Director Product Mgmt-CX CONTACT CENTER AI-REMOTE

Vaco; Dallas (TX); À distance; USD 170 000 - 235 000; Plein temps

Avantages offerts par ce poste

Remote work

Résumé du poste

Vaco by Highspring seeks a Director of Product Management-CX Contact Center AI to lead strategy and modernization across enterprise customer service technologies. The role focuses on AI-enabled interactions, agent productivity, and workforce orchestration in a remote, U.S.

based setup. We require extensive product leadership in contact center environments (2,000+ agents preferred), and a track record of delivering measurable business outcomes through AI and automation initiatives.

Qualifications

• Bachelor's degree required and 10+ years in product management or related leadership roles.
• Demonstrated experience leading product or transformation initiatives in large contact center environments.
• Proven ownership of strategy, roadmaps, prioritization, and execution in enterprise settings.
• Experience with AI, automation, and workforce/agent productivity improvements.

Responsabilités

• Define long-term product vision and multi-year roadmaps for enterprise CX technologies.
• Drive modernization across contact center platforms, AI-enabled interactions, and self-service tools.
• Establish governance, investments, and success metrics for the portfolio.
• Collaborate with engineering, UX, analytics, and exec leadership to deliver strategic initiatives.
• Build business cases, prioritize investments, and drive cross-functional execution.

Connaissances

Contact center experience

AI/automation experience

Executive communication

Agile product orgs

Formation

Bachelor's degree

Description du poste

Director, Product Mgmt-CX CONTACT CENTER AI, REMOTE

PLEASE NOTE: CONTACT CENTER TECHNOLOGY EXPERIENCE IS A CORE REQUIREMENT FOR THIS ROLE. Candidates must have demonstrated success leading product, technology, or transformation initiatives within large-scale enterprise contact center environments, ideally supporting 2,000+ agents across omnichannel operations. Experience with contact center platforms, agent technologies, customer interaction systems, and CX TRANSFORMATION

Location: 100% Remote, U.S. Based

Employment Status & Work Authorization

• No C2C arrangements
• No third-party recruiter, staffing firm, consulting firm, or vendor submissions
• Only candidates applying directly for employment will be considered
• Applicants must be legally authorized to work in the United States on a full-time basis
• Sponsorship is not available now or in the future for this position

Compensation

• Base Salary: $170,000 - $235,000 (dependent upon experience, qualifications, and overall alignment with role requirements)
• Short Term Incentive Plan: 35% Target Annual Discretionary Bonus
• Long Term Incentive Plan: $20,000 Annual CSU (vesting over 3 years)
• Total target compensation ranges from approximately $243K-$337K, depending on experience and level.

Position Overview

An established enterprise organization is seeking a Director-level Product Management leader to drive strategy, innovation, and modernization across a portfolio of customer service technologies, intelligent automation capabilities, and AI-enabled interaction platforms.

This individual will be responsible for defining long-term product vision, building and executing multi-year roadmaps, establishing investment priorities, and delivering measurable business outcomes across a large-scale service organization.

The ideal candidate combines deep Product Management expertise with significant customer service technology experience, recent AI and automation implementation leadership, and the ability to influence large matrixed organizations at the executive level.

Key Responsibilities

• Define and execute the long-term product vision and roadmap for enterprise customer service technologies and supporting platforms.
• Lead modernization and transformation initiatives across customer interaction technologies, self-service capabilities, workforce enablement tools, and AI-powered solutions.
• Establish product strategy, portfolio governance, investment priorities, and success metrics.
• Drive adoption of intelligent automation, conversational AI, virtual assistants, workflow orchestration, agent productivity solutions, predictive analytics, and decision-support capabilities.
• Translate customer, employee, operational, and business insights into scalable product investments and measurable outcomes.
• Partner with engineering, architecture, UX, analytics, operations, and executive stakeholders to deliver strategic initiatives.
• Build business cases, prioritize investments, and align cross-functional stakeholders around enterprise objectives.
• Establish and advance product operating models, Agile delivery practices, and governance frameworks.
• Influence large matrixed organizations and drive results through collaboration rather than direct authority.

Requirements

• Bachelor's Degree required
• 10+ years of Product Management experience with progressive leadership responsibility.
• Demonstrated experience leading product, technology, or transformation initiatives within large-scale CONTACT CENTER environments is required, ideally supporting organizations with 2,000+ agents, customer service representatives, or contact center personnel across multiple channels and locations.
• Proven ownership of product strategy, roadmap development, prioritization, lifecycle management, and execution.
• Significant experience leading enterprise-scale platform modernization, customer service technology transformation, or digital transformation initiatives.
• Recent experience implementing AI, automation, conversational AI, virtual assistants, intelligent workflow technologies, agent-assist capabilities, intelligent routing, predictive analytics, or productivity-enhancing solutions in production environments.
• Strong understanding of customer service technologies, customer engagement ecosystems, workforce enablement platforms, and enterprise service environments.
• Experience operating within Agile product organizations utilizing product-led operating models, pods, squads, or similar structures.
• Ability to partner effectively with engineering, architecture, analytics, operations, and executive leadership teams.
• Executive-level communication, presentation, and stakeholder-management skills.

Preferred Qualifications

• Master's Degree preferred.
• Experience within large, complex enterprise organizations.
• Experience leading global initiatives and supporting geographically distributed operations.
• Demonstrated career progression with increasing responsibility and leadership scope.
• Consistent employment history with reasonable tenure stability.
• Experience scaling teams, product operating models, governance frameworks, or enterprise platforms.
• Experience working with enterprise CRM environments, customer engagement technologies, intelligent automation solutions, AI-enabled service platforms, workforce technologies, or digital engagement ecosystems.

Ideal Candidate Profile

• Enterprise-scale customer service technology leadership
• Product roadmap ownership and portfolio management experience
• Experience supporting large customer service organizations at significant scale
• Recent AI and automation implementation experience
• Strong executive presence and communication skills
• Ability to influence engineering and business organizations without relying on direct authority
• Quantifiable business impact tied to product investments
• Stable career progression within reputable organizations
• Success operating in complex, highly matrixed enterprise environments

What Success Looks Like

• Creates and executes a multi-year strategy for critical customer service and AI-enabled platforms.
• Delivers measurable improvements in service effectiveness, workforce productivity, automation adoption, and operational efficiency.
• Successfully introduces scalable AI-driven capabilities that improve both employee and customer experiences.
• Establishes strong product governance, prioritization, and roadmap management practices.
• Serves as a trusted strategic partner to executive leadership on technology investment decisions and future-state platform strategy.

Equal Opportunity Notice

Highspring LLC (d/b/a Vaco by Highspring) and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") are committed to the full inclusion of all qualified individuals and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by applicable law. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if an accommodation is needed to participate in the job application or interview process, please contact [e-mail].

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.