Director, Product Management - CX & Contact Center Technology

Overview

The Director, Product Management – Customer Experience (CX) & Contact Center Technology (Global) will lead the strategy, execution, and delivery of technology products that power the global contact center ecosystem, while enabling broader end-to-end customer experience (CX) transformation.

Key Responsibilities

• Define and execute the global product strategy and roadmap for contact center technologies, aligned with CX and business priorities.
• Ensure scalability, consistency, and performance of contact center capabilities across regions.
• Translate Voice of Customer insights, analytics, and operational needs into prioritized product investments.
• Align contact center product initiatives to end-to-end customer journey improvements.
• Establish and lead dedicated cross-functional product pods focused on the highest-impact contact center and CX capabilities.
• Implement a scalable agile pod/squad model enabling faster iteration and delivery, continuous feedback loops, and strong alignment between CX strategy and product outcomes.
• Standardize product management practices, governance, and delivery frameworks globally.
• Lead and coordinate the work of cross-functional pod teams, including Product Managers, Service / CX Designers, Engineering leads and teams, QA leads and testing teams, Architects, Product Analysts, and Project / Delivery Managers.
• Drive alignment from insight, design, build, deploy, and optimize.
• Remove silos and ensure end-to-end ownership and accountability across delivery teams.
• Own and drive strategy and execution across key platforms, including CRM systems, Customer Data Platform (CDP), Knowledge Base / Knowledge Management, Agent Workspace / Desktop Experience, Amazon Connect, Communication Services, and Mainframe customer systems and legacy integrations.
• Own and drive strategy and execution across key platforms, including AI-driven capabilities such as Conversational AI and virtual agents, Intelligent routing and automation, Agent assist and real-time support, Predictive insights and personalization.
• Partner with Data & Analytics to embed advanced decisioning into product capabilities.
• Continuously evaluate and scale emerging technologies.

Requirements

• Bachelor’s degree in Business, Technology, Engineering, or related field (MBA preferred).
• 10+ years of product management experience, with leadership responsibilities.
• Proven experience in contact center technologies and customer experience platforms.
• Experience leading global, cross-functional teams and transformation initiatives.
• Strong background in Agile product management and pod/squad operating models.
• Experience with CRM, CDP, contact center platforms (e.g., Amazon Connect), and digital CX ecosystems.
• Deep experience leading and implementing AI-driven solutions within contact center environments, including conversational AI, intelligent routing, agent assist, and automation at scale.
• Strong product strategy, roadmap development, and execution capabilities.
• Ability to translate customer insights into scalable product solutions.
• Deep understanding of contact center operations and technologies.
• Expertise in cross-functional team leadership and delivery orchestration.
• Strong analytical and data-driven decision-making skills.
• Excellent stakeholder management and executive communication skills.
• Ability to manage complexity across global, matrixed organizations.
• Customer-Centric Mindset: Deep focus on improving customer and agent experiences.
• Strategic Thinking: Connects product decisions to long-term CX and business outcomes.
• Execution Excellence: Drives speed, quality, and accountability in delivery.
• Collaboration & Influence: Aligns diverse stakeholders and cross-functional teams.
• Innovation & Agility: Embraces new technologies, including AI, and drives continuous improvement.
• Leadership & Team Development: Builds, motivates, and develops high-performing teams.

Benefits

• Access to medical, dental, vision, life, and disability insurance.
• Eligible to elect other voluntary benefits including Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages.
• 401(k) Retirement Plan with company matched contributions.
• Full training to learn the business and enhance professional skills.
• Employee discounts, including discounted prices on the purchase of Avis/Budget cars.
• Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more.

Pay

The annual starting salary for this position is between $220,000 – $235,000 annually. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications of the successful candidate.