Senior Product Manager (Contact Centers)

JOB DESCRIPTION: Supports the development and execution of product vision, strategy, and roadmap for assigned product or solution area. Works closely with business and technology teams to deliver solutions that meet user and business needs. Primary responsibilities/essential functions: Assists in managing the lifecycle of assigned products/solutions, including planning, implementation, and ongoing monitoring. Acts as a product owner for specific features or components, representing user an business needs to technology teams, including: Supporting cross-functional product teams to deliver product initiatives on time and within scope Assisting in the creation of product roadmaps with applicable release cycles and ancillary stakeholder deliverable timeframes Tracking product progress, manages risk, and ensures timely resolution of issues Collaborates with technology teams to define requirements, prioritize work, and ensure successful delivery of product enhancements, including running daily standups, sprint and PI planning, and backlog grooming. Engages with stakeholders to gather feedback, communicate updates, and address questions or concerns to gather product functional requirements, user experience requirements, and business rules and permissions. Supports the development of product documentation, release plans, and training materials. Monitors product performance and user engagement, leveraging analytics and feedback to recommend improvements. Participates in testing strategies to optimize product features and user experience. Conducts research on industry trends and emerging technologies to inform product decisions. Assists in prioritization of product enhancements and feature developments, balancing user VOC, business operational needs, and empirical data (e.g., volumes), to prioritize which features are developed within which release cycle.

Change Management Responsibilities: May develop and assist in implementing change management strategies to support adoption of new products or processes. Helps facilitate communication, training, and readiness activities for impacted teams. Documents and communicates strategies to navigate organizational change.

Culture & Contribution: Models appropriate communication, decision making, and interpersonal skills. Drives results and cultivates innovation. Skills/qualifications:

• Experience in financial services with mutual funds, investment research, investment tools & solutions is preferred.
• Experience in AI SDLC ownership and execution
• Demonstrates support of development and launch of product/solution strategy, roadmap and execution.
• Experience in supporting development of business cases.
• Experience collaborating with a team to effectively plan and manage the work of diverse, multiple teams.
• Demonstrates intellectual curiosity and analytical skills in areas of moderate complexity.
• Demonstrates knowledge in current and possible future policies, practices, trends, technology and information affecting the department/business area.
• Solves moderately complex problems creatively and analytically.
• Experience or coursework in product management, business analysis, or technology projects preferred.
• Optional certifications: Product Manager, Product Owner