Technical Product Manager, Contact Center

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Requirements:

• 4+ years' experience in Product Management or related discipline
• Served in a leadership capacity as the go-to resource for any critical issues to maintain client SLAs.
• Hands-on and strategic experience working with 3rd party vendors, IVR platforms – NICE, Genysys, Cisco, etc.
• Demonstrated proficiency in optimizing call flows using techniques like skill-based routing.
• Bachelor's degree required; MBA nice to have
• Experience with startup/growth phase company
• Ability to travel up to 1-2x/quarter

Responsibilities:

• Lead a high performing product and engineering team driving high quality/speed decisions across people, process & product
• Perform deep discovery and user research with stakeholders, members, internal users, while taking into account legal, regulatory and competitive and market dynamics. Bring qualitative and quantitative insights to the table for discussion
• In conjunction with member service leadership, create and drive Lantern’s IVR product strategy, aligning with broader strategic objectives in driving best-in-class member experience and conversion.
• Act as the first point of contact for any tech-related contact center issues that may arise, ensuring we continue to meet critical SLAs.
• Own and socialize a multi-year product roadmap that is aligned with key stakeholders.
• Create top down and bottoms-up alignment, ensuring your product peers, R&D pod, cross-functional stakeholders, and leaders are both influencing and aware of critical deliverables.
• Able to serve as product manager while also leaning in to help influence highly technical decisions (in partnership with engineering) and/or 3rd party vendors
• Refine and build process as needed to ship high quality products on time and in budget while ensuring visibility and alignment across the org Manage the product development process and timeline to ensure targets are met on time and in budget
• Make priority decisions that are rooted in driving viable business growth.