Cloud CCX Product Manager - Assistant Director

EY; San Francisco (CA); On-site; USD 120,000 - 255,000; Full time

Job summary

EY in the United States seeks a Customer Contact Experience (CCX) Product Manager with end-to-end accountability for EY’s global cloud contact center service. You will shape the product vision, translate business priorities into a technical roadmap, and ensure the service is desirable, viable, functional, secure and cost-effective.

You will collaborate across stakeholders, engineering, operations, security, privacy, procurement, finance and suppliers to drive the full product lifecycle from

Qualifications

• Significant experience in technology product management or equivalent end-to-end tech role.
• Strong knowledge of contact center and customer experience solutions, preferably cloud-based.
• Business analysis capability including requirements specification and maintenance of functional and non-functional requirements.
• Experience planning product activation, communications, documentation and training to drive adoption.
• Experience managing strategic technology suppliers or managed service providers.
• Understanding of enterprise security, privacy, data protection and regulatory governance.
• Strong written and verbal English communication skills.

Responsibilities

• Own and communicate the CCX product vision, strategy and roadmap to align business value with technical delivery.
• Act as voice of the customer to business stakeholders, engineering, operations and other teams.
• Gather, validate and prioritize requirements, feature requests and regulatory obligations.
• Manage the product backlog and lead cross-functional delivery from concept to release and readiness.
• Oversee service performance, incidents, capacity, continuity and ongoing improvement.
• Coordinate architecture, security, privacy and risk assessments for new capabilities.
• Define and monitor product KPIs covering performance, adoption and cost.
• Communicate product direction and service changes to senior stakeholders and user communities.

Skills

Product vision & roadmap

Cross-functional leadership

Stakeholder management

Cloud contact center

Regulatory & security awareness

Tools

Genesys

ServiceNow

REST APIs

Azure

AWS

Power BI

Job description

EY in the United States seeks a Customer Contact Experience (CCX) Product Manager with end-to-end accountability for EY’s global cloud contact center service. You will shape the product vision, translate business priorities into a technical roadmap, and ensure the service is desirable, viable, functional, secure and cost-effective.

You will collaborate across stakeholders, engineering, operations, security, privacy, procurement, finance and suppliers to drive the full product lifecycle from