Senior Manager, Business Product Management (w/CX Technology product exp)

Conduent; Pasay; Hybride; PHP 1 800 000 - 2 800 000; Plein temps

Résumé du poste

Conduent is seeking a Senior Product Owner to lead CX technology product ownership and manage vendor relationships across key platforms in the Philippines. The role focuses on roadmap development, adoption, governance, and commercial enablement to drive client outcomes.

You will partner with IT, Finance, Procurement, Legal, Sales, and Operations in a matrixed environment, ensuring security, privacy, and regulatory compliance while delivering measurable ROI and value realization.

Qualifications

• 5+ years of combined experience across product management, vendor management, CX technology, or contact center operations.
• Owning a product end-to-end including roadmap, adoption, and commercial enablement.
• Experience managing third-party vendors and cross-functional stakeholders.
• Experience partnering with IT, Finance, Procurement, Legal, Sales, and Operations in matrixed environments.
• Familiarity with CX technologies and contact center platforms (CCaaS, QM, WFM, agent assist, automation, analytics).
• Strong financial and business acumen including pricing models and ROI analysis.
• Strong written and verbal communication skills translating between technical, operational, and commercial audiences.
• Demonstrated ability to build enablement content, training materials, and structured documentation.

Responsabilités

• Owns the end-to-end product ownership and vendor relationship for one or more assigned CX technology products.
• Defines and maintains the internal product roadmap, translating operational needs, client input, and market signals into prioritized requirements.
• Manages day-to-day vendor performance, governance routines, and escalations to ensure SLAs, contractual obligations, and roadmap commitments are met.
• Builds and maintains sales enablement assets (playbooks, demo scripts, ROI calculators) and serves as the primary product SME for Sales and Solutioning.
• Drives operational adoption across delivery teams in partnership with Operations, Training, and Transformation, and monitors adoption and usage metrics.
• Validates vendor invoices, license entitlements, and usage against contracts, and partners with Finance on forecasting and spend transparency.
• Supports evaluation of new vendors and capabilities through RFIs, demos, pilots, and structured recommendations to leadership.
• Ensures vendor solutions comply with security, data privacy, and regulatory requirements, and escalates risks to vendor performance, stability, or scalability.
• Tracks and reports value realization metrics (ROI, cost savings, productivity, CX outcomes) for assigned products.

Connaissances

Product ownership

Vendor management

CX technology

Cross-functional

IT & Finance liaison

ROI analysis

Communication

Enablement content

Documentation

Outils

Genesys CCaaS

Description du poste

Job Description:

• Owns the end-to-end product ownership and vendor relationship for one or more assigned CX technology products.
• Defines and maintains the internal product roadmap, translating operational needs, client input, and market signals into prioritized requirements.
• Manages day-to-day vendor performance, governance routines, and escalations to ensure SLAs, contractual obligations, and roadmap commitments are met.
• Builds and maintains sales enablement assets (playbooks, demo scripts, ROI calculators) and serves as the primary product SME for Sales and Solutioning.
• Drives operational adoption across delivery teams in partnership with Operations, Training, and Transformation, and monitors adoption and usage metrics.
• Validates vendor invoices, license entitlements, and usage against contracts, and partners with Finance on forecasting and spend transparency.
• Supports evaluation of new vendors and capabilities through RFIs, demos, pilots, and structured recommendations to leadership.
• Ensures vendor solutions comply with security, data privacy, and regulatory requirements, and escalates risks to vendor performance, stability, or scalability.
• Tracks and reports value realization metrics (ROI, cost savings, productivity, CX outcomes) for assigned products.

Required Qualifications:

• 5+ years of combined experience across product management, vendor management, CX technology, or contact center operations.
• Demonstrated experience owning a product, capability, or platform end-to-end, including roadmap, adoption, and commercial enablement.
• Experience managing third-party vendors and cross-functional stakeholders.
• Experience partnering with IT, Finance, Procurement, Legal, Sales, and Operations in matrixed environments.
• Familiarity with CX technologies and contact center platforms (CCaaS, QM, WFM, agent assist, automation, analytics).
• Strong financial and business acumen, including comfort with license models, pricing structures, and ROI analysis.
• Strong written and verbal communication skills, with the ability to translate between technical, operational, and commercial audiences.
• Demonstrated ability to build enablement content, training materials, and structured documentation.

Preferred Qualifications:

• Experience with Genesys (Conduent's preferred CCaaS platform).
• Experience with AI-enabled CX capabilities such as automated quality management, agent assist, real-time translation, training simulation, or conversational AI.
• Prior experience in a BPO, CX outsourcing, or multi-client delivery environment.
• Experience with sales enablement, product marketing, or pre-sales solutioning.
• Familiarity with COPC, Six Sigma, or other CX operational standards and methodologies.