Product Manager

Job Title: Product Manager - CRM & Omni-Channel

Location: Dubai, UAE

Job Purpose:

• Drive the successful implementation of a new cloud-based omnichannel platform tailored to Contact Centre operations.
• Collaborate closely with the Contact Centre operations team (Head of Contact Centre, agents, supervisors) through design thinking workshops to identify and define business requirements.
• Work with Digital and Technology stakeholders to propose innovative solutions and develop detailed business requirement documents to support project initiation.

Key Responsibilities

• Manage project timelines and ensure deliverables are met.
• Identify and assess potential risks, ensuring appropriate mitigation strategies are in place.
• Coordinate interdependencies across teams to enable seamless project execution.
• Deliver new features and enhancements for contact centre platforms (e.g., Omni-Channel, CRM).
• Develop and implement change management strategies to support platform adoption.
• Provide training and support to Contact Centre teams during transition phases.
• Ensure a smooth and efficient migration to new digital platforms and functionalities.