Digital Workplace-Agent Experience & Automation Product Manager

Truist; Richmond (VA); Remote; USD 120,000 - 180,000; Full time

Job summary

An established industry player is seeking a Digital Workplace-Agent Experience & Automation Product Manager to lead innovative strategies and enhance the agent experience. This senior-level role involves overseeing the delivery of advanced support agent tools and collaborating with stakeholders to drive technological advancements. The ideal candidate will possess extensive experience in technology leadership and strategy, with a strong focus on evaluating trends and implementing solutions that align with business needs. Join a forward-thinking company dedicated to leveraging cutting-edge technology for operational excellence and efficiency.

Benefits

Medical insurance

Dental insurance

Vision insurance

401k plan

Paid time off

Qualifications

• 15-20 years of leadership experience in technology.
• Ability to translate enterprise needs into technology solutions.
• Experience in negotiations and leadership.

Responsibilities

• Evaluate emerging technology trends for potential investment opportunities.
• Develop strategies to address business gaps.
• Communicate technology recommendations effectively.

Skills

Leadership in technology

Technology strategy

Architecture domains

Communication skills

Strategic thinking

Negotiation skills

Education

Bachelor's degree in Business, Management, or MIS

Bachelor's in a technical discipline

Tools

Microsoft Office

ServiceNow

Data analytics tools

Job description

Digital Workplace-Agent Experience & Automation Product Manager

2 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you'll be invited to create a profile, which will let you see your application status and any communications. If you already have a profile with us, you can log in to check status.

Need Help?

If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).

Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

The Digital Workplace Agent Experience and Automation Product Manager will be a senior-level trusted advisor and thought-leader, working closely with stakeholders to drive the agent experience and automation capabilities. This position will oversee the delivery of Support Agent tooling including Service Operations Workspace, ServiceNow Voice, Amazon Connect IVR, the IT Virtual Agent, and more. The role involves evaluating industry trends, exploring innovation opportunities, and collaborating with developers and engineers to deliver cutting-edge technology for our teammates and support agents.

This senior-level role provides technology and business expertise in developing enterprise strategies and digital enablement. The manager will drive enterprise strategies through current and emerging technologies, evaluate industry trends, perform financial-technology explorations, and identify innovation opportunities vital to Truist’s technological future. Responsibilities include defining technology strategies, making strategic decisions, and analyzing complex data to enhance product strategies, aiming to reduce support contact and increase efficiency.

Essential Duties And Responsibilities

These include evaluating emerging technology trends, developing strategies to address business gaps, establishing principles and standards for enterprise technologies, supporting strategic business transformations, developing business cases, communicating technology recommendations effectively, and collaborating on architecture strategies and standards. The role also involves identifying future transformation needs, leveraging external partnerships, and providing leadership to align technology with business needs.

• Evaluate emerging technology trends for potential investment opportunities.
• Identify enterprise gaps and develop strategies to address them.
• Establish principles, standards, and best practices for enterprise technologies.
• Support strategic initiatives like Core Banking transformation and Enterprise Digital Strategy.
• Develop business cases for technological investments.
• Communicate future-state technology and business enablement recommendations to various audiences.
• Define architecture strategies, choices, and standards.
• Identify future transformation needs and opportunities.
• Build and leverage networks with external partners and thought leaders.
• Collaborate with the architecture community to inform IT strategies and standards.
• Provide leadership that supports insightful decision-making and aligns technology with business needs.

Qualifications

Required Qualifications:

• Bachelor's degree in Business, Management, or MIS-related field, or equivalent experience.
• 15-20 years of leadership experience in technology.
• 15-20 years in technology strategy and architecture domains.
• Experience with application, data, infrastructure, security, and integration architecture.
• Broad understanding of technology, architecture, and strategic planning.
• Ability to translate enterprise needs into technology solutions.
• Effective interaction with executive management.
• Strong communication and interpersonal skills.
• Strategic thinking and acting.
• Experience in negotiations and leadership.
• Proficiency in Microsoft Office applications.

Preferred Qualifications:

• Bachelor's in a technical discipline or similar experience.
• Experience in banking or financial services.
• Managing distributed teams across onshore and offshore locations.
• Knowledge of data analytics and ServiceNow products.
• Experience leading Agile teams and frameworks.

Other Job Requirements / Working Conditions

• Sitting frequently (25%-50%).
• Lifting up to 25 lbs.
• Ability to interpret client information and communicate effectively both in person and via phone.
• Manual dexterity to operate office equipment.
• Availability to work all scheduled hours, including overtime.
• Travel up to 25%.

Benefits include medical, dental, vision, life insurance, disability, savings accounts, 401k, paid time off, and more. Truist is an Equal Opportunity Employer and a Drug-Free Workplace.