Senior Product Manager (Contact Center Strategy)

Key Responsibilities

• 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

Key Requirements

• 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
• 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