Customer Support

• Act as the subject-matter expert for our customers, ensuring solutions help resolve complaints effectively and efficiently during live calls while delivering measurable value for both customers and the organization.
• Understand call center operations, customer pain points, and business objectives to design AI-driven call center workflow solutions that create value for the customer and business within regulatory guidelines.
• Help guide the organization through digital transformation with a persistent focus on customer problems to solve, rather than delivery of features requested; Drive adoption of agile ways of working within product teams and stakeholders to rapidly innovate and deliver measurable value.
• Optimize effective product discovery via accountability to value and viability testing, while facilitating cross-functional product team opportunities to complete usability and feasibility testing.
• Partner closely with UX teams to design and execute user research that uncovers deep customer insights, ensuring product decisions are grounded in real user needs and behaviors.
• Collaborate closely with engineering, UX, and data science teams to deliver innovative solutions at speed.
• Define use cases/user stories and own roadmaps with a focus on modular product/service innovation; ensure that definitions are aligned to needs of the diverse global operations and quality teams within ADC.
• Drive adoption of modern product practices, including Agile, OKRs, and continuous delivery.

Product Manager – Customer Experience

Business Architect – Global Customer Experience and Operations