Description

The Principal Product Manager conceives of, develops, delivers, and manages products for customer use. The Principal Product Manager provides strategic advice and guidance to functional team(s). Highly skilled with broad, advanced technical experience.

Responsibilities

Principal Product Manager 

The Principal Product Manager leads all phases of the product life cycle, from inception to introduction into the marketplace, by developing products to meet specific customer needs and to achieve specific cost and success outcomes. Once products are launched, monitors efficacy of products and uses customer and business feedback mechanisms to ensure products are meeting customer needs across each customer segmentation.  Adjusts and advances products over time to continue achieving product goals and outcomes as well as to drive innovation through anticipating customer needs and desired outcomes. Provides strategic advice and guidance to executives across the enterprise to develop and drive CECP program strategy forward in partnership with segment and/or enterprise-wide functional strategies.  Provides strategic advice and guidance to multiple teams across the program to ensure CECP is executed as an enterprise platform that meets the needs of multiple businesses and associated customers.    

The Principal Product Manager understands the strategic vision of the organization and develops the product/platform vision and roadmap aligning to the strategic vision of the CECP program. Works with end users and customers to understand and solve for their varying needs. Guides multiple Product Owners to ensure CECP program vision and goals, paired with business-level priorities, are translated into features and user stories to populate product backlogs across the program. Accountable for setting priorities and balancing investments in short‐term tactical product improvements with long‐term strategic product investments. Provides clear guidance to delivery teams on customer needs and expected product outcomes, but hands authority over to teams to make decisions about how to achieve these outcomes and meet customer needs. During Program Increment/iteration (PI) planning sessions, presents key features/capabilities to be delivered in the PI. This role is responsible for discussing the product progress and communicating regularly to key executive stakeholders. Provides adequate information and updates to the Program Portfolio Manager so that informed decisions can be made. Partners with Product Owners and Scrum Masters across the CECP program to create a weekly update rollup including key milestones, risks, and dependencies to the Program Portfolio Manager for the CECP product. 

This role will focus on: 
 

Being a visionary in defining the product: 

• Helps understand business needs, flows and requirements to frame product vision against business needs and risks 

• Sets the product vision and roadmap 

• Presents key features and capabilities to be delivered 

• Leads discussions with stakeholders of enterprise-wide in-flight initiatives to align with portfolio in a systemic and cross-domain fashion 

• Links cross-team dependencies, connects upstream and downstream impacts, and drives discussion and requirement exchanges 

• Provides deep insight and analysis into decision points 

• Identifies product gaps and adjusts roadmap to drive innovation 

• Understands and addresses market trends that may impact product 
   

Delivering through new ways of working: 

• Understands the needs of the end user community as well as the differing customer types and acts as their spokesperson within the product while unblocking issues and driving delivery 

• Understands Contact Center as a Service (CCaas) infrastructure components and relevance to the CECP platform  

• Collaborates on prioritizing features in the backlog across multiple implementations of the product 

• Stays on top of the progress made on the product and any slippages thereof 

• Builds strong relationships with key stakeholders at varying levels of the enterprise and provides weekly status updates on the product progress to Program Portfolio Manager for distribution 

• Works closely with the Product Owners and Scrum Masters to obtain weekly product updates 

• Informs the Program Portfolio Manager of product updates and assists in decision making to meet overall roadmap milestones and flag risks and dependencies

Required Qualifications: 

• Bachelors’ Degree 

• 8+ years of contact center strategic planning, infrastructure and operations experience 

• 5+ years of technical experience with majority of time on cloud implementations or migrations 

• Experience in Agile methodology and program delivery  

• Experience problem solving and consultation within complex environments 

• Experience facilitating cross-functional teams’ efforts 

• Clear and concise oral and written communication skills and strong interpersonal skills 

• Experience working in an agile environment and leading decentralized teams 

• Ability to make informed decisions in a high-pressure environment  

• Must be passionate about contributing to an organization focused on continuously improving consumer experiences 
   

Preferred Qualifications: 

• Scaled Agile Certification 

• Work experience in a health care and /or Insurance setting 

• Master’s degree