Principal Product Manager, Support Experience - New York, United States - GoodLeap

Description

Principal Product Manager, Support Experience

At Goodleap, we're driven by a relentless pursuit of innovation.

Our passion lies in exploring the forefront of technology, identifying emerging opportunities, and creating solutions that tackle the challenges of tomorrow.

Like a startup, we embrace an entrepreneurial mindset, pushing boundaries to bring our company into new territories and develop revolutionary products.

We are seeking an experienced Principal Product Manager, Support Experience to join our team, where you'll play a pivotal role in shaping the future of our Contact Center operations.

We're seeking a visionary leader with a passion for leveraging cutting-edge technology to enhance the customer experience, drive operational efficiency, and fuel revenue growth.

If you're a strategic thinker with a strong background in call center operations and a knack for identifying innovative solutions, we want to hear from you

Essential Job Duties and Responsibilities

Collaborate with leadership to develop a strategic vision for the call center technology stack, prioritizing customer experience, operational efficiency, and revenue growth.

Manage vendor relationships, cultivating strong partnerships with existing providers and actively exploring new solutions for seamless integration and optimal performance.

Gain stakeholder support across departments, rallying support for the execution of the strategic roadmap.
Foster collaborative relationships with Customer Operations and R&D teams to ensure alignment of technology solutions with long-term objectives.
Own the technology roadmap for call center systems, including omnichannel communication, IVR, ACD, and other essential tools.
Drive automation and process improvement initiatives, identifying opportunities to enhance cost savings, revenue growth, and customer satisfaction.

Oversee the entire project lifecycle for new technology solutions, from analysis and procurement to design, testing, implementation, and ongoing enhancement.

Write comprehensive documentation, including requirements, recommendations, and technical analyses, to support decision-making and implementation processes.
Proactively address application issues, documenting solutions and collaborating with technical teams to implement fixes efficiently.
Continuously monitor and analyze the impact of technology solutions, iterating and improving based on data-driven insights and feedback.

Required Skills, Knowledge, and Abilities

7+ years of experience in call center operations or a related technology field, demonstrating a deep understanding of industry best practices and emerging trends.

Extensive knowledge of the modern call center technology stack.
Proven ability to identify and implement automation initiatives that enhance operational efficiency, streamline processes, and optimize resource allocation.

Strong analytical and problem-solving abilities, enabling the evaluation and selection of technology solutions tailored to specific organizational needs and requirements.

Track record of developing and executing strategic technology roadmaps that drive measurable business improvements and deliver tangible outcomes.
Exceptional communication and interpersonal skills, with a demonstrated ability to collaborate effectively and influence diverse stakeholders across the organization.
Proficient in conveying complex technical information to both technical and non-technical audiences, fostering understanding and alignment on key initiatives.

Excellent documentation skills, with a talent for creating clear, concise, and well-organized reports and technical documents that facilitate decision-making and implementation processes.

Compensation:
$170,000 - $230,000 a year

In addition to the above salary, this role may be eligible for a bonus.

Additional Information Regarding Job Duties and Job Descriptions:
Job duties include additional responsibilities as assigned by one's supervisor or other managers related to the position/department.

This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and other skills required for the position.

The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job positions or assign additional job responsibilities, subject to applicable law.

The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

If you are an extraordinary professional who thrives in a collaborative work culture and values a rewarding career, then we want to work with you Apply today

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