Product Manager, Voice IVR

What you'll do

• Develop a product strategy and vision that delivers measurable value to customers.
• Manage discovery efforts and market research to integrate customer solutions into the product roadmap.
• Own and maintain the product backlog to support development, risk management, and business growth targets.
• Build frameworks to track key success metrics including cost, functionality, risk posture, and reliability.
• Monitor market trends and conduct competitive analysis to identify opportunities for product differentiation.
• Develop innovative concepts and manage experiments to streamline the customer journey and improve efficiency.
• Create presentations and communication strategies for stakeholders ranging from front-line workers to executive leadership.
• Own product performance by ensuring accountability for business objectives and compiling organizational wins.

What we're looking for

• 5+ years of experience in product management or a relevant domain area.
• 10+ years of experience in interaction management, call routing, call flow design, and configuration strategies.
• Advanced knowledge of the product development life cycle, design, and data analytics.
• Core understanding of Amazon Connect Cloud Contact Center Solutions & Services with advanced knowledge of design enablement and configuration management.
• Background in business and technology architecture discipline.
• Expertise in client and customer relationship management with the ability to build rapport and focus on customer needs.
• Strong competencies in communications, presentation development, functional and comparative analysis, and financial modeling.
• Experience in a highly matrixed, complex organization (preferred).