, Scrum Alliance, and/or blended frameworks.

Preferred: 

• MBA or master's degree in relevant field.
• Experience with traditional Waterfall.
• SAFe Product Owner/Product Manager (POPM), Certified Scrum Product Owner (CSPO), SAFe, Google Analytics, Project Management Professional (PMP), Certified Associate in Project Management (CAPM), or Program Management Professional (PgMP) certifications.
• Telecommunications experience. 
• Other relevant telecom industry or job specific certifications. 

DRIVING REQUIREMENTS: 

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:  

• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions.   
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary. 
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact num...