ESS Voice - Product Manager 2

Profile

Description

The ESS Voice Channel Product Management Professional 2 leads or coordinates cross-functional project/program teams from design to delivery of fully-developed voice customer experience solutions. The Product Management Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.

Responsibilities

The Product Management Professional 2 monitors performance and recommends schedule changes, cost adjustments or resource additions required to ensure the full velocity and efficacy of their assigned Scrum delivery teams. They will be required to investigates facts and develop solutions to problems during the design and planning phases. They will also provide timely and accurate information and status updates to product managers, stakeholders and release team partners. May be responsible for feasibility and usability studies, identification of product gaps, defining requirements and engaging with customers to understand market needs and trends. Understands department, segment, and organizational strategy as well as stakeholder operating objectives, including their linkages to related areas. Makes decisions regarding own work methods, occasionally in ambiguous situations. Requires minimal direction and receives guidance where needed. Follows established guidelines/procedures and has demonstrated success delivering measurable end user value using SAFe Agile methodologies.

Required Qualifications


Bachelor's degree or equivalent related work experience
Minimum of 3 years product or program management experience
Must be passionate about contributing to an organization focused on continuously improving consumer experiences


Work at Home/Remote Requirements


Must ensure designated work area is free from distractions during work hours and virtual meetings
Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 10x1 (10mbs download x 1mbs upload) for optimal performance of is required


Preferred Qualifications


Experience supporting voice or digital customer solutions
Preference given to applicants with contact center and especially healthcare industry related contact center experience
Certification as a SAFe Agile PO/PM or Scrum Master
Experience supporting contact center solutions with a preference for experience with Salesforce, Genesys, Avaya and Nuance Natural Language IVR solutions


Scheduled Weekly Hours

40

Company info

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