Product Manager

Product Manager

• Manage collaborative discussions to gain alignment and negotiate with our Business & Product partners.
• Prioritize with our business, product, and engineering partners, managing complex discussions to drive alignment.
• Execute discovery work for new capabilities, documenting current state and desired future state to guide the development process, synthesizing findings in a clear and compelling way.
• Lead requirement-gathering, user story creation, user acceptance criteria, prioritization, and execution with cross-functional teams, ensuring consistent communication with peers and leadership.
• Develop and maintain strong relationships with stakeholders and cross-functional collaborators, including product, engineering, design, commercial, and customer support.
• Proactively identify potential risks, dependencies, and mitigation strategies to project timelines or deliverables.
• Lead sessions and creation of artifacts for Capability Mapping and functional design.
• Serve as Product Owner for Contact Center capabilities—defining and prioritizing features for Salesforce Service Cloud, Omni-Channel, Knowledge, and integrations with telephony platforms such as Genesys, Avaya, Amazon Connect, or NICE CXone.
• Partner with business stakeholders and IT teams to modernize contact center operations, streamline agent experiences, and drive digital transformation across voice, chat, email, and messaging channels.
• Translate customer experience goals into scalable contact center solutions, leveraging CRM and AI capabilities to improve service quality, efficiency, and insights.

Technical Responsibilities

• Experience in software development lifecycle (SDLC).
• Experience in Product Roadmap development including technical aspects such as APIs and integrations.
• Business-technical expertise in data analysis and visualization to tell stories, identify opportunities for technology innovation, and communicate them effectively for problem-solving.
• Define and map how a piece of data translates between different systems.
• Creation of business sequence and process flow diagrams. Understand, and sometimes create, sequence diagrams and processes via process engineering.
• Experience with contact center platform architecture, CTI/IVR design, call routing, and integration between telephony systems (Genesys, Avaya, Amazon Connect) and Salesforce Service Cloud.
• Ability to define end-to-end call flow, screen pop, and case creation logic between CRM and telephony systems.
• Work closely with system architects to design scalable, cloud-based customer engagement solutions with real-time analytics and reporting.

Additional Qualifications

• Extensive experience in product management, technology delivery, or strategy development.
• Subject matter expertise in the generation and management of strategies and roadmaps, rooted in technology alignment with and enablement of business objectives.
• Experience leading initiatives that span several teams and functional areas, integrating diverse points of view toward a solution.
• Proven experience with the software delivery lifecycle.
• Proven problem-solving abilities, gathering relevant partner inputs to drive resolution.
• Excellent written and verbal communication skills, including an ability to facilitate complex conversations and pitch innovative solutions.
• Advanced at writing business & functional requirements.
• Advanced knowledge and ability to use collaboration tools to document and communicate effectively.
• Advanced knowledge and ability to use visualization tools to simply illustrate and communicate complex concepts.
• Experience in leading CRM and Contact Center transformation programs, ideally leveraging Salesforce Service Cloud and integrated telephony solutions.
• Strong understanding of customer service KPIs, agent productivity metrics, and customer journey analytics.
• Experience within the hospitality industry a plus.