Director, Product Management, Platform
Role Summary: The Director of Product Management will own the development and execution of the NextGen platform product. Over the first year, the individual hired for this role will be expected to deliver key platform deliverables around features, technology, customer experience, operational improvements and business model. This role reports to the Vice President, Product Management.
Key Outcomes
- Drive key deliverables for the NextGen platform product
- Work iteratively to define new features, business logic and flows with goal to do rapid pilots to inform the end state vision
- Leveraging technology, drive a unified customer experience
- Develop a deep understanding of contact center business logic to drive solutions which enable a superior customer experience
- Define and drive an excellent customer experience for end users and Internal users (call center agents)
- Build deep partnerships with technology organization, share an informed point of view in driving technology discussions
- Build and execute a comprehensive vision for call center rep UI framework
- Understand the changing needs of the business and define the product solution to map to the operational changes
ESSENTIAL FUNCTIONS:
- Develops and executes a product management strategy defining key processes, requirements, timelines, and dependencies.
- Leads a product management team, including building and mentoring the team as well as creating a successful training environment,
- Builds and manages a product management team as well as leads cross-functional efforts.
- Builds and leverages multi-functional relationships so that product implementations are delivered seamlessly.
- Communicates effectively up and down the organization driving organizational buy-In and communicating status, changes etc
- Develops a strong understanding of industry, client, and future prospect needs and opportunities.
- Evangelizes the product(s) with the appropriate media and conference outlets.
- Assists in key sales opportunities.
Requirements
EDUCATION: Bachelor's degree or equivalent experience required. Master's degree preferred.
EXPERIENCE:
- 7-10 years of Product Management experience developing a platform
- Knowledge of engineering and technology, preferably within web services
- Prior experience partnering with operations teams, strong plus would be operations teams associated with contact centers.
- Three or more years experience building and leading teams.