Senior Product Manager

Opportunity

We are looking for an experienced and visionary Senior Product Manager to lead the development of our Workforce Management (WFM) product suite. This role requires a deep understanding of WFM principles, a proven track record of conceptualizing and delivering innovative WFM features, and expertise in leveraging Artificial Intelligence (AI) to enhance workforce management solutions. The Senior Product Manager will be responsible for defining the product strategy, roadmap, and successful execution of WFM features from ideation to market launch, with a particular focus on AI-driven capabilities.

Responsibilities

• Define and champion the product vision, strategy, and roadmap for the WFM product suite, with a focus on AI-driven innovation.
• Lead the entire product lifecycle for WFM features, from ideation, research, and detailed requirements gathering to development, launch, and post-launch optimization.
• Conduct in-depth market research, competitive analysis, and customer feedback analysis to identify unmet needs and opportunities for WFM product enhancements.
• Collaborate closely with UX/UI design, engineering, and other product teams to ensure seamless execution and delivery of high-quality WFM solutions.
• Act as a subject matter expert for WFM, providing guidance and insights to internal teams and external stakeholders.
• Oversee the development of AI/ML models and algorithms to power intelligent scheduling, forecasting, and resource optimization within the WFM product.
• Establish and monitor key performance indicators (KPIs) to measure the success and impact of WFM product features, making data-driven decisions for continuous improvement.
• Partner with marketing and sales teams to develop compelling product messaging, positioning, and go-to-market strategies for WFM solutions.
• Stay abreast of industry trends, emerging technologies, and best practices in WFM and AI to inform product strategy and identify new opportunities.
• Mentor and guide junior product managers, fostering a culture of innovation and excellence within the product team.

Requirements

• 5 years of product management experience, with at least 2 years in a senior role.
• 2 years of experience specifically in Workforce Management (WFM) or a related domain within the Contact Center industry.
• Proven experience with AI/ML-driven product development, particularly in areas like intelligent scheduling, forecasting, or resource optimization.
• Bachelor's or Master's degree in Computer Science, Engineering, Business, or a related technical field.
• Demonstrated ability to define new concepts and features and take these from inception to launch for customers
• Track record of leading cross-functional teams to successfully launch commercial products.
• Strong leadership and interpersonal skills
• Excellent oral and writing communication skills

Annual US Hiring Range: $135,000 - $150,000 (negotiable based on exceptionally qualified candidates)

*A candidate's actual placement within this range will depend on geographic location, work experience, education, and/or skill level.

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