Product Manager / Senior Product Manager 1, Agent Experience Product

Principal Financial Services • Des Moines, IA

259d • $100,800 - $167,000 • Remote

About The Position

We're looking for a Product Manager to join our Agent Experience team in the Enterprise Experience Enablement Product Organization. Based on your background and expertise, we'll consider you for a Product Manager 2 or Senior Product Manager 1 position. This team is focused on enabling the tools and experiences agents need to deliver exceptional customer service across our enterprise. By enhancing their Salesforce Service Console with smart, streamlined tools, we help agents support our customers with confidence, empathy, and efficiency - directly contributing to our mission of making financial security accessible to all. In this role, you'll be supported in managing agent-facing capabilities, such as live-authentication, screen-pop experiences, automation workflows, and future AI-powered agent tools. Your responsibilities include product discovery, measuring and reporting on product health, and setting strategic goals that improve both agent and customer experiences. You'll engage with cross-functional teams across technology, operations, compliance, and contact/engagement centers. By developing and demonstrating product practices, you'll help strengthen our enterprise product culture with a spirit of curiosity, empathy for the user, and drive to create impactful solutions that simplify complex interactions.

Requirements

• 4+ years of business, technology, or product management experience; or equivalent demonstrated through the following: work experience, military experience, or education
• 2+ years working in a highly collaborative, fast-paced product environment with product or engineering teams and stakeholders
• Experience partnering with teams in a matrixed environment, managing multiple technology products through an agile environment, and successfully establishing product strategy by bringing together customer, user, or partner data and insights to make decisions
• Experience resolving solutions to complicated problems using good judgment and positive relationships to assess risk, and lay-out your argument in a well-structured, data-informed narrative
• Excellent communication skills including the ability to influence and negotiate with partners at all levels of the company while advising on complex expectations
• Shown success in both discovery and delivery against product outcomes; Thinking strategically and making decisions in a fast-paced environment, in multiple teams/functional areas/organizations

Nice To Haves

• Experience working with engineers, technology architects, delivery managers, and/or product managers
• Experience working with Contact/Engagement Centers
• Experience using data to drive decisions
• Salesforce experience
• Genesys Cloud experience
• Experience informally leading individuals that do not directly report to you
• Experience with JIRA and Confluence

Responsibilities

• Create and execute on the vision and strategy for our enterprise Agent Experience product capabilities
• Deliver solutions directly to the Agent's Salesforce UI
• Collaborate with engineering teams, contact/engagement center leaders, and other partners to identify requirements and build innovative solutions
• Identify and prioritize the specific product features that customers will love, but will work for the business
• Stay ahead of Agent Experience technologies, trends, and best practices to continuously improve solutions and processes
• Be a change agent establishing true product management and agile practices within EEE product lines

Benefits

• Flexible Time Off (FTO) for salaried employees
• Pension Eligible

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level