Sr Manager Product Management

Company

Cox Automotive - USA

Job Family Group

Engineering / Product Development

Job Profile

Sr Manager, Product Management

Management Level

Sr Manager - People Leader

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

Yes, 5% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $129,100.00 - $215,100.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

The Senior Manager, Product Management, is focused on the Contact Center Solutions customer and agent experience from conceptualization, requirements gathering, product specification, implementation, review, and release. This role will be responsible for establishing the overall solution vision and omnichannel strategy, evaluating technical options, and ultimately representing customer requirements, connecting multiple delivery teams across the end-to-end Lead to Invoice lifecycle.

• Provide leadership in executing the short- to mid-term strategy for managing Customer Care processes, data, and systems, including product development plans focused on budgeting, scheduling, and functional requirements.
• Ensure alignment across the Customer Care and Service processes, connecting go-to-market goals with Contact Center workflows, implementation, fulfillment, and reporting.
• Collaborate with P&L Owners, Customer Care, Implementation, Finance, Billing, Sales, and other leaders to address customer needs and develop engineering solutions.
• Establish key performance indicators (KPIs) and success metrics to evaluate product performance and ensure business alignment.
• Cultivate strong relationships with internal and external partners, vendors, and stakeholders.
• Contribute to thought leadership in Customer Care and Contact Center functions regarding operational matters.

Qualifications:

• Requires a Bachelor’s Degree in a related discipline and 8 years' experience in a related field. The right candidate could also have a different combination such as master's degree and 6 years' experience; a Ph.D and 3 years' of related experience; or 20 years' experience in a related field.
• Minimum 3 years’ experience in a management/leadership role.
• Minimum 8 years' experience in Contact Center systems and processes, (ex. Genesys Cloud, Salesforce).
• Executive-level presentation experience, and ability to convey technical concepts to engineer staff and non-technical stakeholders alike.
• Experience with full product lifecycle methodologies, including knowledge of SAFe Agile methodology.
• Working experience in design, development and implementation of product plans.
• Working experience in identifying KPI's and other analytics to measure product value.
• Working experience with leadership presentations.
• Working experience in working with a collaborative, cross-functional team environment.

Preferred:

• Prior experience with Salesforce or Genesys Cloud strongly preferred

Drug Testing

To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life