Senior Product Manager (Contact Center Strategy)

Lendbuzz is a fintech startup focused on providing better access to credit through innovative technologies. As a Senior Product Manager for Contact Center Strategy, you will lead the development of strategies that enhance customer interactions and improve self-service options, driving innovation in the auto finance sector.

Responsibilities:

• Craft a contact center vision and strategy that’s aligned with tech and operational leaders
• Orchestrate a holistic, scalable contact center solution that maximizes customer experience while increasing efficiency
• Create a digital-first strategy shifting call volume intelligently towards digital channels for maximum impact and ROI
• Align with leadership on key business metrics for collections and customer care
• Optimize outbound campaigns leveraging ML/Predictive modeling to improve right party contacts rates as well as payment outcomes
• Collaborate with operations teams on supporting workforce management systems
• Partner closely with engineering to drive the creation, planning, prototyping, and development of products and features in support of key product metrics and goals
• Foster strong relationships with subject matter experts, analysts, data scientists, and technology teams across Lendbuzz
• Own, prioritize and maintain the product backlog
• Analyze and articulate insights from data to inform product roadmap decisions and drive alignment across functions and senior leadership
• Break down features into detailed stories and acceptance criteria that can be executed by an agile team. Find ways to deliver value incrementally
• Effectively communicate to a wide business audience project status and post-launch measurement of progress