Vice President, Product Management
Cognyte
Cloud
Job Level
Lead
Tech Stack
Cloud
About the role
- Drive effortless customer experience by building strategies to reduce pain points, friction, and repeat calls
- Manage the Quality Assurance program for North America, Europe and Latin America
- Manage team to meet contractual audit compliance each month and capture hygiene and suspected fraud red flags
- Lead strategic initiatives and tactical actions to support operations in meeting CSAT and FCR targets across eleven lines of business
- Build TaskUs specific customer experience analysis and capture insights
- Work with site operation leaders, client services, recruiting, training, operations, client services and data science teams to drive alignment and execution
- Build and develop talent within the Quality team, implementing structure, processes and mentorship for sustainability
- Provide insight to develop strategic plans and help executive management set direction
- Ensure balanced project workloads through cross training and teamwork
- Develop processes for training new team members, increase efficiency and quality assurance
- Build a scalable governance process and be Quality thought leader
- Support growth at a global scale and quantify business cases to drive cross-functional changes
Requirements
- Excellent communication and presentation skills
- Strong leadership presence and passion for leading quality teams
- Experience in leading quality control/quality analysis organization or leading cross-functional quality improvement projects and teams
- Experience in capturing business insights and driving process changes and improvements in the contact center industry
- Global experience of a minimum of 5 years in supporting other geographies in a contact center environment
- Minimum of 15 years of demonstrated management ability across diverse functions
- Lean Six Sigma certification preferred (green belt)
- Proven track record of collaborating with cross-functional groups
- Excellent English communication skills both written/verbal
- Strong critical thinking and exceptional problem-solving skills
- Proven track record of breaking down a complex process and identifying key pain points
- Passion for mission of ensuring a world-class support experience
