Contact Center Product Manager (Remote)

Princess Cruises is seeking a Contact Center Product Manager to enhance their Global Contact Center AI and automation initiatives. The role involves defining product objectives, managing roadmaps, and collaborating with various teams to ensure exceptional customer and employee experiences.

Responsibilities:

• Define products, objectives and track roadmap priorities for multiple core guest facing systems across global teams with diverse technology solutions designed to enable service excellence for B2B, B2C and contact center employees
• Work closely with internal teams (leadership, BPO/vendors, web, Siebel, network, BA, telephony, travel) on management and execution of product roadmap
• Manage intake of customer focused opportunity assessments ensuring all are well defined, prioritized and ready for product discovery ensuring all are well defined, prioritized and ready for product discovery
• Work with leadership and teams on company and divisional strategic initiatives, quarterly planning, and sprint planning
• Ensure team is prepared for upcoming sprint(s), unblocked and running at full potential
• Prioritize product enhancements & triage bugs
• Performs other duties as assigned
• Adheres to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employee’s control
• The role requires strong leadership skills to foster teamwork, build relationships with business partners, and collaborate with other product teams
• The Product Manager leads by example, promoting a culture of innovation, accountability, and continuous improvement
• Leadership responsibilities include guiding cross-functional teams, and ensuring alignment with strategic objectives
• The Product Manager may also be responsible for mentoring junior team members and representing the product function in key business forums

Requirements:

• BS/BA required, ideally in technical or quantitative discipline. Equivalent Experience
• 5+ years Product Owner or Product Management experience
• 5+ years working with and delivering a responsive/adaptive site, mobile web, and mobile applications
• 5+ years working in B2C ecommerce environment
• Passion for product: conceiving, designing, building, and shipping it. You should be a product geek
• Understanding of user interface design and user testing best practices
• Highly quantitative. Enjoy analyzing user data. Experience running A/B tests, setting metrics, and iterating based on data
• Ability to communicate, develop relationships with others while influencing and removing blockers
• Engaging and communicative
• Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques
• Strong time management and organizational skills
• Ability to maintain reliable and consistent attendance
• Capacity to be punctual and meet deadlines
• Ability to collaborate effectively with colleagues and work as part of a team
• Demonstrated professionalism in all interactions and tasks