Product Manager (W2)

Job Title:- Sr. Product Manager

Location: Columbus, Ohio Hybrid Easton

Proper LinkedIn

W2

Summary:

The Product Execution Manager Senior leads the more complex contact center product development projects to completion and maintains a strategic plan for product and line of business development. This role will be particularly focused on contact center as it applies to commercial banking

Job Description:

• Customer Training & Support: Conduct hands-on training sessions and provide ongoing technical support for end-users and administrators
• Strategic IT Roadmap Development: Collaborate with business partners to develop and maintain comprehensive IT roadmaps that align with the contact center's strategic goals and objectives.
• Stakeholder Engagement: Engage with key stakeholders to gather requirements, understand business needs, and ensure alignment of IT initiatives with business priorities.
• Project Management: Oversee the planning, execution, and delivery of IT projects, ensuring they are completed on time, within scope, and within budget.
• Vendor Management: Manage relationships with external vendors and service providers to ensure the delivery of high-quality IT solutions and services.
• Continuous Improvement: Promote a culture of continuous improvement by identifying and implementing best practices and process enhancements.
• Deep understanding of enterprise contact center operations, best practices, and omnichannel workflow
• Proven experience in developing and managing IT roadmaps in a contact center or similar environment.
• Strong project management skills, with a track record of successfully delivering complex IT projects.
• Experience with vendor management
• Strong analytical and problem-solving skills, with the ability to think strategically and drive innovation.
• Working with Business Analysts to break down work into agile methodology
• Working with business and IT to ensure all requirements are met.
• Monitoring product to provide transparency to Business and IT leadership on project status and any issues.
• Maintain a strategic plan for product development
• Drive utilization of contact center features and functionality to business partners.
• Provide insights and consultation on product use and best practices
• Maintain functional knowledge on all contact center technology products
• Provide expert level consultation services as it applies to use of contact center products
• Develop and maintain deep understanding of commercial banking
• Deliver on net ROI for implemented projects

Required experience:

• Bachelor's Degree

Beneficial Experience:

• Bachelor's degree in IT and/or business, contact center product or related experience
• Product management or delivery experience in customer self-service, contact center, call center or commercial banking
• Experience in creating re-designed Consumer or Business and Commercial Banking customer experiences
• Ability to translate business needs to technology teams
• Experience with contact center tools and technology
• Cisco UCCE, Nuance, E-gain, Finesse, Virtual Hold Technology, Verint WFO Suite.
• User-centered design and usability expertise
• Self-starter who develops plans and is committed to hitting delivery dates
• Strong analytical skills and familiarity with the Software Delivery Lifecycle
• Excellent written and verbal (face-to-face and phone) communication skills including professional grammar and demeanor
• Ability to develop working relationships with individuals at all levels of an organization
• Strong organizational skills and attention to detail
• Ability to enable business users to manage toolsets
• ROI analysis and prioritization
• Experience with Agile methodologies.
• Experience with advanced contact center products including, chatbots, speech recognition, visual IVR, Chat, Text and Asynchronous chat.

Navya Gupta

Sr. IT Technical Recruiter

Phone:-
Email:

Gtalk:

Linkedin id:-