Product Manager
About The Position
Join Schwab’s Voice Call Routing Product team to help improve how millions of client interactions are connected to the right people and services. This individual-contributor role works across business and technology teams to understand needs, develop requirements, support prioritization, and move call routing projects from ideas through delivery. It is suited to someone who enjoys solving problems, bringing structure to ambiguity, building strong partnerships, and growing product management skills in a technical environment. Success involves learning the product and business, asking thoughtful questions, building partnerships, and reliably moving assigned Jira stories forward. With experience, the Product Manager will take on more complex work, deepen product and technical knowledge, and become more independent in managing workstreams and making product recommendations.
Requirements
- Experience in product management, product ownership, Workforce Optimization, CCaaS, or a related role.
- Experience working with technology teams or the software development lifecycle (SDLC).
- Strong problem-solving and analytical skills.
- Ability to work through ambiguous or evolving requirements.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities with strong organization and follow-through.
- Ability to build collaborative relationships across business and technology teams.
- Curiosity and willingness to learn a technical product area.
Nice To Haves
- Experience gathering requirements and developing Jira user stories and acceptance criteria.
- Experience with modern call routing best practices.
- Familiarity with the NICE CXone CCaaS platform.
Responsibilities
- Develop user stories, acceptance criteria, and supporting documentation in Jira.
- Partner with business stakeholders to understand needs and translate them into clear product requirements.
- Work with developers and technology partners to evaluate solutions and resolve technical questions.
- Support backlog prioritization by helping evaluate requests and identify dependencies and tradeoffs.
- Research front door requests, validate current-state behavior, and work with partners to turn unclear needs into actionable requirements.
- Coordinate with business, developers, middleware teams, reporting, QA, and other partner teams to support delivery.
- Track assigned work, risks, and dependencies.
- Build knowledge of Voice Call Routing and contact-center CCaaS technology.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
