Principal Product Manager, Support & Contact Center

About GoodLeap:GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $27 billion in financing for sustainable solutions since 2018. GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.
At Goodleap, we're driven by a relentless pursuit of innovation. Our passion lies in exploring the forefront of technology, identifying emerging opportunities, and creating solutions that tackle the challenges of tomorrow. Like a startup, we embrace an entrepreneurial mindset, pushing boundaries to bring our company into new territories and develop revolutionary products.  We are seeking an experienced Principal Product Manager, Support & Contact Center to join our team, where you'll play a pivotal role in shaping the future of our Contact Center operations. We're seeking a visionary leader with a passion for leveraging cutting-edge technology to enhance the customer experience, drive operational efficiency, and fuel revenue growth. If you're a strategic thinker with a strong background in call center operations and a knack for identifying innovative solutions, we want to hear from you! 

Essential Job Duties and Responsibilities

• Collaborate with leadership to develop a strategic vision for the call center technology stack, prioritizing customer experience, operational efficiency, and revenue growth. 
• Manage vendor relationships, cultivating strong partnerships with existing providers and actively exploringnew solutions for seamless integration and optimal performance. 
• Gain stakeholder support across departments, rallying support for the execution of the strategic roadmap. 
• Foster collaborative relationships with Customer Operations and R&D teams to ensure alignment of technology solutions with long-term objectives. 
• Own the technology roadmap for call center systems, including omnichannel communication, IVR, ACD, and other essential tools. 
• Drive automation and process improvement initiatives, identifying opportunities to enhance cost savings, revenue growth, and customer satisfaction. 
• Oversee the entire project lifecycle for new technology solutions, from analysis and procurement to design, testing, implementation, and ongoing enhancement. 
• Write comprehensive documentation, including requirements, recommendations, and technical analyses, to support decision-making and implementation processes. 
• Proactively address application issues, documenting solutions and collaborating with technical teams to implement fixes efficiently. 
• Continuously monitor and analyze the impact of technology solutions, iterating and improving based on data-driven insights and feedback. 

Required Skills, Knowledge, and Abilities

• 7+ years of experience in call center operations or a related technology field, demonstrating a deep understanding of industry best practices and emerging trends. 
• Extensive knowledge of the modern call center technology stack. 
• Proven ability to identify and implement automation initiatives that enhance operational efficiency, streamline processes, and optimize resource allocation. 
• Strong analytical and problem-solving abilities, enabling the evaluation and selection of technology solutions tailored to specific organizational needs and requirements. 
• Track record of developing and executing strategic technology roadmaps that drive measurable business improvements and deliver tangible outcomes. 
• Exceptional communication and interpersonal skills, with a demonstrated ability to collaborate effectively and influence diverse stakeholders across the organization. 
• Proficient in conveying complex technical information to both technical and non-technical audiences, fostering understanding and alignment on key initiatives. 
• Excellent documentation skills, with a talent for creating clear, concise, and well-organized reports and technical documents that facilitate decision-making and implementation processes. 

Additional Information Regarding Job Duties and Job Descriptions:
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