Senior Product Manager, Global Cloud CX

EY; Seattle (WA); On-site; USD 120,000 - 224,000; 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 define the product vision and roadmap, align business priorities with the technical roadmap and ensure the service remains desirable, viable, secure and cost-effective.

The role collaborates across business stakeholders, engineering, operations, architecture, security, privacy, procurement, finance, risk and external suppliers across the

Qualifications

• Significant experience in technology product management or service ownership.
• Strong knowledge of contact center and customer experience solutions in cloud environments.
• Business analysis capability including requirements specification and non-functional requirements.
• Experience activating product adoption, stakeholder communications, and organizational readiness.
• Experience managing strategic technology suppliers or MSPs.

Responsibilities

• Own and communicate the CCX product vision, strategy and roadmap aligning business priorities with tech roadmap.
• Act as voice of the customer for stakeholders, engineering, operations and other product teams.
• Gather, validate and prioritize requirements, feature requests, and regulatory obligations.
• Manage product backlog and lead cross-functional delivery from concept through design, testing and rollout.
• Oversee service performance, incidents, capacity, business continuity and continuous improvement.
• Coordinate architecture, security, privacy, risk assessments for new capabilities and integrations.
• Define and monitor product KPIs covering service performance, adoption and customer satisfaction.

Skills

Product management

Roadmap planning

Stakeholder mgmt

Cross-functional

Cloud CCX

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 define the product vision and roadmap, align business priorities with the technical roadmap and ensure the service remains desirable, viable, secure and cost-effective.

The role collaborates across business stakeholders, engineering, operations, architecture, security, privacy, procurement, finance, risk and external suppliers across the