Sr. Product Manager - Contact Center Technology, Experian Consumer Services (remote)

Company Description

We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to Work For. In addition, for the last five years we’ve been name in the top 100 “World’s Most Innovative Companies” by Forbes Magazine.

This position will be supporting the Experian Consumer Services (ECS) - a passionate and innovative team with a mission to provide Financial Power to All™. Our portfolio offers credit education and identity protection solutions to consumers and helps businesses manage the impact of a data breach.

Job Description

Experian’s contact center team is seeking a talented Sr. Product Manager. This role will manage the Experian contact center agent and customer tools. Key areas of responsibility include: gathering and defining product requirements (user stories), working in partnership with internal & external stakeholders, UX/UI designers, technology teams, and guiding projects through the entire software product development lifecycle as a product owner role for agile development teams. This person would be instrumental in leading the team through a technology transformation and platform upgrade. The role requires someone who has extensive experience, is used to operating at a fast pace, is comfortable with change and team/customer feedback, is capable of overseeing several large projects with direction from senior product managers, is detail oriented and a superb communicator, drives for results and has a high standard for quality.

Responsibilities:

• Serve as owner and voice of the user for the contact center agent and customer tools, including ideation and testing, user feedback, requirements, design, prioritization, implementation, process management, and ongoing product improvement
• Contribute to the definition of Contact center technology product strategy and take product initiatives through opportunity assessment and consumer validation
• Leads transformation activities
• Champion product initiatives and business cases to executive management team for prioritization and development; act as a key product expert, evangelist, and advocate for initiatives, programs, and projects
• Collaborate with cross-functional stakeholders to gather, synthesize, and document requirements and define product roadmaps
• Solve issues related to the product and prioritize based on business needs and impacts
• Create and manage product roadmap and backlog
• Collaborate with other Experian Business Units to help define, align, scope, prioritize, implement, launch, learn, and enhance product features to improve user and customer experiences
• Make trade-off decisions between functionality, resources, and schedules, and communicate to stakeholders and Technology effectively in managing change
• Work closely with Technology teams to determine plans for product implementation and deployments with business partners
• Work closely with Project Managers, Engineering, and other Product Managers to manage all stages of the product development lifecycle process to ensure that the specified product, enhancement, or functionality is released on time with quality
• Serve as Product Owner for the assigned product development agile team(s) by managing and prioritizing the backlog in support of the overall Contact Center product roadmap, facilitating grooming and sprint planning, and all other day-to-day tasks that keep our sprints on track
• Ensures all product and related issues raised by operations, call center, and/or partners are resolved in a timely manner, keeping the department appraised of progress
• Set operational standards, processes, and procedures for the ongoing operation of products in conjunction with the relevant operation teams

Qualifications

• Contact Center experience preferred
• Bachelor’s degree or 7+ years of relevant product management experience in the call center, mobile, internet, software, and/or financial services sectors preferred
• Salesforce experience preferred
• NICE experience preferred
• Experience with large scale projects such as replatforming and major technology upgrades
• 7+ years of experience with new product planning and delivery, from concept to feasibility to development and launch
• Experience with key product management functions, including writing requirements/user stories, creating mocks/wireframes, market research, competitive analysis, product planning and reporting
• Excellence in organization, time management, and communication skills
• Experience analyzing problems and data
• Experience in defining and developing products to meet customer requirements from inception to launch
• SCRUM / LSS
• Familiar with Atlassian products

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