Remote Senior Product Specialist - Remote Eligible

Senior Product Manager - Remote

In this role, you will spearhead the development of innovative solutions tailored for Contact Center Agent Experiences and Workflows. Your leadership will guide cross-functional teams to create user-friendly tools and automated workflows that empower agents to efficiently resolve customer inquiries. Your efforts will directly contribute to enhancing the quality of customer interactions handled daily. This role offers a unique opportunity to shape the agent experience and make a tangible impact in customer service processes globally.

Accountabilities

• Defining and executing the vision, strategy, and roadmap for agent experiences and workflows.
• Leading end-to-end product development from discovery to launch, ensuring features align with customer and business objectives.
• Collaborating with engineering, design, and data science to develop intuitive, scalable agent tools.
• Integrating analytics and AI insights into workflows to enhance agent productivity.
• Conducting user research to gather feedback and identify pain points.
• Maintaining a roadmap in line with company goals and customer success metrics.
• Working with cross-functional teams for seamless workflow integration across platforms.
• Driving continuous improvements in agent efficiency and customer satisfaction.

Requirements

• Bachelor's degree in Computer Science, Engineering, Business, or related field.
• 10+ years of product management experience in B2B SaaS, specifically in contact center and CX domains.
• Experience in defining and delivering complex user experiences and workflow products.
• Understanding of contact center operations and the agent lifecycle.
• Ability to leverage data and customer insights for prioritization and decision-making.
• Proven track record in leading cross-functional teams effectively.

Benefits

• Competitive salary range from $124,000 to $271,200.
• Flexible work environment with a mix of remote and office work opportunities.
• Comprehensive benefits program focused on physical, mental, and financial well-being.
• Opportunities for professional development and career growth.
• Supportive company culture that values employee happiness and work-life balance.