Senior Product Manager, Cloud Contact Experience

EY UK; Washington (District of Columbia); On-site; USD 144,000 - 245,000; Full time

Job summary

EY is seeking a Product Manager for the Customer Contact Experience (CCX) to own the business and technology outcomes of EY’s global cloud contact center service. You will translate business priorities into a technical roadmap, ensuring desirability, viability, security and cost-effectiveness across the lifecycle.

You will collaborate with business, engineering, operations, security, privacy, procurement and finance to drive delivery, adoption and continuous improvement while maintaining

Qualifications

• Significant experience in technology product management or a comparable end-to-end technology role.
• Strong knowledge of contact center and customer experience solutions in a global cloud environment.
• Business analysis capability including requirement specification and stakeholder facilitation.
• Experience planning product activation, communications, training and adoption.
• Experience managing strategic technology suppliers or MSPs.

Responsibilities

• Own and communicate the CCX product vision, strategy and roadmap aligned with business priorities.
• Serve as voice of the customer for stakeholders, engineering and other teams.
• Gather, validate and prioritize business requirements and regulatory obligations.
• Manage the product backlog and lead cross-functional delivery from concept to release.
• Oversee service performance, incidents, capacity, continuity and improvement.
• Coordinate architecture, security, privacy and risk assessments for new capabilities.
• Define and monitor product KPIs covering adoption, satisfaction, cost and outcomes.
• Communicate product direction and service changes to senior stakeholders and user communities.

Skills

Product management

Roadmap development

Stakeholder management

Cross-functional leadership

Customer focus

Analytical thinking

English proficiency

Job description

EY is seeking a Product Manager for the Customer Contact Experience (CCX) to own the business and technology outcomes of EY’s global cloud contact center service. You will translate business priorities into a technical roadmap, ensuring desirability, viability, security and cost-effectiveness across the lifecycle.

You will collaborate with business, engineering, operations, security, privacy, procurement and finance to drive delivery, adoption and continuous improvement while maintaining