Lead Digital Product Manager

• Review and analyze complex digital strategy for the Workforce Management Product
• Lead product discovery and problem identification sessions with business partners to capture workforce management product needs
• Make decisions in the Workforce Management product strategy for requiring strong understanding of the business, policies, procedures and/or compliance requirements
• Strategically collaborate and consult with peers, colleagues and mid-level to senior managers to resolve issues and achieve goals by ensuring requirements are accurately documented and translated into actionable solutions
• Lead the refinement of product features and enhancements based on business feedback and evolving needs
• Maintain a deep understanding of workforce management structures, processes, and best practices
• Collaborate with product team to drive strategic initiatives and continuous improvement in workforce management capabilities
• Communicate regularly with stakeholders on completed and upcoming deliverables
• Lead the development and execution of complex digital business plans, programs and initiatives which have impact across the enterprise with broad impact
• Act as key participant in large-scale planning
• Review and analyze complex digital strategy for product/functionality/experience area
• Influence digital strategy for the business line requiring in-depth evaluation of multiple factors including intangibles or unprecedented factors
• Make decisions in digital strategy for product/functionality/experience area requiring strong understanding of the business, policies, procedures and/or compliance requirements
• Lead a broad team of digital professionals to meet deliverables and drive new initiatives
• Strategically collaborate and consult with peers, colleagues and mid-level to senior managers to resolve issues and achieve goals
• Potentially lead projects, teams or serve as a peer mentor

5+ years of digital product management experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 5+ years of experience in workforce optimization, product management, or consulting within a contact center, customer experience, or similar environment
• Strong understanding of workforce management structures, needs, functions, and processes
• Demonstrated expertise in workforce management systems, specifically Alvaria and Verint
• Experience in capturing business requirements and translating them into actionable solutions
• Experience with Agile practices and frameworks (e.g., Kanban, Scrum)
• Strong project management skills and the ability to manage multiple priorities in a fast-paced environment
• Demonstrated experience with contact centers and contact center quality, performance, and workforce management programs
• Ability to maintain a customer-focused mentality through the end-to-end delivery strategic process