Hilton · 7 hours ago

Manager Product Management (Contact Center)

Addison, TX

Full-time

Remote

Mid, Senior Level

$85K/yr - $130K/yr

5+ years exp

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Responsibilities

Create and lead strategic roadmap for contact center tools consisting of Interactive Voice Response (IVR), scorecard/gamification/coaching tool, customer feedback tool including NLP and surveys, payroll timekeeping system, workforce management system, online FAQ support page that is accordant with Hilton’s vision and enables a competitive advantage using leading-edge solutions in serving our customers

Collaborate with software engineering, experience design, call center operations, and analytics teams to lead product strategy

Apply a blend of data and qualitative feedback to find opportunities to enhance the customer experience through supported products

Maintain industry expertise in fast-evolving AI technology and automation capabilities

Partner with business leads and analytics to define and refine success metrics, ensuring reporting and measurability of initiatives

Coordinate with functional product teams and call center operations to impart integrated solutions for a seamless customer experience.

Create and share roadmaps and calendars of events for updates and enhancements to the products supported

Build trusted working relationships across the product working team

Work with call center business and operations leadership to ensure objectives and priorities are inline

Partner with other product managers and channel owners to ensure alignment of strategy, goals, and timelines

Your role will focus on the growth and evolution of contact center products

Strategy and implementation of self-service, customer (guest and agent) use of the tools and automation through all channels

Qualification

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Product ManagementContact Center TechnologyCustomer ExperienceRoadmap PlanningAgile ProcessNLPIVRAI TechnologyJiraFeature DevelopmentFinancial Data AnalysisCustomer Support

Required

Five (5) years of work experience in product management in contact center technology, customer experience or customer support

Experience in roadmap planning along with Agile process with tools such as Jira, plus feature and requirements development

Travel up to 10%

Preferred

Bachelor’s Degree in related fields

Seven (7) years experience in a product-related, contact center technology or customer experience role

Experience in customer support roles

Experience with IVRs, NLP, scorecards, AI, and other high-volume contact center technology

Knowledge of financial data related to IT projects and the ability to demonstrate an ROI and analyze the results of a system roll-out to determine if it has achieved the desired outcomes.