Product Manager- Voice

You enjoy shaping the future of product innovation as a core leader, driving value for customers, guiding successful launches, and exceeding expectations. Join our dynamic team and make a meaningful impact by delivering high-quality products that resonate with clients.

As a Product Manager in Voice Business Management Operations, you are an integral part of the team that innovates new product offerings and leads the end-to-end product life cycle. As a core leader, you are responsible for acting as the voice of the customer and developing profitable products that provide customer value. Utilizing your deep understanding of how to get a product off the ground, you guide the successful launch of products, gather crucial feedback, and ensure top-tier client experiences. With a strong commitment to scalability, resiliency, and stability, you collaborate closely with cross-functional teams to deliver high-quality products that exceed customer expectations.

Job responsibilities

• Develops a product strategy and product vision that delivers value to customers
• Manages discovery efforts and market research to uncover customer solutions and integrate them into the product roadmap
• Owns, maintains, and develops a product backlog that enables development to support the overall strategic roadmap and value proposition such as Product vision, development, execution, risk management, and business growth targets
• Builds the framework and tracks the product's key success metrics such as cost, feature and functionality, risk posture, and reliability
• Manage discovery efforts and market research to uncover customer solutions and integrate them into the solution interaction management strategies 
• Collaborate with cross-functional teams and products to plan and lead product initiatives, fostering a culture of teamwork and partnership to achieve shared goals
• Build and maintain strong relationships with stakeholders, action as a trusted advisor and success enabler
• Own the product performance, ensuring accountability and reliability in achieving business objectives and compiling “wins” for the organization
• Monitor the market trends, conduct competitive analysis, and identify opportunities for product differentiation
• Develop innovative concepts and manage experimentation inclusive of solutions and services that streamline the customer journey, improve specialist targeting, and delivers efficiency 
• Develop presentations and communication strategies for consumption across multiple levels of the organization, from Executive Leadership to Front Line Workforce Team Members 

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in product management or a relevant domain area
• Advanced knowledge of the product development life cycle, design, and data analytics
• Proven ability to lead product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management
• 10+ years of experience in interaction management, call routing, call flow design and configuration strategies 
• Core understanding of Amazon Connect Cloud Contact Center Solutions & Services, with advanced knowledge specific to design enablement, configuration management, customer journeys and queue & specialist targeting. 
• Expertise in client and customer relationship management, with the ability to easily build rapport and focus on customer needs
• Experience driving change within organizations and managing stakeholders across multiple functions
• Background in business and technology architecture discipline
• Strong competencies in communications, presentation development, functional and comparative analysis and financial modeling 
• Must have the ability easily assimilate information and learn new applications and processes and ability to analyze complex system requirements and present findings to both

Preferred qualifications, capabilities, and skills

• Demonstrated prior experience working in a highly matrixed, complex organization
• Strong analytical and problem-solving skills with a keen attention to detail 
• Experience supporting more than one CCB Operations Function/Line of Business