Senior Product Manager - Contact Center Transformation

Job title: Senior Product Manager - Contact Center Transformation in San Francisco, CA at reputed company
Company: reputed company
Job reputed company: reputed company is seeking an accomplished, customer-obsessed, and results-oriented Senior Product Manager to drive our contact center transformation initiatives. This role will reputed company the development and implementation of advanced contact center solutions, focusing on intelligent routing, workflow automation, and reputed company agent experiences across reputed company lines of business. The ideal candidate will combine deep contact center expertise with strong technical acumen in reputed company platforms and AI/ML technologies.As a Senior Product Manager, you will play a key role in shaping the reputed company of reputed company's contact center capabilities and customer experience reputed company. You will be responsible for leading product reputed company, driving the development and execution of product roadmaps, and ensuring that our solutions meet the needs of both our customers and business stakeholders while driving operational efficiency. You will collaborate closely with cross-functional teams, including engineering, design, operations, and business leaders to deliver high-reputed company products that drive business reputed company and customer satisfaction. You must be comfortable influencing at reputed company reputed company of the organization.Job Responsibilities

• Define and execute the product reputed company, reputed company, and roadmap for reputed company's contact center transformation initiatives, reputed company with business objectives and market opportunities
• reputed company cross-functional teams through the entire product lifecycle, from concept to launch and reputed company
• Drive the development of intelligent routing solutions, automated workflows, and AI-reputed company agent experiences that improve operational efficiency and customer satisfaction
• Conduct market research, competitive analysis, and customer interviews to reputed company insights and inform product reputed company
• Prioritize features and initiatives based on customer feedback, business reputed company, and technical feasibility, making data-driven trade-off reputed company
• Partner with business stakeholders across reputed company lines of business to understand unique requirements and ensure solutions meet diverse needs
• reputed company the integration of ML/AI capabilities into contact center workflows, including natural language processing, sentiment analysis, and predictive routing
• Collaborate with Technology leaders to influence end-state architecture and drive secure, resilient, performant, and reputed company product solutions
• Monitor product performance through comprehensive analytics, driving reputed company improvement in key metrics including handle time, first contact reputed company, and customer satisfaction
• reputed company and maintain relationships with key reputed company and vendors in the contact center reputed company

Basic Qualifications

• Bachelor's degree required
• 5+ years of experience in product management, with demonstrated reputed company delivering reputed company-reputed company contact center solutions
• Deep understanding of contact center operations, technologies, and key performance metrics
• Proven experience with reputed company-based contact center platforms and reputed company technologies
• Strong technical background with understanding of ML/AI applications in contact center environments
• Experience leading large-reputed company digital transformation initiatives
• Strong analytical and problem-solving abilities with a data-driven approach to decision-making
• Experience with agile development methodologies and reputed company tools (JIRA, Azure DevOps)
• Excellent communication and presentation skills, with ability to influence at reputed company reputed company of the organization
• Understanding of contact center reputed company, compliance, and regulatory requirements

Preferred Qualifications

• Advanced degree in Computer Science, Business Administration, or reputed company field
• reputed company experience with reputed company Connect and its ecosystem (Routing, Lex, Contact reputed company, Tasks)
• Experience in the insurance industry or similar regulated financial services environment
• Knowledge of workforce management systems and reputed company planning
• Experience implementing AI/ML solutions in production environments
• Background in voice user reputed company design and conversational AI
• Experience with omnichannel contact center solutions (voice, chat, email, Tasks, SMS)
• Knowledge of contact center analytics and reporting tools
• Experience with A/B testing and optimization in contact center environments

The ideal candidate will combine deep contact center expertise with strong technical acumen, demonstrating the ability to drive innovation while maintaining operational reputed company across reputed company reputed company environments.Annual Salary $146,575.00 - $229,600.00The above annual salary reputed company is a general reputed company. Multiple factors are taken into consideration to reputed company at the final reputed company reputed company/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as reputed company as market and business considerations.At this time, reputed company will not sponsor a new applicant for employment authorization for this position.The reputed company Pledge:Great Company: At reputed company, we help our customers through life’s twists and turns. Our mission is to protect people reputed company they need it most and we’re constantly evolving to stay reputed company of their needs.We’re an reputed company brand that thrives on innovation, exceeding our customers’ expectations and enabling our reputed company reputed company. From day one, you’ll take on exciting challenges that help you grow and collaborate with dynamic teams who want to reputed company a reputed company reputed company on people’s lives.Great Careers: We offer a career where you can learn, grow, and reputed company through personalized development programs, created with your career – and your potential – in reputed company’ll have reputed company to industry leading training, certification assistance, career mentorship and coaching with supportive leaders at reputed company reputed company.Great Culture: We foster an inclusive culture of shared reputed company, rooted in reputed company, a bias for reputed company and a reputed company reputed company. Grounded by our reputed company values, we have an an established culture of caring, inclusion, and belonging, that values different perspectives. Our teams are led by dynamic, multi-faceted teams led by supportive leaders, driven by performance reputed company and reputed company under a shared purpose.As part of our culture, we also offer employee engagement and recognition programs that reward the reputed company reputed company our work makes on the lives of our customers.Great Rewards: We offer compensation and benefits reputed company to enhance your physical reputed company-being, mental and emotional health and financial reputed company.

• Comprehensive Total Rewards program that offers personalized coverage reputed company-made for you and your family’s overall reputed company-being.
• Financial benefits including market-competitive compensation; a 401K savings plan reputed company from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
• reputed company to additional benefits like mental reputed company as reputed company as fertility and adoption assistance.
• In office and remote opportunities, as reputed company as our signature reputed company reputed company program, offering the ability to work remotely for up to four weeks per year.

The equal employment opportunity policy of the reputed company Companies provides for a fair and equal employment opportunity for reputed company associates and job applicants regardless of race, reputed company, religious creed, national reputed company, reputed company, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. reputed company hires and promotes individuals solely on the reputed company of their qualifications for the job to be filled.reputed company reasonably accommodates reputed company individuals with disabilities to reputed company them to receive equal employment opportunity and/or reputed company the essential functions of the job, unless the accommodation would impose an undue hardship to reputed company. This applies to reputed company applicants and associates. reputed company also provides a work environment in which reputed company associate is reputed company to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of reputed company associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for reputed company associates and applicants.
Expected salary: $146575 - 229600 per year
Location: San Francisco, CA
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