Product Manager – Voice & Customer Service

Golden Technology is seeking a Senior Contract Product Manager for Voice & Customer Service who will own and drive a product portfolio across digital ecosystems. This role involves setting vision, defining strategy, and leading delivery of capabilities while managing cross-team dependencies and risks.

Responsibilities:

• Own product vision, strategy, and roadmap for enterprise Voice & Customer Service capabilities, balancing near‑term delivery with 1–2 year evolution
• Identify product requirements and future enhancements through deep collaboration across engineering, CX, contact center / operations, data, privacy, legal, and vendor partners
• Create and communicate roadmaps, aligning stakeholders across the matrix and driving decisions across competing priorities
• Define and improve key product metrics and success measures (experience quality, containment/deflection, CSAT drivers, operational efficiency, compliance outcomes), using customer feedback, research, and operational data to drive prioritization
• Develop product plans and deliver experiences to market by partnering with technical and non‑technical teams; continuously improve execution and outcomes
• Model Agile product leadership: maintain a groomed backlog, set MVP criteria, and provide clear prioritization that enables multiple teams to execute efficiently
• Establish reusable experience standards, platform requirements, and integration patterns so voice/service experiences are consistent across channels
• Proactively manage cross‑team dependencies and risks; escalate decision points with clear options and tradeoffs

Requirements:

• Bachelor's degree in business, marketing, management, computer science (or equivalent practical experience)
• 7+ years experience in product management (or closely related), including ownership of customer‑facing technology products from concept to launch and iteration
• Demonstrated success shipping and scaling customer‑facing digital products with measurable outcomes
• Strong written and verbal communication and stakeholder influence skills; ability to operate independently with extreme attention to detail
• Proven ability to define success metrics and use data to drive product decisions that improve customer/user experience
• Experience working effectively with Agile product teams (backlog ownership, prioritization, MVP definition)