Technical Product Manager

Credit Acceptance Corporation; United States; Remote; USD 108,000 - 158,000; Full time

Job summary

A leading company in the automotive finance sector seeks a Technical Product Manager to lead the migration to a cloud-native contact center. This role requires extensive engineering experience and offers a competitive salary range, along with a commitment to professional development and a collaborative work environment.

Benefits

401(K) match

Adoption assistance

Parental leave

Tuition reimbursement

Comprehensive medical/dental/vision benefits

Qualifications

• Minimum 10 years of software engineering experience.
• Experience migrating customers to CCaaS providers.
• Strong technical background in telephony technologies.

Responsibilities

• Lead migration of telephony infrastructure to CCaaS.
• Collaborate with cross-functional teams to define product requirements.
• Drive technical innovation and improvements in software systems.

Skills

Customer Empathy

Engineering Excellence

Owner’s Mindset

Problem-Solving Skills

Collaboration Skills

Analytical Skills

Education

Bachelor’s degree in computer science or Information Systems

Tools

PL/SQL

Python

Job description

Technical Product Manager page is loaded

Technical Product Manager

Apply locations USA – Remote time type Full time posted on Posted 2 Days Ago job requisition id R12814

Credit Acceptance is proud to be an award-winning company with local and national workplace recognition in multiple categories! Our world-class culture is shaped by dedicated Team Members who share a drive to succeed as professionals and together as a company. A great product, amazing people and our stable financial history have made us one of the largest used car finance companies nationally.

Our Engineering and Analytics Team Members utilize the latest technology to develop, monitor, and maintain complex practices that help optimize our success. Our Team Members value being challenged, are encouraged to express their ideas, and have the flexibility to enjoy work life balance. We build intrinsic value by partnering with all functions of our business to support their success and make strategic business decisions. We focus on professional development and continuous improvement while enjoying a casual work environment and Great Place to Work culture!

This role, is responsible for leading the migration of our on-prem telephony infrastructure to a modern cloud native Contact Center as a Service (CCaaS). The Technical Product Manager (TPM) brings technical expertise focusing on developing and delivering innovative, reliable technology solutions across channels such as voice, SMS and email, from planning to optimization. They work closely with engineering, analytics and product to ensure that the contact center platform’s technical feasibility aligns with business goals. The ideal candidate brings over 15+ years of engineering experience with significant depth in CCaaS platforms, cloud architectures, distributed systems, and leading complex technical initiatives. This position serve as both a hands-on technical leader and a strategic advisor, helping to establish robust, scalable foundations that enable innovation across the organization.

Outcomes and Activities:

• This position will work from home; occasional planned travel to an assigned Southfield, Michigan office location may be required. However, this position is permitted to work at a Southfield, Michigan office location if requested by the team member
• Provide thought leadership and build software solutions that deliver high impact business value and deliver customer delight
• Lead the design and implementation of software solutions that are scalable, reliable, and maintainable
• Collaborate with a diverse cross functional team including business partners, Product Managers and designers to define product requirements, direction and clarity
• Drive technical innovation and improvements of the design and architecture of software systems towards leading edge technologies and practices
• Define, develop and drive software engineering best practices
• Become an expert in the business process domain to better support the business and align technologies with the business outcomes
• Work with the engineering leadership team to develop and execute on the company’s technical and business strategy
• Conduct impact analysis to proactively identify impact of a change across multiple applications/systems
• Perform technical due diligence and architectural assessments of third-party technologies and solutions.
• Participate and drive decomposing a monolithic code base to decoupled services
• Experiment and test ideas, validate assumptions against needs, reach conclusions and recommend solutions
• Document standards, best practices, and engineering artifacts so others can easily understand, build and maintain best in class software systems
• Debug the critical problems which arise in production and execute effective solutions within the application and across multiple applications/systems
• Lead continuous learning and process improvement activities to improve design and overall engineering practices
• Grow talent by participating in hiring and mentoring team members

Competencies: The following items detail how you will be successful in this role.

