Product Manager â Call Center Modernization

Las Vegas - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

The job posting is outdated and position may be filled

Job Summary

Fusion HCR is hiring!
Job Title: Product Manager Call Center Modernization
Location: Las Vegas NV (Onsite)
Employment Type: Full-time Direct Hire

Job Summary
We are seeking a forward-thinking Product Manager to lead the modernization of our clients call center. This individual will transform the call center into a future-ready AI-powered service hub by implementing Microsoft Dynamics integrating APIs across multiple reservation and guest systems and leveraging AI/ML to improve both guest and agent experiences.

Key Responsibilities

Own the roadmap for call center modernization including Microsoft Dynamics implementation and API integration strategy.
Define use cases that enhance agent productivity (unified profiles cross-system booking access guest preferences) and guest experience.
Partner with AI/ML teams and vendors to design and launch intelligent chatbots and knowledge bases for both guest self-service and internal training.
Collaborate with call center operations leadership to define requirements and measure success (AHT NPS/CSAT containment rates cost savings).
Ensure alignment of call center experiences with digital product teams (web mobile and in-person guest journeys).
Support transition planning training and adoption of Dynamics across hotel spa dining casino and nightlife operations.
Drive continuous improvement using analytics feedback loops and automation opportunities.

Qualifications

46 years of product management or digital transformation experience ideally within customer service contact centers or enterprise platforms.
Experience with Microsoft Dynamics Salesforce or similar CRM/contact center platforms.
Knowledge of API integrations and ability to collaborate with engineering for multi-system orchestration.
Familiarity with AI/ML tools for knowledge bases chatbots and NLP.
Strong stakeholder management skills across operations IT and product teams.
Analytical and outcome-oriented with experience defining and tracking service metrics (AHT FCR CSAT).
Excellent communication skills for executive operational and vendor collaboration.

Required Experience:

Own the roadmap for call center modernization including Microsoft Dynamics implementation and API integration strategy.
Define use cases that enhance agent productivity (unified profiles cross-system booking access guest preferences) and guest experience.
Partner with AI/ML teams and vendors to design and launch intelligent chatbots and knowledge bases for both guest self-service and internal training.
Collaborate with call center operations leadership to define requirements and measure success (AHT NPS/CSAT containment rates cost savings).
Ensure alignment of call center experiences with digital product teams (web mobile and in-person guest journeys).
Support transition planning training and adoption of Dynamics across hotel spa dining casino and nightlife operations.
Drive continuous improvement using analytics feedback loops and automation opportunities.

Qualifications

46 years of product management or digital transformation experience ideally within customer service contact centers or enterprise platforms.
Experience with Microsoft Dynamics Salesforce or similar CRM/contact center platforms.
Knowledge of API integrations and ability to collaborate with engineering for multi-system orchestration.
Familiarity with AI/ML tools for knowledge bases chatbots and NLP.
Strong stakeholder management skills across operations IT and product teams.
Analytical and outcome-oriented with experience defining and tracking service metrics (AHT FCR CSAT).
Excellent communication skills for executive operational and vendor collaboration.

Required Experience: