Senior Product Manager (Contact Center Strategy)

Craft a contact center vision and strategy that’s aligned with tech and operational leaders

Orchestrate a holistic, scalable contact center solution that maximizes customer experience while increasing efficiency

Create a digital-first strategy shifting call volume intelligently towards digital channels for maximum impact and ROI

Align with leadership on key business metrics for collections and customer care

Optimize outbound campaigns leveraging ML/Predictive modeling to improve right party contacts rates as well as payment outcomes

Collaborate with operations teams on supporting workforce management systems

Partner closely with engineering to drive the creation, planning, prototyping, and development of products and features in support of key product metrics and goals

Foster strong relationships with subject matter experts, analysts, data scientists, and technology teams across Lendbuzz

Own, prioritize and maintain the product backlog

Analyze and articulate insights from data to inform product roadmap decisions and drive alignment across functions and senior leadership

Break down features into detailed stories and acceptance criteria that can be executed by an agile team. Find ways to deliver value incrementally.

Effectively communicate to a wide business audience project status and post-launch measurement of progress

6+ years of experience in Product Management roles

5+ years of experience in contact center technologies

Proven ability to scope and author comprehensive business and technical product requirements.

In-depth knowledge of Scrum, Kanban, or other agile software development methodologies

Significant experience running inbound and outbound campaigns a must

Strong project management skills, with a keen attention to detail and ability to manage projects of varying sizes and scopes

Passion for product development, data science, and the intersection of software and finance, with additional experience in financial markets or the automotive industry being a plus.

Ability to collaborate effectively across functional groups with adaptability and empathy

Proven ability to prioritize and manage multiple complex work streams simultaneously, ensuring efficient and effective project execution.

Demonstrated capability to prioritize and manage multiple complex work streams simultaneously, ensuring efficient and effective project execution

Strong communication skills for providing clear direction and motivating project teams effectively