Product Manager – Telephony

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Act as the main representative for the product's customers, integrating the Voice of the Business with the Voice of the Customer to influence product decisions.

• Take ownership of OKRs and KPI tracking for the product sector, utilizing them to assess and communicate progress and the value delivered.

• Oversee and prioritize the product backlog.

• Conduct discovery sessions to identify customer pain points, validate concepts, and guide roadmap decisions.

• Propel the roadmap in collaboration with delivery teams, balancing business priorities, technical feasibility, and customer impact.

• Articulate product strategy, priorities, and status to stakeholders, including senior leadership.

• Establish and advance product strategy for telephony and contact center capabilities.

• Collaborate with engineering teams working on AWS Connect to translate business and customer requirements into technical specifications.

• Assess and prioritize telephony/call center system requirements, such as routing, IVR, and contact flows, within the comprehensive product roadmap.

⛳️ Requirements

• Strong foundation in product management principles, including backlog management, roadmap development, OKR/KPI ownership, and stakeholder communication.

• Familiarity with AWS Connect and telephony/call center systems.

• Executive presence and capability to communicate confidently and credibly with senior leadership while representing the product externally.

• Previous experience as a product manager for a contact center, telephony, or customer service platform is preferred.

• Experience collaborating with engineering teams on AWS-based telephony solutions is preferred.

🏝️ Benefits

• Comprehensive medical, dental, and vision plans, with 60% of premiums covered for employees and their dependents by 10Pearls.

• Employer-funded health reimbursement account (HRA) available for the high-deductible health plan option.

• Generous 401(k) plan featuring a 4% employer match and immediate vesting after 90 days of employment.

• Paid time off for vacation, sick/wellness, and personal leave; a separate paid parental leave program is also provided.

• Employer-paid short-term, long-term, life, and AD&D insurance.

• Additional voluntary insurance options, including life & AD&D, critical illness, cancer, and hospital indemnity for employees and their dependents.

• Full access to the Tysons Corner Headquarters office, which features amenities such as a state-of-the-art gym, a fully stocked kitchen with snacks and cold brew coffee on tap, and free on-site parking.