Senior Manager, Product Management overseeing a correspondence platform at Capital One. Leading product lifecycle, collaborating with teams to enhance customer communication processes.
About the role
- Product Manager leading the vision and operational excellence of Agent Tools ecosystem including Microsoft Dynamics and NICE Softphone. Collaborating with cross-functional teams to deliver seamless agent experiences.
Responsibilities
- Collaborate with engineering, UX, and vendor teams to deliver high-impact features and enhancements
- Analyze product performance and user feedback to drive continuous improvement
- Advise senior leadership as a strategic partner to ensure alignment across initiatives
- Lead the planning, execution, and delivery of projects related to agent tools and operational enhancements
- Develop and maintain comprehensive project plans, schedules, and resource allocations
- Track progress, mitigate risks, and ensure timely delivery of milestones
- Facilitate cross-functional planning, communication, and decision-making processes
- Prepare executive-level updates, dashboards, and presentations to communicate project status and outcomes
- Identify and eliminate blockers across teams to accelerate delivery
- Support change management, training, and rollout activities for new features and tools
- Document processes and ensure compliance with governance standards
Requirements
- Bachelor’s degree in a related field
- 5 plus years of experience in product management, management consulting, program & project management
- 5 plus years of developing, cultivating, and leading strong, high-performing teams in an agile environment
- PMP, Agile/Scrum, or SAFe certification (preferred)
- Experience working with call center software
- Experience in the telephony and call center sector with a proven track record of deploying customer centric initiatives to drive improvement
- Experience interacting with senior leaders, including developing, presenting, and gaining approval on any business cases and funding requests
- Experience working in a cross-functional team and drive outcomes without having direct authority
- Experience Jira, Confluence, Smartsheet, or MS Project
Benefits
- 401K matching
- health benefits
- employee stock options
- paid time off
- volunteer time off
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