The Senior Product Manager for Workforce Engagement Management will be responsible for driving the vision, strategy, and execution of our WEM portfolio. This role requires a deep understanding of quality management, agent performance analytics, workforce management, employee engagement, and contact center operations.
A successful candidate will collaborate with cross-functional teams, including engineering, marketing, sales, and customer support, to deliver innovative solutions that meet market needs and drive business growth.
Location: This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid.
Key Responsibilities:
Product Strategy & Vision:
- Collaborate in the definition and communication of a clear product vision and strategy for the WEM portfolio
- Conduct market research and competitive analysis to identify trends, opportunities, and threats.
- Collaborate in the development and communication of a roadmap that aligns with the company's strategic objectives and market demands.
Product Development:
- Work closely with engineering teams to prioritize and deliver new features and enhancements.
- Work closely with OEM partner teams to prioritize and deliver new integrations and enhancements.
- Manage the product lifecycle from concept to launch, ensuring timely and high-quality releases.
- Gather and analyze customer feedback to drive continuous product improvement.
Stakeholder Collaboration:
- Collaborate with marketing to develop go-to-market strategies, product positioning, and messaging.
- Partner with sales and customer support to understand customer needs and ensure product adoption and satisfaction.
- Communicate product plans, progress, and outcomes to executive leadership and other stakeholders.
Market & Customer Focus:
- Engage with customers, prospects, and industry analysts to gather insights and validate product concepts.
- Stay current with industry trends, best practices, and regulatory requirements impacting the WEM portfolio.
- Act as a subject matter expert and thought leader in WEM both internally and externally.
Qualifications:
Education & Experience:
- Bachelor’s degree in business, Computer Science, Engineering, or a related field.
- 3-4 years in a product management role, although experience in associated departments will be considered
- Proven track record of successfully launching and managing enterprise software products.
Knowledge & Application:
- Strong understanding of workforce management, employee engagement, and contact center operations.
- Proficiency with product management tools and methodologies
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