Senior Product Manager, Contact Center Platform

The Sr. Product Manager, Contact Center Platform leads product development for Voice / Contact Center platform within CS Client Care as well as the related Digital & AI solutions in support of CS Client Care Transformation initiative

• Define product roadmap and requirements based on Client Care servicing lines of business strategy
• Manage, groom, plan and execute a steady product backlog in a very fast-pace, agile environment per critical business objectives
• Establish detailed epics, well-formed features, user stories and acceptance criteria
• Participate in Agile methodologies like sprint planning, daily scrums, product demos, test phases, retrospectives to ensure on time high quality delivery
• Work with UX/CX team to ensure requirements translate to mockups and meet interaction and design requirements for clients
• Solution and collaborate cross-functionally with Technology, Client Care Operations and Client Care lines of business on deployment milestones and delivery
• Review and approve development work completed by the Technology team
• Manage post-release metrics and gather operations teams feedback, insights and enhancements
• Track, measure and report the resulting value & benefit realization
• Communicate delivery progress, dependencies, risks and opportunities across program stakeholders
• Engage with Voice / Call Center technology partner to secure best-in-class advanced Voice solution deployments

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Basic Qualifications:

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications:

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• 12 or more years of experience with a Bachelor’s degree or 9 years of experience with an Advanced degree
• 7 years proven expertise and experience as a Product Owner for Voice / Contact Center platform solutions in servicing organizations
• Ability to translate business requirements into technical solutions and lead credible discussions with technical and non-technical audiences
• Excellent cross-functional collaboration with Technology, Servicing teams, external technology partners and other stakeholders in matrixed environments
• Strong analytical, problem solving, communication and presentation skills
• Proactive and self-motivated approach focused on delivery and results
• Ability to juggle multiple priorities and make things happen in a fast-paced, dynamic environment
• Experience with Jira, Jira Align or other agile tools is preferred
• Certification in Product Management is preferred
• Experience with AI/ML solutioning and automation is desired

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for this position is 152,200.00 to 243,700.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.