Director, Product Management

The Director, Product Management influences the strategy, roadmap, and delivery of high value programs associated with the contact center ecosystem. This leader will partner across the business to deliver on key business objectives to include driving step change improvements in the self-service customer experience. This position is responsible for the continued elevation of the customer experience on Cox digital platforms. Position Responsibilities

: Owns the strategy, vision, and enhancement/capability roadmap for contact center platforms and ensures successful execution of development with technology partners

Responsible for achieving business case value associated with feature delivery and ensures effective prioritization to maximize value creation

Influences and executes on enhancements that enable future strategy in partnership with business teams

Partners closely and effectively with technology development team to ensure understanding of business objectives and commitments to drive business value are achieved

Lead cross-functional teams to define intake and effective prioritization processes for platform enhancement and long-term horizons

Effectively and transparently communicate program status to include roadmap program, successes, opportunities, and ensure clear alignment to vision to build support and alignment across the organization

Proactively build and maintain relationships across the organization and leverage those relationships to effectively manage and deliver upon customer experience outcomes

Stays current on industry trends and next generation solutions to continue driving innovation for employees and customers

Defines and drives continuous process improvements and ensures strategy is strongly grounded in data and metrics systems

Required

: A bachelor’s degree in a related discipline and 10 years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 8 years of experience; a Ph.D. and 5 years of experience; or 14 years of experience in a related field

5+ years’ experience in a management or leadership role

Demonstrated ability to lead product ideation, discovery and delivery in an Agile environment with a strong focus on collaboration between customers, stakeholders and delivery teams

Demonstrated ability to manage multiple concurrent objectives, projects or activities that can be impacted by shifting priorities

Experience in successfully leading platform business delivery teams and programs

Experience delivering on large scale implementation projects

Ability to travel up to 20%

Preferred

: Experience in Contact Center AI (CCAI) or Contact Center as a Service (CCaaS)

Experience with technology delivery in an agile development lifecycle

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