Senior Product Management Advisor

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

📋 Description

• Establish the long-term product strategy and vision for Agent Experience offerings

• Discover avenues to enhance agent productivity, support, and service quality

• Convert company and team objectives into quantifiable product outcomes

• Develop business cases and prioritize tasks based on customer demands, business value, and corporate objectives

• Conduct interviews with agents, team leaders, managers, and customers to grasp their needs

• Analyze workflows, service pathways, outcomes, feedback, and data to pinpoint areas for improvement

• Keep track of trends in artificial intelligence and customer service technology

• Oversee product research, planning, development, launch, and ongoing enhancement

• Draft product requirements, user stories, goals, and acceptance criteria

• Collaborate with Design to develop simple, effective, and accessible tools

• Work with Engineering to ensure products are viable, scalable, and delivered on time

• Organize product launches and foster the adoption of new tools

• Plan and create AI tools such as agent copilots, suggested responses, case summaries, smart routing, and automated workflows

• Ensure AI tools are transparent, reliable, precise, and enhance work efficiency

• Utilize feedback and testing to refine AI tool performance

• Establish metrics for agent performance, service quality, and team outcomes

• Monitor product performance and assess changes

• Create dashboards and reports demonstrating business results

• Leverage data to prioritize updates and confirm outcomes

• Collaborate with Operations, Customer Experience, Engineering, Design, Analytics, and leadership

• Articulate product plans, progress, risks, and ideas

• Use data and facts to assist leaders in setting company objectives

⛳️ Requirements

• Minimum of 5 years of experience in product management

• 2 years of experience leading complex internal platforms, enterprise products, or operational tools

• Familiarity with internal systems, business products, or tools utilized by operations teams

• Capability to take a product from concept to launch and subsequently enhance it

• Background in customer support, contact centers, service operations, or workforce management

• Proficiency in using data to inform product decisions

• Strong verbal and written communication, planning, and partner management skills

• Experience working within an agile product team

• Bachelor's degree or equivalent practical experience

• Preferred: experience in developing products utilizing AI, machine learning, or generative AI

• Preferred: experience with customer relationship management systems, ticketing tools, or customer service platforms

• Preferred: understanding of agent performance metrics, operational goals, and service procedures

• Preferred: experience in testing product concepts and utilizing product data tools

• Preferred: master's degree in business or a related discipline

• Home internet via cable broadband or fiber optic service with a minimum of 10 Mbps download and 5 Mbps upload

🏝️ Benefits

• Eligibility for an annual bonus plan

• Medical insurance

• Vision insurance

• Dental insurance

• Well-being and behavioral health programs

• 401(k) plan

• Company-paid life insurance

• Tuition reimbursement

• A minimum of 18 days of paid time off each year

• Paid holidays

• Leaves of absence

• Remote work arrangement

• Requirement for cable broadband or fiber optic internet for home working