Technical Product Manager - Contact Center Experience Solutions

Hobbsnews - Milwaukee, WI

Full-time

Hybrid - Milwaukee, WI

About the position

As an Infrastructure & Cloud Services Product Manager at Northwestern Mutual, you will lead the development of tools and experiences that empower development teams and end users to securely access our platforms and services. This hybrid role requires collaboration with a dedicated team to define product vision and strategy, focusing on enhancing the Contact Center Experience through various solutions including telephony and automation. Your leadership will be crucial in enabling clients to achieve financial security through effective product management.

Responsibilities

• Set Product Vision: Co-create and review the product vision with PM and Sr PM, analyze KPIs, and provide recommendations.
• Develop Roadmap: Determine the course of action for the roadmap based on reporting and metrics, working closely with Sr PM.
• Gather Requirements: Understand and evaluate the problem state, collaborating with key partners to resolve issues.
• Define the product & stakeholdering: Responsible for low-complex products and features, analyzing and recommending based on metrics.
• Strengthen relationships with business partners and knowledge share as needed.
• Design Partnership: Collaborate with design to ensure cohesive user visions and experiences are aligned.
• Author User Stories: Translate requirements into technical details, building and validating use cases and user stories.
• Data & Customer Research: Use qualitative and quantitative data to inform product decisions.
• Feature Prioritization: Maintain a prioritized backlog of user stories for implementation based on business value or ROI.
• Facilitate ceremonies: Participate in and sometimes facilitate daily Scrums, Sprint Planning Meetings, and Sprint Reviews.

Requirements

• Bachelor's Degree.
• 2-4 years of prior experience, with at least 2 years in a Product Management role.
• Knowledge of the financial services industry and familiarity with BI tools.
• Experience with the Scrum Framework and demonstrated cross-functional work.
• Strong communication, time management, project management skills, and business acumen.
• Ability to analyze complex problems and exercise judgment based on multiple information sources.

Nice-to-haves

• Experience with deploying and managing Customer Engagement Platforms.

Benefits

• Competitive salary range from $90,930 to $168,870 based on experience and location.
• Opportunities for career growth and development within a best-in-class company.