Senior Product Manager, Global Cloud CX

EY; Fort Worth (TX); On-site; USD 120,000 - 245,000; Full time

Job summary

EY seeks a Customer Contact Experience (CCX) Product Manager in the United States. You will own the end-to-end product vision, roadmap, and business outcomes for EY's global cloud contact center service, translating priorities into a practical technical strategy.

You will collaborate across engineering, security, privacy, procurement, finance, and external suppliers, lead cross-functional delivery, monitor KPIs, and ensure secure, compliant, and cost-effective service operations at scale.

Qualifications

• Significant experience in technology product management or a comparable end-to-end technology role.
• Strong knowledge of contact center and customer experience solutions, preferably in a global cloud environment.
• Experience planning and delivering product activation, stakeholder communications, documentation and training to increase adoption.

Responsibilities

• Own and communicate the CCX product vision, strategy and roadmap.
• Gather, validate and prioritize business requirements and regulatory obligations.
• Manage the product backlog and lead cross-functional delivery from concept through design, testing, release and operational readiness.
• Define and monitor product KPIs covering service performance, adoption and customer satisfaction.
• Coordinate architecture, security, privacy and risk assessments for new capabilities and integrations.

Skills

Product management

Roadmap development

Prioritization

Stakeholder management

Communication

Analytical thinking

Global collaboration

Customer focus

Tools

Genesys Cloud CX

ServiceNow

REST APIs

Identity services

Azure

AWS

Power BI

DevOps

Job description

EY seeks a Customer Contact Experience (CCX) Product Manager in the United States. You will own the end-to-end product vision, roadmap, and business outcomes for EY's global cloud contact center service, translating priorities into a practical technical strategy.

You will collaborate across engineering, security, privacy, procurement, finance, and external suppliers, lead cross-functional delivery, monitor KPIs, and ensure secure, compliant, and cost-effective service operations at scale.