• Customer Empathy: Customer Empathy is the ability to understand the perspectives, pain points, and experiences of customers. It involves actively putting oneself in the customer’s shoes, comprehending their needs and challenges, and using that understanding to provide a better, more customer-centric experience.
• Engineering Excellence: Engineering Excellence is about bringing great craftsmanship and thought leadership to deliver an outstanding product that delights customers and solves for the business. This involves the pursuit and achievement of high standards, best practices, innovation, and superior solutions.
• One Team: A One Team mindset refers to a collaborative approach across the organization, where individuals work together seamlessly, without boundaries, as a single, cohesive team. Shared goals, open communication and mutual support create a sense of collective purpose. This enables teams to navigate challenges and pursue shared objectives more effectively.
• Owner’s Mindset: Owner’s Mindset involves adopting a set of behaviors that reflect a sense of responsibility, accountability, strategic thinking, and a proactive approach to managing your domain. As an owner, you understand the business and your domain(s) deeply and solve for the right outcome for the domain(s) and the business.

Requirements:

• Bachelor’s degree in computer science, Information Systems, or closely related field of study; or equivalent work experience
• Minimum 10 years of software engineering experience or comparable depth of experience
• Demonstrated experience in migrating customers from on-prem telephony providers to CCaaS providers (for ex: Genesys/Five9)
• Strong technical background to understand capabilities from cloud providers, complex telephony platforms and translate them into product features.
• Proficient in delving into the technical capabilities of the vendors to assess strengths, weaknesses and makes recommendations based on vendor’s ability to meet business objectives
• Adept at defining technology vision, develop roadmaps, and prioritize features based on customer needs and market trends.
• Collaborate closely with engineering teams to ensure the product's technical feasibility and align with best practices.
• Ensure the product's technical aspects are feasible and align with the latest technological standards and practices.
• Identify and resolve technical issues, working with engineering and other relevant teams to address problems and improve serviceability.
• Lead customer delivery engagements and/or provide partner support for large-scale solutions and complex issues.
• Analyze data and analytical capabilities to inform product decisions and measure the impact of product changes.
• Adopt agile development methodologies and use them to manage product development.
• Act as a translator between technical and business stakeholders, ensuring clear and effective communication.

Preferred:

• Financial services or FinTech industry experience

Knowledge and Skills:

• Technical Expertise:Strong understanding of telephony technologies, networking, and software development, PL/SQL or Python, API best practices and Cloud capabilities
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Product Management Skills:Experience in product planning, road mapping, and prioritization.
• Communication Skills:Excellent written and verbal communication skills.
• Collaboration Skills:Ability to work effectively with cross-functional teams.
• Problem-Solving Skills:Ability to identify and resolve technical issues.
• Analytical Skills:Ability to analyze data and make informed decisions.
• Agile Mindset:Familiarity with agile development methodologies

Target Compensation: A competitive base salary range from $108,000 - $158,000. This position is eligible for an annual variable bonus of cash and equity, between 15-30%. Final compensation within the range is influenced by many factors including role-specific skills, depth and experience level, industry background, relevant education and certifications.

Candidates who reside in the following major metropolitan areas may be eligible for a premium on top of the posted range based on their specific zone: San Francisco, Seattle, Boston, New York City, Los Angeles and San Diego.

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#zip

#LI-Remote

Benefits

• Excellent benefits package that includes 401(K) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical/ dental/vision and many nonstandard benefits that make us a Great Place to Work

Our Company Values:

To be successful in this role, Team Members need to be:

• Positive by maintaining resiliency and focusing on solutions
• Respectful by collaborating and actively listening
• Insightful by cultivating innovation, accumulating business and role specific knowledge, demonstrating self-awareness and making quality decisions
• Direct by effectively communicating and conveying courage
• Earnest by taking accountability, applying feedback and effectively planning and priority setting

Expectations:

• Remain compliant with our policies processes and legal guidelines
• All other duties as assigned
• Attendance as required by department

Advice !

We understand that your career search may look different than others. Our hiring team wants to make sure that this would be a fit not just for us, but for you long term. If you are actively looking or starting to explore new opportunities, send us your application!

P.S .

We have great details around our stats, success, history and more. We’re proud of our culture and are happy to share why – let’s talk!

Required degrees must have been earned at institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent.

Credit Acceptance is dedicated to providing a safe and inclusive working environment for all. As part of our Culture of Compliance, we are proud to be an Equal Opportunity Employer and value our culturally diverse workforce. All qualified applicants will receive consideration for employment regardless of the person’s age, race, color, religion, sex, gender, sexual orientation, gender identity, national origin, veteran or disability status, criminal history, or any other legally protected characteristic.

California Residents: Please click here for the California Consumer Privacy Act (CCPA) notice regarding the personal information Credit Acceptance may collect from you.

Play the video below to learn more about our Company culture.