Product Manager Agent Experience
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Job Location:
Boca Raton, FL - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Summary of Responsibilities
- Own measurable outcomes for the agent and customer experience by proactively identifying opportunities to move key business metrics across the end-to-end journey.
- Define success metrics and demonstrate strong data fluency partnering on instrumentation interpreting results and translating insights into product decisions.
- Partner with engineering and design to deeply understand problems explore solution optionsandinnovationopportunitiesandvalidateideas through discovery before committing to delivery.
- Serve as the accountable Product Owner for an Agile team ensuring backlog health clear priorities and that stories and acceptance criteria remain anchored to outcomes and measurable success.
- Apply strong value-versus-effort judgment to incoming requests and initiatives making clear data-informed prioritization sequencing and tradeoff recommendations
- Develop a deep understanding of the CX and agent technology ecosystem to ensure thatcapabilitieslive in the right place todriveaseamless efficient experience avoiding point solutions.
- Drive product strategy balancing near-term impact with long-term evolution and scale
- Collaborate with vendors including NICE and Salesforce partners to evaluate capabilities manage integrations influence platform roadmaps where possible and ensure we are maximizing value.
- Facilitate cross-functional feature discussions with engineering operations legal finance and compliance to ensure feasibility alignment and successful delivery.
- Contribute to annual and quarterly planning ensuring planned work supports company objectives and operational goals.
Qualifications
- 5 years of experience in product management or a related field
Experience/Other Requirements
- Strong ability to independently deliver and make decisions with decreasing need for guidance.
- Proven experience in stakeholder management and cross-functional collaboration.
- Excellent communication and documentation skills (e.g. requirements documents business cases).
- Ability to balance customer needs business priorities and technical feasibility.
- Familiarity with Agile methodologies and experience as a Product Owner is a plus.
- Strong analytical mindset and ability to leverage business data in decision-making.
- Ability to work independently and as part of a team; participate in determining objectives of assignment; plan schedule and arrange activities to accomplish objectives.
- Proficient at preparing the following documents: Scope Documents User Stories Use Cases Functional Specification Process Flow Diagrams Gap Analysis.
- Proven ability to collaborate with internal/external technical peers and business partners.
- Advanced proficiency in MS Office (Word PowerPoint Excel Visio).
Education
- Bachelors degree or equivalent experience
Required Experience:
IC
Key Skills
- Time Management
- Data Analytics
- Analytical
- Agile
- Requirement Gathering
- Strategic thinking
- Visio
- Communication
- Problem Solving
- Market Research
- UML
- Cross Functional Teams
About Company
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