Understanding each customer’s unique needs, goals, and challenges and ensuring they can succeed with the product or service.
Act as the “front door” for new product initiatives, systematically collecting, evaluating, and prioritizing requests to align with strategic goals and resource capacity.
Manage the end-to-end intake process and partner with UAT testing manager on release notes, Product manager to ensure strategic alignment, and CBT for IT solutions.
Have a deep understanding of product features and capabilities for both ServiceNow and Genesys.
First engagement point with business partners to understand business processes to meet their business objectives that require technical enhancements.
Lead end-to-end processes, handle dependencies, and collaborate closely with partners as part of a team.
Oversee and maintain a comprehensive portfolio of all incoming requests, ensuring high-level awareness and understanding of each submission across the products.
Serve as a key point of contact, effectively communicating with all levels of leadership throughout the business to provide updates, gather feedback, and align on priorities.
Develop, monitor, and refine reporting key performance indicators, operational metrics and analytics to support leadership decision-making.
Deliver presentations to leadership at all levels, articulating status, challenges, and strategic recommendations related to demand, intake, and prioritization.
Organize and lead monthly Product meetings, driving agenda setting, facilitating discussions, and ensuring follow-up on action items.
Effectively lead timelines and dependencies while monitoring blockers, ensuring adequate resourcing, and liaising with stakeholders and functional partners.
Own, socialize, and execute the demand intake process ensuring business needs are understood and prioritized.
Establish and maintain a value validation and realization model.
Provide support on various functional projects that require product development to meet business needs.
Promote a culture of transparency and knowledge sharing across functions.

Requirements

A minimum of 5 years of relevant business experience
Strong business insight, strategic approach, and ability to communicate clearly and concisely across all levels
Demonstrated ability to implement operational management and change readiness activities
Experience in product or platform-wide release management, in addition to deployment processes and strategies
Proficient in preparing and delivering presentations to senior leadership and large groups
Advanced proficiency with reporting and analytics tools (e.g., Excel, Tableau) to support data-driven decision making
Exceptional organizational skills with the ability to lead multiple priorities and deadlines simultaneously
Proficient knowledge of the product development life cycle, design, and data analytics
Demonstrated success in driving organizational change and adoption of new processes or technologies
Steadfast dedication to client and customer happiness
Ability to build strong business partnerships, anticipate potential needs and provide valuable solutions to business partners
Relationship management, mentoring and collaboration skills, with leaders and partners at all levels
Ability to take complex concepts, boil them down and communicate them in a simplified and user-friendly format
Strong people leadership skills in mentoring, coaching, and developing a global team.
Preferred: ServiceNow and/or Genesys knowledge
MBA or other advanced degree

Benefits

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
This position is eligible to participate in the Company’s long-term incentive program.
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits: Vacation –120 hours per calendar year.
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year.
Holiday pay, including Floating Holidays –13 days per calendar year.
Work, Personal and Family Time - up to 40 hours per calendar year.
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child.
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year.
Caregiver Leave – 80 hours in a 52-week rolling period10 days.
Volunteer Leave – 32 hours per calendar year.
Military Spouse Time-Off – 80 hours per calendar year.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

product development life cyclerelease managementoperational managementdata analyticsreportingkey performance indicatorschange managementstrategic alignmentpresentation skillsdemand intake process

Soft Skills

business insightstrategic approachcommunicationorganizational skillsrelationship managementmentoringcollaborationclient dedicationproblem-solvingleadership

Certifications

MBAadvanced degree