Unified Communications and Contact Center Software Product Manager

Description

The product manager role is responsible for planning, defining, and managing the life-cycle of new products and enhancements of small to large product features within the digital solutions portfolio of products and services which consistently align to business leadership objectives and priority.

LOCATION

Corporate Office - Hybrid:

181 South Campus View Drive
West Jordan, UT 84084

SCHEDULE

Full Time

To be effective, an individual must be able to perform each job duty successfully.

Experienced in agile methodologies and actively involved in writing, prioritizing & refining user stories
Contributes new concepts, methods, technologies, requirements and go to market strategies for new & existing products.
Works with various teams to create functional specifications, copy and/or mockups, prototypes and training materials that support successful launch of new products and enhancements.
Is passionate about, has a strong understanding of, and is experienced with Unified Communications and Contact Center technology products.
Possesses and maintains an understanding of the product and features, making collaborative decisions about what we will and will not build into a product throughout its lifecycle.
Distills product trends from feedback, analytics, and strategic goals
Owns individual small to medium sized products from idea, development, testing, launch, product maintenance and sunsetting.
Ensures that product(s) aligns with and meets the business needs, market needs and identified KPI’s.
Analyzes data, product, user and member behaviors and their trends to identify opportunities for product enhancements
Scopes, prioritizes and sizes initiatives in a manner that drives incremental value.
Acts as an advocate for the target users, makes decisions and writes requirements that are in the best interest of the target users.
Collaboratively curates new ideas and creates an environment for ideas to grow and develop across the organization and incorporates all viable ideas into an active product roadmap.
Drive and co-ordinate product launches to create required collateral and training
Collaborates with business stakeholders, end users and vendors on any aspect of product management as needed to ensure successful delivery of product.
Strong working relationship with key partners & 3rd party organizations including meaningful contribution in vendor contract renewals.
Presents and receives approval from product leadership and MACU’s Sr. Leadership team for new product/feature ideas, including feasibility and business cases.
Ensures transparency and communication of upcoming changes to the roadmap across all key stakeholders.
Assists management in preparing product metrics & performance to be presented to senior leadership.
Maintains and completes new research to understand competitive and market landscape and how these factors will shape future of products.
Performs other duties as assigned

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

Software Product Management (2+years):
- A minimum of two years of successful product management experience, preferably in Unified Communications and Contact Center solutions.
- Direct experience in understanding consumer needs and translating them into successful product features and enhancements.
Unified Communications (UC) and Contact Center Technology Experience (2+ years):
- Proven experience managing and optimizing UC and Contact Center solutions.
- Hands-on experience with leading UC and Contact Center platforms, with a preference for experience with RingCentral or NICE.
- Experience in deploying and managing cloud-based communication solutions.
- Experience partnering with engineers to troubleshoot and resolve technical issues within UC and Contact Center systems.
Experience with Product Delivery and Management Skills:
- Understanding and working knowledge of product and life-cycle management disciplines, techniques, practices and methodologies.
- Demonstrated ability to effectively deliver and manage small to medium products throughout their lifecycle.
- Experienced in planning, executing, and evaluating product strategies to meet business goals and user satisfaction.
- Experience in leading cross-functional teams. Experiencing engaging with stakeholders to understand and represent business needs.
- Proven ability to innovate, improve products, service or process and identifying and solving problems.

Education

Bachelor’s degree or additional four years of professional experience.

Licenses, Certifications, Registrations

Scrum Product Owner certification preferred

Managerial Responsibility

Has no supervisory responsibilities

Computer/Office Equipment Skills

Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
Experience with analytical and reporting software preferred
Demonstrated experience with technology used to support products and services.

Language Skills

Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.

Other Skills and Abilities

Demonstrated ability to create engaging, sticky, interactive solutions, and launching successful products.
Knowledgeable of best practices, trends, and innovation in e-commerce and the consumer interactive world.
Ability to work effectively with a cross functional team.
Strong communication skills
Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines.
Ability to work both autonomously and collaboratively in a fast-paced environment.
Adaptive to change, responds positively to altered circumstances or conditions
Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.
Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies.
Excellent inter-personal skills including the ability to collaborate with ad-hoc teams
Data analytics and data validation skills and proficiency in business data analysis (MS Excel, etc.)
Ability to work independently with general direction from company leadership.
Comfortable working with remote team members across multiple time zones using telecommunications.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach occasionally

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds occasionally

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment