IT Director - Contact Center Product Management

Key Responsibilities

• Develop and execute the product strategy for contact center solutions, ensuring alignment with organizational goals and market demands.
• Manage a cross-functional team to deliver high-quality products and features on time and within budget.
• Analyze market trends and customer feedback to inform product enhancements and innovations.
• Collaborate with IT, operations, and customer service teams to ensure seamless integration of technology and processes.
• Drive the commercialization of contact center products, transforming them from cost centers to profit centers.
• Establish metrics and KPIs to evaluate product performance and customer satisfaction.
• Lead team initiatives focused on improving customer experiences and operational efficiencies through advanced technology solutions.
• Foster a culture of innovation, accountability, and continuous improvement within the product management team.

Qualifications

• Bachelors degree in Computer Science, Business Administration, or a related field; MBA preferred.
• 20+ years of experience in IT and product management, with a strong focus on contact center technologies and customer service.
• Proven track record in developing and launching successful contact center products and solutions.
• Strong understanding of customer engagement strategies, CRM systems, and contact center operations.
• Exceptional leadership skills with the ability to influence and motivate cross-functional teams.
• Excellent analytical and problem-solving abilities, with a strategic mindset.
• Outstanding communication and interpersonal skills, capable of working at all organizational levels.