Director / Technical Product Owner - Contact Center

Full-time - Director

About the position

The Director / Technical Product Owner - Contact Center will support and help drive product vision, strategy, and delivery of omni-channel experiences and capabilities that ensure a resilient and stable platform to enable frictionless experience to our clients in every interaction. In this role, you will be: Creating and championing a client obsessed product vision, strategy, and roadmap. Collaborating and coordinating across multiple squads in multiple business units to deliver an amazing client and associate experience. Driving transformation of enterprise capability to meet the shifting expectations of our business.

Responsibilities

• Creating and championing a client obsessed product vision, strategy, and roadmap.
• Collaborating and coordinating across multiple squads in multiple business units to deliver an amazing client and associate experience.
• Driving transformation of enterprise capability to meet the shifting expectations of our business.

Requirements

• Experience in a strategy role within product development or client experience.
• Extensive experience creating and implementing a frictionless customer experience that has proven to increase client engagement and business growth.
• Strong expertise in creating strategy, implementing technology, and running operations for high engagement contact centers at scale.
• Experience supporting large scale and complex enterprise platforms that support customer experience and associate effectiveness.
• Experience leading engineering teams to develop and apply reusable artifacts and frameworks, reference architectures, design, development, change management, release management, and QA best practices.
• Experience and expert level knowledge working with various digital and contact center technology vendors, platforms and solutions.
• Certified Scrum Product Owner or equivalent experience required.
• Pragmatic Marketing or equivalent Product Management certifications a plus.
• BS/BA degree, MBA a plus, or equivalent experience.

Nice-to-haves

• Being client obsessed is in your DNA and you’re a student of both the client and associate experience.
• You look for opportunities to innovate and take thoughtful risks to deliver value faster.
• You demonstrate ability to work with emerging technology capabilities, rapidly learning, and scaling innovative solutions.
• You have extensive experience with and are at comfort being the connective tissue across client, business, and technology needs in thoughtful & meaningful ways.
• You bring a data-driven approach to decision making, both in day-to-day management and in making strategic trade-offs.
• You’re intellectually curious and love learning new skills and capabilities.
• You have a proven ability to create and articulate an inspiring vision that translates into real value.