GrowMore Recruitment is a full-service, multi-specialist recruitment agency. We work across virtually all industry sectors, with clients ranging from small start-ups to global blue-chip companies and large public sector and not-for-profit organizations. We are on the lookout for an experienced Product Manager for a company that offers multi-brand customer care of the highest quality.
As the Product Manager specializing in Customer Service Tools, you will play a pivotal role in formulating and executing the product strategy and roadmap for tools and technologies aimed at enhancing the customer and agent experience. This includes innovations in the Contact Center platform and other applications related to customer service. Collaboration with key business stakeholders is central to driving growth and ensuring business success by leveraging both new and existing tools. In this capacity, you will collaborate with cross-functional teams to optimize existing product offerings, develop new ones, and implement strategies for success.

Key Responsibilities:

• Define the vision, objectives, key results, and success metrics for the product, collaborating with key teams and aligning with broader business objectives.
• Own and drive a product portfolio aimed at solving high-impact business problems for the organization and product area.
• Ensure the success of the product throughout its entire lifecycle, from the implementation of core tool functionalities to ongoing support and future feature releases.
• Collaborate with technical and operational stakeholders to maintain and ensure the availability of tooling.
• Work with technical teams and third-party vendors to facilitate API interfaces with the platform/system as needed.
• Socialize strategic plans, roadmaps, and ongoing progress in product review forums and quarterly OKR check-ins.
• Develop and maintain a Test & Learn approach to analyze product impact, iterating and building on learnings continuously.
• Act as a subject matter expert for the product user experience, documenting and ensuring teams are trained on standard operating procedures and workflows.
• Drive a deeper understanding of customer problems that the product aims to solve and develop solutions accordingly.
• Utilize agile methodologies for sprint planning and development management to drive the roadmap and release schedule.
• Anticipate roadblocks, provide escalation management, and make conciliations to balance business needs versus constraints.
• Regularly update stakeholders on progress, risks, and business impact.

Product Leadership:

• Think critically about the customer experience and communicate those needs to senior stakeholders.
• Provide direction and guidance to development and project teams as a thought leader, championing the needs of the customer and internal users.
• Collaborate with internal and external teams, including Technology, BI, Product, Customer Service, and outsourced vendors/partners.
• Effectively manage priorities for multiple features across technical teams and business stakeholders.
• Leverage strong meeting and workshop facilitation skills and conflict resolution.

Requirements:

• The candidate must be available to work during the time frame of 3:00 PM to 12:00 AM GEO time.
• 3+ years of experience in a product or program management-related field with a focus on development and technology, or equivalent experience in a leadership-level role.
• Prior experience with customer service contact centers and contact center platforms is a must.
• Strong understanding of technology components such as applications, databases, networking, VoIP, etc.
• Strong leadership and people management skills, with the ability to influence decisions while maintaining strong working relationships across functions and cultures.
• Proven experience implementing and scaling new solutions, monitoring and refining existing solutions to meet company objectives, strategies, and forecasts.
• Client services mentality, flexibility, and willingness to collaborate openly with other functions.
• Exceptional analytical skills with the ability to use data and metrics to back up assumptions, recommendations, and drive actions.
• Ability to promptly establish priorities and communicate expectations.
• Able to build deep client and industry knowledge, identify trends, gaps, and opportunities from data and client/industry information.
• Experience in direct operation with agile/scrum methodologies.
• Strong communication skills, a strong sense of commitment, troubleshooting skills, and ability to deliver in a fast-paced global environment.
• Comfortable with ambiguity and able to change direction quickly when required by client or project needs.

If you’re interested in this opportunity, please don’t hesitate to apply! We are looking to fill this position as soon as possible. If you have any questions or need further information, feel free to reach out at [email protected]. We look forward to hearing from you!