Digital/Technical Product Manager Lead
Core
Lead the discovery, delivery, and performance of digital and technology products, specifically focusing on call delivery tools and IVR platforms, to optimize member experiences.
Role type
Senior Digital/Technical Product Manager Lead
Builds
Multi-platform technology and digital solutions for call delivery and member experience
Domain
Financial services / Contact center technology
Deliverable
product features
Required skills
Digital/Technology Product Management, Strategy & Planning, User Experience (UX), Analytics, Research & Testing, Risk Management, Business Case Development, Stakeholder Management, Mentoring
Preferred skills
IVR platform expertise, Financial industry experience, Contact center employee experience optimization, Funding/moving money processes
Technologies
IVR platforms, WFM, Tableau, Cisco ACD, Amazon Connect
Responsibilities
Develop product strategy and vision for digital/tech portfolios; translate customer needs into requirements and roadmaps; shepherd complex products from idea to market validation; drive and defend product investments via business cases; analyze performance against KPIs/KRIs; facilitate cross-functional collaboration and discovery sessions; mentor team members; manage business risks.
Seniority
Senior, hands-on IC with leadership responsibilities