Contact Center Product Manager II- Voice

M&T Bank•Buffalo, NY

10d•Hybrid

About The Position

Responsible for the management of multiple product lines or services within the Voice channel for a major market segment, including IVR, call routing, voice bots, self‑service capabilities, and customer experience orchestration. This role oversees the design, development, implementation, optimization, and marketing of Voice products to ensure they deliver strong customer outcomes, increase containment, and remain marketable, profitable, and compliant with legal and regulatory requirements. The Product Manager – Voice owns the full product lifecycle and drives continuous improvement through analysis, collaboration, and execution.

Requirements

Bachelor’s degree
5 years’ proven marketing, product management, financial, operations and/or project management experience, OR in lieu of a degree, A combined minimum of 9 years’ higher education and/or work experience, including a minimum of 5 years’ proven marketing, product management, financial, operations and/or project management experience.

Responsibilities

Manage the Voice channel product portfolio, including IVR, routing logic, prompts, call flows, callback experiences, and voice bot functionality.
Own the business Voice channel opportunity intake and enhancement pipeline.
Lead all aspects of new product implementation and existing product modifications, including design, development, testing, deployment, and operational readiness.
Act as a liaison with business partners, technology teams, operations, compliance, risk, and other affected departments.
Recommend product pricing with a thorough understanding of cost structures, revenue planning, profitability, and product risk.
Own all Voice product financials, including forecasting, revenue planning, and profitability analysis.
Ensure products and services comply with legal, regulatory, risk, and internal control requirements in accordance with the Company’s Risk Appetite.
Conduct ongoing performance analysis of the Voice channel, including containment rates, transfer rates, misroutes, call drivers, and voice bot intent performance.
Identify and recommend opportunities to improve automation, self‑service adoption, customer experience, and operational efficiency.
Collaborate with business partners to identify new self‑service opportunities and enhancements within the IVR.
Partner with ECCI to implement and deploy Voice channel enhancements.
Maintain accurate and complete documentation for IVR flows, routing logic, feature releases, and operational procedures.
Work closely with the Customer Channels Test Coordinator to ensure high‑quality testing and release execution.
Establish marketing objectives and collaborate with internal teams to develop effective programs to promote Voice products and services.
Evaluate product and service success and recommend changes to product features, pricing, or marketing strategies as needed.
Monitor industry trends, emerging technologies, and advancements in voice, self‑service, and customer channel capabilities.
Perform regular reporting and analysis related to the Voice product portfolio.
Identify and escalate risk‑related issues to management when appropriate.
Promote an environment that supports belonging and reflects the M&T Bank brand.
Maintain M&T internal control standards, including timely implementation of internal and external audit findings and regulatory issues as applicable.
Complete other related duties as assigned.