Define product vision and strategy for Intelligent Routing and Workforce Optimization, aligned to Contact Center Modernization (CCM) and enterprise servicing priorities
Own the end-to-end product roadmap and scaled delivery for inbound/outbound intelligent routing across Customer Service and Collections
Drive measurable improvements in care time, NPS, and Voice of Customer
Lead product management for CCM Workforce Planning Optimization platforms
Deliver intelligent, human-centered routing and work orchestration, connecting customers and balancing workload effectively across geographies and service-level needs
Drive workforce optimization outcomes, improving schedule accuracy, service delivery, reliability, and employee experience through streamlined processes and enabling tools
Own platform integration strategy and execution to ensure seamless end-to-end connectivity across CCM, Workforce Planning Optimization, Workforce Management, and intraday systems
Partner cross-functionally with Contact Center Operations, Technology, Architecture, Data, Risk, Compliance, and Experience Design to deliver secure, compliant, high-quality capabilities at scale
Establish product metrics and operating cadence
Accountable for longer-term platform capabilities including APIs and microservices for workforce planning, workforce management, and intraday management in a modern cloud-based environment
Champion modernization and change adoption, influencing stakeholders and guiding rollouts that enable seamless omnichannel servicing across voice, digital, chat, and messaging

Requirements

Bachelor’s degree and 8 years of relevant experience in product management, platform delivery, servicing operations technology, or equivalent.
In lieu of a degree, 12 years of relevant experience in product management, platform delivery, servicing operations technology, or equivalent
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), including backlog management, release planning, and dependency management
Experience translating business goals into product requirements, user stories, acceptance criteria, and iterative releases
Proven ability to partner with engineering and architecture leaders on integration scope, technical tradeoffs, and sequencing
Strong written and verbal communication skills with both technical and non-technical stakeholders, including executive updates.
Ability to work Eastern Time Zone hours, while partnering with global stakeholders
Ability and flexibility to travel for business as required

Benefits

Flexibility to work from home near one of the Hubs or in the office
Annual bonus based on individual and company performance

Applicant Tracking System Keywords

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

Hard Skills & Tools

product managementworkforce optimizationplatform deliveryAgilebacklog managementrelease planningAPIsmicroservicesprocess reengineeringautomation

Soft Skills

leadershipcommunicationcross-functional collaborationinfluencing stakeholderschange adoptionproblem-solvingstrategic thinkingcustomer focusadaptabilityteamwork