Call Center Technology Product Manager

Wings Credit Union•Apple Valley, MN

About The Position

The Virtual Operations Technology Manager owns the strategy, vision, roadmap, performance, and continuous improvement of Wings member-facing voice and chat technology ecosystem, including Glia GVA, Glia Chat, Illuma Shield, and Creovai Capacity. The role partners with line-of-business leaders and technology teams to translate member and employee needs into secure, compliant, AI-enabled solutions. It also guides AI workflows, co-browsing, digital engagement, and the coordination of virtual assistants, agent-assist capabilities, and human support.

Requirements

Bachelor's Degree in business, technology, product management, information systems, or a related field, or an equivalent combination of education and relevant experience, preferred
7+ years 'experience in product management, product ownership, business analysis, contact center technology, digital service, or a related discipline, required
Demonstrated experience managing a product or platform through discovery, requirements, testing, implementation, adoption, and continuous improvement.
Experience using data and member or customer feedback to prioritize work and measure business outcomes.
Strong written and verbal communication skills, including the ability to explain technical concepts to business audiences and business needs to technical audiences.
Ability to lead cross-functional work without direct authority, manage competing priorities, and drive decisions to completion.

Nice To Haves

Experience with Glia or comparable CCaaS, conversational AI, digital engagement, chat, voice biometrics, quality management, or workforce-support platforms, preferred.
Experience in a bank, credit union, fintech, or other regulated environment, preferred.
Working knowledge of Agile product practices, backlog management, user stories, acceptance criteria, release planning, and change management, preferred.
Familiarity with contact center measures such as containment, understanding, average handle time, abandonment, service level, first-contact resolution, quality, and member satisfaction, preferred.
Experience with vendor management, business cases, return-on-investment analysis, and executive-level reporting, preferred.

Responsibilities

Develop and maintain multi-quarter product roadmaps aligned with member experience, retention, operational efficiency, and financial objectives while balancing innovation with security, trust, risk, and regulatory requirements.
Lead discovery, prioritization, requirements definition, user-story development, prototyping, testing, piloting, launch, adoption, and ongoing optimization.
Design how GVA, Glia CoPilot, automation, and human representatives work together across the member journey.
Establish controls and measures for understanding, accuracy, containment, deflection, and escalation.
Gather feedback from members, frontline employees, and business leaders; convert pain points into prioritized enhancements; and validate that outcomes improve usability and deliver measurable value.
Monitor and report system, queue, agent, and member-experience performance; create recurring and ad hoc reporting; identify trends, root causes, and opportunities for improvement.
Translate business needs into clear product requirements and acceptance criteria, manage intake and prioritization, coordinate approvals, maintain release documentation, and communicate changes to impacted teams.
Coordinate testing, training, communications, procedures, support ownership, launch readiness, post-launch monitoring, and issue resolution.
Maintain product documentation, decisions, roadmaps, standard operating procedures, release notes, and support materials.
Coordinate business, technology, data, infrastructure, telephony, application support, quality assurance, marketing, project management, risk, legal, and compliance partners to deliver approved solutions.
Serve as a primary business contact and subject-matter expert for Glia-related products, facilitate vendor reviews and escalations, and keep leaders informed of risks, dependencies, decisions, and results.