Senior Product Manager, Contact Center Platform

Visa•Austin, TX

11h•Hybrid

About The Position

The Sr. Product Manager, Contact Center Platform leads product development for Voice / Contact Center platform within CS Client Care as well as the related Digital & AI solutions in support of CS Client Care Transformation initiative Define product roadmap and requirements based on Client Care servicing lines of business strategy Manage, groom, plan and execute a steady product backlog in a very fast-pace, agile environment per critical business objectives Establish detailed epics, well-formed features, user stories and acceptance criteria Participate in Agile methodologies like sprint planning, daily scrums, product demos, test phases, retrospectives to ensure on time high quality delivery Work with UX/CX team to ensure requirements translate to mockups and meet interaction and design requirements for clients Solution and collaborate cross-functionally with Technology, Client Care Operations and Client Care lines of business on deployment milestones and delivery Review and approve development work completed by the Technology team Manage post-release metrics and gather operations teams feedback, insights and enhancements Track, measure and report the resulting value & benefit realization Communicate delivery progress, dependencies, risks and opportunities across program stakeholders Engage with Voice / Call Center technology partner to secure best-in-class advanced Voice solution deployments This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Requirements

8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
Ability to translate business requirements into technical solutions and lead credible discussions with technical and non-technical audiences
Excellent cross-functional collaboration with Technology, Servicing teams, external technology partners and other stakeholders in matrixed environments
Strong analytical, problem solving, communication and presentation skills
Proactive and self-motivated approach focused on delivery and results
Ability to juggle multiple priorities and make things happen in a fast-paced, dynamic environment

Nice To Haves

9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
12 or more years of experience with a Bachelor’s degree or 9 years of experience with an Advanced degree
7 years proven expertise and experience as a Product Owner for Voice / Contact Center platform solutions in servicing organizations
Experience with Jira, Jira Align or other agile tools is preferred
Certification in Product Management is preferred
Experience with AI/ML solutioning and automation is desired

Responsibilities

Define product roadmap and requirements based on Client Care servicing lines of business strategy
Manage, groom, plan and execute a steady product backlog in a very fast-pace, agile environment per critical business objectives
Establish detailed epics, well-formed features, user stories and acceptance criteria
Participate in Agile methodologies like sprint planning, daily scrums, product demos, test phases, retrospectives to ensure on time high quality delivery
Work with UX/CX team to ensure requirements translate to mockups and meet interaction and design requirements for clients
Solution and collaborate cross-functionally with Technology, Client Care Operations and Client Care lines of business on deployment milestones and delivery
Review and approve development work completed by the Technology team
Manage post-release metrics and gather operations teams feedback, insights and enhancements
Track, measure and report the resulting value & benefit realization
Communicate delivery progress, dependencies, risks and opportunities across program stakeholders
Engage with Voice / Call Center technology partner to secure best-in-class advanced Voice solution deployments