Responsibilities

• Lead the strategy and execution of the Workforce Engagement Management (WEM) portfolio, including AI-driven Quality Management (QM) and Workforce Management (WFM).
• Transform the customer experience by optimizing contact center operations and enhancing agent performance.
• Drive innovation in workforce engagement by leveraging data analytics to forecast demand and manage workforce effectively.
• Collaborate with cross-functional teams to ensure alignment between product vision and business objectives.
• Act as a subject matter expert in workforce engagement, providing insights and recommendations to enhance product offerings.
• Identify market trends and customer needs to guide product development and improve user experience.
• Engage with stakeholders to gather feedback and iterate on product features based on user requirements.
• Work closely with sales and marketing teams to support product launches and go-to-market strategies.

Requirements

• Proven experience in product management, with a focus on workforce engagement or related fields.
• Strong understanding of contact center operations and the ability to translate complex concepts into actionable strategies.
• Demonstrated ability to influence and drive strategic initiatives without direct reports.
• Excellent analytical skills and experience with data-driven decision-making.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Experience with Agile methodologies and product development lifecycle.
• Passion for customer experience and continuous improvement.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off and holiday schedule to promote work-life balance.
• Retirement savings plan with company matching contributions.
• Professional development opportunities to enhance your skills and career growth.
• Inclusive work environment that celebrates diversity and encourages collaboration.
• Flexible work arrangements and remote work options available.