PM, Contact Center Platforms & Advisor Enablement (Hybrid)

Wabco Holdings; Phoenix (site) (AK); Hybrid; USD 120,000 - 180,000; Full time

Job summary

UBS is seeking a Product Manager for Contact Center Platforms in a hybrid setup across major hubs in the US. You will own strategy, roadmap, and OKRs, shaping the delivery of conversational voice solutions and a comprehensive service capability for clients and partners.

You’ll collaborate with cross-functional teams to translate client needs into epics and user stories, drive data-driven decisions, and champion continuous improvement across the pod.

Qualifications

• Experience in agile environments with product ownership.
• Delivery of complex financial services products to clients, especially in contact center domains.
• Knowledge of contact center service solutions (voice, IVR) and modern digital capabilities.
• Understanding of Wealth Management and Banking client journeys.
• Ability to set OKRs and make data-driven decisions.
• Strong communication, collaboration, and problem-solving skills.

Responsibilities

• Share responsibility for strategy, roadmap and OKRs of Contact Center Platforms.
• Deliver changes through new conversational voice response systems while ensuring compliance with risk and security policies.
• Expand service capabilities with digital solutions and platform enhancements.
• Represent internal and external client needs, prioritize epics and user stories in the backlog.
• Mitigate impediments, align across pods and with leads, and advocate for the pod with stakeholders.
• Motivate team members and contribute to their growth and well-being.
• Define required competencies and provide regular feedback to drive high performance.

Skills

Agile delivery

Product ownership

Stakeholder management

Data-driven decisions

Strong communication

Analytical skills

Team leadership

Tools

Genesys call routing

Voice/IVR systems

Job description

UBS is seeking a Product Manager for Contact Center Platforms in a hybrid setup across major hubs in the US. You will own strategy, roadmap, and OKRs, shaping the delivery of conversational voice solutions and a comprehensive service capability for clients and partners.

You’ll collaborate with cross-functional teams to translate client needs into epics and user stories, drive data-driven decisions, and champion continuous improvement across the pod.