Bilingual Call Centre Representative handling telephone and email inquiries for residents. Organizing appointments and tracking leads while ensuring exceptional customer service standards.
About the role
- VP, Product leading strategy and delivery of contact center technologies and workforce optimization. Transforming legacy systems to modern cloud-based platforms for omnichannel customer engagement.
Responsibilities
- Own the product strategy, roadmap, and scaled delivery of capabilities that power our customer connection points.
- Deliver modern, streamlined technology and capabilities to enable forecasting, scheduling, and intraday management.
- Support smarter orchestration of work and partner across the enterprise with the primary stakeholders.
- Establish product metrics and operating cadence, including KPIs, experimentation, release planning, and continuous improvement tied to operational and customer outcomes.
- Champion modernization and change adoption, influencing stakeholders and guiding rollouts that enable seamless omnichannel servicing across voice, digital, chat, and messaging.
Requirements
- Bachelor’s degree and 8 years of relevant experience in product management, platform delivery, servicing operations technology, or equivalent.
- 12 years of relevant experience in product management, platform delivery, servicing operations technology, or equivalent in lieu of a degree
- 8+ years leading cross functional initiatives across business and technology teams with measurable outcomes
- Demonstrated experience delivering customer service, servicing, contact center, process reengineering and automation, or agent workflow solutions at enterprise scale.
- 5+ years working in Agile at scale (SAFe preferred), including backlog management, release planning, and dependency management
- Experience translating business goals into product requirements, user stories, acceptance criteria, and iterative releases
- Proven ability to partner with engineering and architecture leaders on integration scope, technical tradeoffs, and sequencing
- Strong written and verbal communication skills with both technical and non-technical stakeholders, including executive updates.
- Ability to work Eastern Time Zone hours, while partnering with global stakeholders
- Ability and flexibility to travel for business as required
Benefits
- Flexible work arrangements
- Professional development opportunities
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