Define product vision and strategy for Intelligent Routing and Workforce Optimization.
Own the end-to-end product roadmap and delivery for inbound/outbound intelligent routing.
Lead product management for Workforce Planning Optimization platforms, focusing on platform modernization and capability delivery.
Own platform integration strategy and execution to ensure seamless connectivity across systems.
Establish product metrics and operating cadence including KPIs.
Accountable for longer-term platform capabilities including APIs and microservices.
Perform other duties and/or special projects as assigned.

Requirements

Bachelor’s degree and 8 years of relevant experience in product management, platform delivery, servicing operations technology, or equivalent.
12 years of relevant experience in lieu of a degree.
8+ years leading cross functional initiatives across business and technology teams with measurable outcomes.
Demonstrated experience delivering customer service, servicing, contact center, process reengineering and automation, or agent workflow solutions at enterprise scale.
5+ years working in Agile at scale (SAFe preferred).
Strong written and verbal communication skills with both technical and non-technical stakeholders.
Ability to work Eastern Time Zone hours.
Ability and flexibility to travel for business as required.

Benefits

Flexible work arrangements
Professional development opportunities
Annual bonus based on performance
Health insurance
Retirement plans

Applicant Tracking System Keywords

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

Hard Skills & Tools

product managementplatform deliveryworkforce optimizationintelligent routingplatform integrationAPIsmicroservicesAgileSAFeprocess reengineering

Soft Skills

communication skillscross functional leadershipflexibilityaccountabilitystrategic thinkingproblem solvingcollaborationcustomer service orientationorganizational skillsstakeholder management