Voice Operations Product Manager — Customer-Centric Innovator

Next Frontier Capital; Columbus (OH); On-site; USD 120,000 - 180,000; Full time

Job summary

Chase is seeking a Product Manager in Voice Business Management Operations within Consumer & Community Banking. You will be the voice of the customer, leading end-to-end product life cycle and guiding launches to deliver customer value.

Collaborate with cross-functional teams to build strategy, roadmap, and backlog; monitor metrics, conduct market research, and identify differentiators; ensure scalable, resilient product experiences.

Qualifications

• 5+ years of experience or equivalent in product management.
• Advanced knowledge of the product development life cycle, design, and data analytics.
• Proven ability to lead product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management.
• 10+ years of experience in interaction management, call routing, call flow design and configuration strategies.
• Core understanding of Amazon Connect Cloud Contact Center Solutions & Services, with advanced knowledge specific to design enablement, configuration management, customer journeys and queue & specialist targeting.
• Expertise in client and customer relationship management, with the ability to easily build rapport and focus on customer needs.
• Experience driving change within organizations and managing stakeholders across multiple functions.
• Background in business and technology architecture discipline
• Strong competencies in communications, presentation development, functional and comparative analysis and financial modeling
• Must have the ability easily assimilate information and learn new applications and processes and ability to analyze complex system requirements and present findings to both

Responsibilities

• Develops a product strategy and product vision that delivers value to customers
• Manages discovery efforts and market research to uncover customer solutions and integrate them into the product roadmap
• Owns, maintains, and develops a product backlog that enables development to support the overall strategic roadmap and value proposition
• Builds the framework and tracks the product's key success metrics such as cost, feature and functionality, risk posture, and reliability
• Manage discovery efforts and market research to uncover customer solutions and integrate them into the solution interaction management strategies
• Collaborate with cross-functional teams and products to plan and lead product initiatives, fostering a culture of teamwork and partnership to achieve shared goals
• Build and maintain strong relationships with stakeholders, action as a trusted advisor and success enabler
• Own the product performance, ensuring accountability and reliability in achieving business objectives and compiling wins for the organization
• Monitor the market trends, conduct competitive analysis, and identify opportunities for product differentiation
• Develop innovative concepts and manage experimentation inclusive of solutions and services that streamline the customer journey, improve specialist targeting, and delivers efficiency
• Develop presentations and communication strategies for consumption across multiple levels of the organization, from Executive Leadership to Front Line Workforce Team Members

Skills

Product management

Lifecycle management

Market research

Amazon Connect

Stakeholder management

Financial modeling

Communication skills

Presentation skills

Cross-functional teamwork

Tools

CRM tools

Data analytics tools

Job description

Chase is seeking a Product Manager in Voice Business Management Operations within Consumer & Community Banking. You will be the voice of the customer, leading end-to-end product life cycle and guiding launches to deliver customer value.

Collaborate with cross-functional teams to build strategy, roadmap, and backlog; monitor metrics, conduct market research, and identify differentiators; ensure scalable, resilient product experiences.