Product Strategy Lead
6 days ago
**Job Overview:**
We are seeking a highly skilled Senior Product Manager to lead our Workforce Management (WFM) product strategy at GEICO. As a key member of our team, you will play a critical role in shaping the future of our contact center operations.
Responsibilities:
- Define and articulate the WFM product vision, strategy, and roadmap in alignment with business goals and market opportunities.
- Leverage data insights to drive impactful decisions and product improvements across all WFM functions.
- Develop and implement strategic workforce planning initiatives, including advanced contact forecasting methodologies and tools.
- Spearhead the development of comprehensive agent scorecards and performance metrics, integrating gamification elements to boost engagement and productivity.
- Collaborate closely with cross-functional teams to ensure alignment and drive consensus on key WFM decisions.
- Prioritize features and initiatives based on customer feedback, business impact, and technical feasibility.
Requirements:
- Bachelor's degree required.
- 5+ years of experience in product management, with a track record of delivering successful products in a fast-paced environment.
- Deep understanding of contact center dynamics, workforce management principles, and key metrics, as well as market trends, customer needs, and competitive landscape.
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