Description

The ESS Voice Channel Product Management Professional 2 leads or coordinates cross-functional project/program teams from design to delivery of fully-developed voice customer experience solutions. The Product Management Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.

Responsibilities

The Product Manager 2 Leads all phases of the product life cycle, from inception to introduction into the marketplace, by developing products to meet specific customer needs and achieve specific cost and success outcomes. Once products are launched, monitors efficacy of products and uses customer and business partner feedback to ensure products are meeting customer needs across each customer segmentation, adjusting products over time to continue to achieve the desired outcomes. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. Follows established guidelines/procedures.

Required Qualifications

• Minimum of 3 years product or program management experience
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

• Experience supporting voice or digital customer solutions.
• Preference given to applicants with contact center and especially healthcare industry related contact center experience
• Certification as a SAFe Agile PO/PM or Scrum Master
• Experience supporting contact center solutions with a preference for experience with Salesforce, Genesys, Avaya and Nuance Natural Language IVR solutions