Global Cloud CX Product Manager

EY; Raleigh (NC); Presencial; USD 120 000 - 255 000; Tempo integral

Resumo da oferta

EY is seeking a Product Manager for the Customer Contact Experience (CCX) product with end-to-end accountability for the global cloud contact center service. You will define the product vision and roadmap, align business priorities with technical delivery, and collaborate across engineering, security, privacy, and external suppliers.

You will own the backlog, drive delivery from concept through release, monitor performance, and ensure security, compliance and cost-efficiency.

Qualificações

• Significant experience in technology product management or equivalent role.
• Strong knowledge of contact center and customer experience solutions.
• Experience planning product activation, communications and adoption.
• Experience managing strategic technology suppliers or MSPs.
• Understanding of enterprise security, privacy and regulatory governance.
• Excellent written and verbal English communication.

Responsabilidades

• Own and communicate the CCX product vision, strategy and roadmap.
• Act as voice of the customer for stakeholders and teams.
• Gather, validate and prioritize business requirements and regulatory obligations.
• Manage the product backlog and cross-functional delivery from concept to release.
• Oversee service performance, incidents and continuous improvement.
• Manage Genesys and other technology suppliers and contracts.
• Maintain oversight of product costs, licensing and investments.
• Ensure EY security, privacy, data retention and risk requirements.
• Coordinate architecture, security, privacy and risk assessments for new capabilities.
• Define and monitor product KPIs for performance and adoption.
• Communicate direction and service changes to senior stakeholders.
• Monitor cloud contact center developments and opportunities.

Conhecimentos

Product management

Roadmap development

Cross-functional leadership

Stakeholder management

Customer focus

Analytical thinking

Negotiation

Descrição da oferta de emprego

EY is seeking a Product Manager for the Customer Contact Experience (CCX) product with end-to-end accountability for the global cloud contact center service. You will define the product vision and roadmap, align business priorities with technical delivery, and collaborate across engineering, security, privacy, and external suppliers.

You will own the backlog, drive delivery from concept through release, monitor performance, and ensure security, compliance and cost-efficiency.