Senior Product Manager, Global Cloud Contact Center

EY; Jacksonville (FL); On-site; USD 120,000 - 244,000; Full time

Job summary

EY is seeking a Product Manager for the Customer Contact Experience (CCX) with end-to-end accountability for EY’s global cloud contact center service. You will develop and communicate the product vision and roadmap while translating business priorities into the technical roadmap.

You will work across business stakeholders, engineering, operations, architecture, security, privacy, procurement, finance and risk to drive delivery from requirements to service operation and continuous improvement.

Qualifications

• Significant experience in technology product management or comparable end-to-end tech roles.
• Strong knowledge of contact center and customer experience solutions, preferably cloud-based.
• Business analysis skills including requirements specification and stakeholder facilitation.
• Experience activating product adoption, communications, documentation and training.
• Experience managing strategic technology suppliers or managed service providers.
• Understanding of enterprise security, privacy, data protection and governance.
• Strong written and verbal English communication skills.

Responsibilities

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

Skills

Strong product management

Roadmap development

Priority setting

Stakeholder communication

Cross-functional leadership

Customer focus

Analytical and problem-solving

Global team collaboration

Tools

Genesys Cloud CX

REST APIs

ServiceNow

Azure / AWS

Power BI

Job description

EY is seeking a Product Manager for the Customer Contact Experience (CCX) with end-to-end accountability for EY’s global cloud contact center service. You will develop and communicate the product vision and roadmap while translating business priorities into the technical roadmap.

You will work across business stakeholders, engineering, operations, architecture, security, privacy, procurement, finance and risk to drive delivery from requirements to service operation and continuous improvement.