Senior Product Manager (Contact Center Strategy)

New

LendbuzzFintech / Auto Finance

Remote / Boston, MAFull-TimeSenior

Salary140,000 - 170,000 USD per year

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Job Details

6+ years of experience in Product Management roles
5+ years of experience in contact center technologies
Proven ability to scope and author comprehensive business and technical product requirements
In-depth knowledge of Scrum, Kanban, or other agile software development methodologies
Significant experience running inbound and outbound campaigns
Strong project management skills, with a keen attention to detail
Ability to manage projects of varying sizes and scopes
Ability to collaborate effectively across functional groups
Proven ability to prioritize and manage multiple complex work streams simultaneously
Strong communication skills for providing clear direction

Craft a contact center vision and strategy that’s aligned with tech and operational leaders
Orchestrate a holistic, scalable contact center solution that maximizes customer experience while increasing efficiency
Create a digital-first strategy shifting call volume intelligently towards digital channels for maximum impact and ROI
Align with leadership on key business metrics for collections and customer care
Optimize outbound campaigns leveraging ML/Predictive modeling to improve right party contacts rates as well as payment outcomes
Collaborate with operations teams on supporting workforce management systems
Partner closely with engineering to drive the creation, planning, prototyping, and development of products and features
Own, prioritize and maintain the product backlog
Analyze and articulate insights from data to inform product roadmap decisions
Break down features into detailed stories and acceptance criteria for agile teams

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