Senior Product Management Advisor

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

📋 Description

• Establish the long-term strategy and vision for Agent Experience products.

• Discover methods to enhance agent efficiency, support, and service quality.

• Convert company and team objectives into precise product outcomes.

• Develop business cases and prioritize tasks based on customer demands, business value, and organizational goals.

• Conduct interviews with agents, team leaders, managers, and clients to gather insights on their needs.

• Analyze workflows, service journeys, and outcomes to pinpoint areas for enhancement.

• Leverage feedback and data to test concepts and inform decision-making.

• Stay informed about trends in artificial intelligence and customer service tools.

• Guide teams through product research, planning, development, launch, and ongoing enhancement.

• Draft product requirements, user stories, objectives, and acceptance criteria.

• Collaborate with Design and Engineering to develop scalable, user-friendly tools and ensure timely delivery.

• Organize product launches and facilitate the adoption of new tools.

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

• Ensure that AI tools are transparent, reliable, accurate, and effective.

• Utilize feedback and testing to refine AI tools.

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

• Monitor product performance and evaluate changes.

• Create dashboards and reports that reflect business outcomes.

• Employ data to prioritize updates and validate results.

• Work in collaboration with Operations, Customer Experience, Engineering, Design, Analytics, and leadership.

• Convey product plans, progress, risks, and ideas effectively.

• Use data and facts to aid leaders in setting organizational goals.

⛳️ Requirements

• Minimum of 5 years in product management.

• At least 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 conception to launch and subsequent improvements.

• Background in customer support, a contact center, service operations, or workforce management.

• Proficiency in using data to inform product decisions.

• Strong communication skills in speaking, writing, planning, and partner management.

• Experience working within an agile product team.

• Bachelor's degree or equivalent practical experience.

• Experience in developing products that incorporate AI, machine learning, or generative AI.

• Familiarity with customer relationship management systems, ticketing tools, or customer service platforms.

• Understanding of agent performance metrics, operational objectives, and service procedures.

• Experience in testing product concepts and utilizing product data tools.

• Master’s degree in business or a related discipline.

🏝️ Benefits

• Eligibility for an annual bonus plan.

• Medical insurance coverage.

• Vision insurance coverage.

• Dental insurance coverage.

• Access to well-being and behavioral health programs.

• 401(k) retirement plan.

• Company-funded life insurance.

• Tuition reimbursement opportunities.

• Minimum of 18 days of paid time off annually.

• Paid holidays.

• Leaves of absence available.

• Option for remote work.

• Provision of cable broadband or fiber optic internet service with minimum speeds of 10Mbps download/5Mbps upload for home-based work.