Own the CCC enterprise case management product strategy, roadmap, standards, and governance
Lead end-to-end process design (intake, routing, triage, escalation, resolution, knowledge) and enterprise case management system SOPs
Define and optimize workflows, automations, routing rules, and case taxonomy; partner with IT/admins to deliver enhancements
Translate business needs into technical requirements and oversee integrations (CRM, telephony, WFO/COE, QA, knowledge, WFM)
Enable AI-driven capabilities (e.g., auto-triage/classification, summarization, agent assist) aligned to governance/ethics
Establish KPIs and dashboards; analyze trends to improve productivity, quality, and customer experience
Lead change management and cross-functional alignment with operations, divisional leaders, IT, analytics, vendors, and compliance
Maintain platform documentation, decision frameworks, and knowledge assets; drive feature adoption and best practices.

7+ years in product management, business process ownership, contact center operations, or enterprise support systems
Hands-on leadership of case management/CRM platforms (e.g., ServiceNow, Salesforce Service Cloud, Zendesk, Freshservice)
Demonstrated success standardizing processes and improving operations across multi-site/divisional environments
Strong workflow/automation design skills; familiarity with integrations (APIs, webhooks)
Data-driven; able to define KPIs and turn insights into measurable improvements
Excellent communication and stakeholder influence; effective in matrixed, change-heavy settings
Preferred Experience in large-scale contact center transformation, shared services, or healthcare/regulated environments
Exposure to AI-enabled service, automation, and digital experience tools
Certifications: Lean/Six Sigma, Agile/Scrum, PMP (or equivalent)
Vendor/outsourcing management experience.

Product Owner – Manager III

Key skills