Sr. Product Delivery Manager, CSS Contact Center Solutions

About the role

As a trusted advisor in Contact Center Solutions, this position plays an integral role in achieving the business objectives in support of BCD’s global contact centers. With a keen focus on the consultant and customer experience, this position will Lead in the business development, thought leadership and delivery of organizational strategy and design offerings specific to contact center management.

Responsibilities

• Conduct market research and competitive analysis to understand customer needs and market trends
• Maintain internal product, standards and governance documents to the highest level of accuracy and relevance
• Develop partnerships with key stakeholders throughout the company to more effectively understand business requirements, gauge process effectiveness, and develop customer-driven solutions
• Manage product roadmaps and releases
• Review escalated help tickets for project assessment and engage appropriate parties

Requirements

• Prior experience of contact center technologies and product delivery lifecycle
• Capable of identifying customer needs – listening to information, asking probing questions, applying knowledge, crafting solutions
• Intermediate or higher product management tools experience
• Subject matter expertise in contact center principles including configuration, telephony routing, contact center data requirements
• Excellent verbal and written communication skills with the ability to influence and engage stakeholders at all levels

Qualifications

About you

Skills

• Strong analytical and problem-solving skills
• Effective communication and interpersonal skills
• Ability to manage multiple projects and priorities
• Experience with project management methodologies

Benefits

What we offer you

• Flexible working hours and work-from-home or remote opportunities
• Opportunities to grow your skillset and career
• Generous vacation days so you can rest and recharge
• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
• Travel industry professional perks and discounts
• An inclusive work environment where diversity is celebrated

Pay

The salary range for candidates in applicable jurisdictions in the US for the position of Senior Manager, CSS Contact Center Solutions is between $94,000 and $105,000. The actual pay depends on your skills, qualifications, experience and geographical location.

Schedule

Full time, United States

Benefits

At BCD Travel, we offer unique, often global experiences that empower you to develop and grow within the organization. Sustainability and helping others is also high on our list. We make a difference through charitable activities in our communities across the globe.

Get to know us

Learn more about us by reading our blog and checking out our social media:

• https://www.bcdtravel.com/blog/
• https://www.linkedin.com/company/bcd-travel/
• https://www.instagram.com/bcdtravel/
• https://www.facebook.com/bcdtravel/

Apply Now

We’re dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about a role, but your experience doesn’t align perfectly, we still encourage you to apply.

Contact Information

If you have any questions, please contact our Talent Acquisition department at careers@bcdtravel.com.