Global Cloud CCX Product Manager

EY; Atlanta (GA); On-site; USD 120,000 - 255,000; Full time

Benefits offered by this job

Medical and dental coverage

401(k) plan

Paid time off

Flexible vacation policy

EY Paid Holidays

Job summary

EY is seeking a Customer Contact Experience Product Manager to own the end-to-end lifecycle of EY’s global cloud contact center service. You will translate business priorities into a technical roadmap, collaborate with engineering, security, privacy, and operations, and drive adoption and continuous improvement across global teams.

You will lead a multi-disciplinary team to deliver value, ensure compliance and cost effectiveness, and monitor KPIs to improve customer satisfaction and service

Qualifications

• Significant experience in technology product management.
• Strong knowledge of contact center and customer experience solutions, preferably in a global cloud environment.
• Strong business analysis capability, including problem definition, stakeholder facilitation, solution evaluation, requirements specification.

Responsibilities

• Own and communicate the CCX business product vision, strategy and roadmap.
• Act as the voice of the customer and primary contact for stakeholders and engineering teams.
• Gather, validate and prioritize business requirements and regulatory obligations.
• Manage the product backlog and lead cross-functional delivery from concept through design and testing.
• Oversee service performance, incidents and continuity planning.
• Coordinate architecture, security, privacy and risk assessments for new capabilities.
• Define and monitor product KPIs covering performance, adoption and customer satisfaction.

Skills

Product management

Roadmap development

Cross-functional leadership

Stakeholder communication

Customer focus

Analytical skills

Tools

Genesys Cloud CX

ServiceNow

REST APIs

Azure

Power BI

Job description

EY is seeking a Customer Contact Experience Product Manager to own the end-to-end lifecycle of EY’s global cloud contact center service. You will translate business priorities into a technical roadmap, collaborate with engineering, security, privacy, and operations, and drive adoption and continuous improvement across global teams.

You will lead a multi-disciplinary team to deliver value, ensure compliance and cost effectiveness, and monitor KPIs to improve customer satisfaction and service