Senior Digital Experience Product Manager

Randstad Digital Americas is seeking a highly motivated Senior Digital Experience Product Manager to join their dynamic and growing team. The role involves providing product leadership for the Contact Center Telephony domain and ensuring business needs are translated into executable technical roadmaps and delivery plans.

Responsibilities:

• What is the purpose of this team?
• What is driving this need? (ex. Backfill for FTE or CW, new project, business growth)
• Describe the surrounding team (team culture, work environment, etc.) & key projects
• Do you have any additional upcoming hiring needs or is this request part of a larger hiring initiative? - Provide product leadership for the Contact Center Telephony domain, ensuring business needs are translated into executable technical roadmaps, delivery plans and functional requirements ensuring quality delivery
• Product Managers are needed to cover critical in-flight and upcoming initiatives: Telephony Modernization, Avaya to AWS Connect Migrations, OE/AEP initiatives, and IVR Optimizations
• Highly cross-functional environment partnering with Experience Product Leads, Strategy, engineering/delivery teams, operations, analytics, QA, and business stakeholders. Work includes discovery, technical design, roadmap alignment, Agile delivery, backlog management, KPI/OKR measurement, and production readiness coordination and deployment support
• Yes, this request is part of a larger hiring initiative to support the broader telephony modernization and digital experience transformation need
• Typical Day in the Role
• Walk me through the day-to-day responsibilities and a description of the project (Outside of the Workday JD)
• What are the performance expectations/metrics?
• What makes this role unique? - Facilitate discovery and technical design sessions; gather and document business and technical requirements; define capabilities, features, user stories, and acceptance criteria; groom and prioritize backlogs; coordinate dependencies; participate in Scrum ceremonies; review completed work and demo to stakeholders; and communicate roadmap, commitments, OKRs, KPIs, risks, and trade-offs to stakeholders
• Clear product objectives and roadmap alignment; quality of requirements and acceptance criteria; backlog health and prioritization discipline; dependency/risk management; stakeholder alignment; delivery support against agreed commitments; measurable improvements tied to OKRs/KPIs such as call routing efficiency, IVR optimization, and member experience
• Combines technical product management, contact-center telephony domain including Agentic AI, modernization delivery, Agile execution, and omnichannel/member-first experience design

Requirements:

• Bachelors