Own the product strategy, roadmap, and scaled delivery of capabilities that power our customer connection points.
Deliver modern, streamlined technology and capabilities to enable forecasting, scheduling, and intraday management.
Support smarter orchestration of work and partner across the enterprise with the primary stakeholders.
Establish product metrics and operating cadence, including KPIs, experimentation, release planning, and continuous improvement tied to operational and customer outcomes.
Champion modernization and change adoption, influencing stakeholders and guiding rollouts that enable seamless omnichannel servicing across voice, digital, chat, and messaging.

Bachelor’s degree and 8 years of relevant experience in product management, platform delivery, servicing operations technology, or equivalent.
12 years of relevant experience in product management, platform delivery, servicing operations technology, or equivalent in lieu of a degree
8+ years leading cross functional initiatives across business and technology teams with measurable outcomes
Demonstrated experience delivering customer service, servicing, contact center, process reengineering and automation, or agent workflow solutions at enterprise scale.
5+ years working in Agile at scale (SAFe preferred), including backlog management, release planning, and dependency management
Experience translating business goals into product requirements, user stories, acceptance criteria, and iterative releases
Proven ability to partner with engineering and architecture leaders on integration scope, technical tradeoffs, and sequencing
Strong written and verbal communication skills with both technical and non-technical stakeholders, including executive updates.
Ability to work Eastern Time Zone hours, while partnering with global stakeholders
Ability and flexibility to travel for business as required

VP, Product – Contact Center Routing, Workforce Planning

Key skills