Product Manager, Advisor Enablement

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

Job Reference: 293592BR | Location: Nashville, TN & Weehawken, NJ | Type: Full Time

Product Manager – Contact Center Platforms

We’re looking for a Product Manager who can share responsibility for strategy, roadmap and OKRs, create impactful change through new conversational voice response systems, and deliver a comprehensive service capability over time. The role requires deep understanding of client needs, prioritizing epics and user stories, mitigating impediments, motivating the pod, and ensuring high performance.

Responsibilities

• Share responsibility for strategy, roadmap and OKRs of Contact Center Platforms.
• Create impactful change through delivery of new conversational voice response systems (IVRs) while ensuring compliance with risk and security policies.
• Deliver a comprehensive service capability over time through new digital solutions and enhancements to the existing platform.
• Understand the needs of internal and external clients, act as their voice within the pod, and prioritize epics and user stories in the backlog to achieve business goals.
• Mitigate impediments to the team’s goals, align across pods and with crew leads, and act as the pod’s ambassadors toward internal stakeholders and clients.
• Motivate and energize pod members and contribute to their growth and well‑being.
• Define necessary competencies in the pod, cooperate with crew and chapter leads, and provide regular feedback to ensure high performance.

Qualifications and Expertise

• Experience working in agile environments with strong understanding of agile delivery frameworks and product ownership.
• Delivery of complex products to clients, ideally within the financial industry focusing on contact center products.
• Knowledge of contact center service solutions and capabilities including voice response telephony systems, Genesys call routing platform, and chatbots.
• Understanding of Wealth Management and Banking products and services and associated client service journeys.
• Ability to set outcome‑focused goals such as OKRs and make data‑driven decisions.
• Team player with an enthusiastic and proactive personality, strong analytical and problem‑solving skills.
• Strong active listening and communication skills to build networks and partnerships at all levels.
• Ability to drive change and work with diverse teams.
• Confident decision maker, highly organized and detail‑oriented.

About UBS

UBS is the world’s largest and the only truly global wealth manager. We operate through four business divisions: Global Wealth Management, Personal & Corporate Banking, Asset Management and the Investment Bank. Our global reach and breadth of expertise set us apart.

UBS embraces flexible ways of working, with options for part‑time, job‑sharing and hybrid arrangements where the role permits.

UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.