CCaaS Sr Lead Product Manager

2 weeks ago


New York, New York, United States Cox Communications Full time
About the Role

Cox Communications is seeking a highly skilled CCaaS Sr Lead Product Manager to join our team. As a key member of our product management team, you will be responsible for driving the growth and evolution of our CCaaS services.

Key Responsibilities
  • Develop and communicate a clear vision and roadmap for CCaaS products, ensuring alignment with market trends, customer feedback, and company goals.
  • Conduct thorough market analysis to identify Contact Center service opportunities, competitive CCaaS services landscape, and customer requirements.
  • Work closely with Sales, Solution Engineers, and Account Managers to ensure the selling motion for our CCaaS services is efficient.
  • Collaborate with Development to integrate CCaaS into our RapidScale management portal for customer visibility and control.
  • Partner with Operations to ensure we can implement, manage, and support CCaaS.
  • Engage with customers to gather feedback and insights, conducting user interviews, surveys, and usability testing to refine product features and enhancements.
  • Define product requirements and prioritize service enhancements features based on customer needs, business impact, and technical feasibility.
  • Establish key performance indicators (KPIs) to measure product success and drive continuous improvement.
Requirements
  • BA/BS with 8+ years of experience working in a Product Management capacity for a service delivery organization (IT services, MSP, etc.)
  • OR a MS and 6+ years of experience
  • OR a Ph.D. and 3+ years of experience
  • OR 12+ years of experience in a related field without a degree
  • Experience working with all aspects of AIPMM Product Management Lifecycle (PDLC)
  • Proficient with negotiation and communication strategies necessary to drive internal and external alignment with stakeholders in the productization process
  • Expert in CCaaS best practices and in managing a call center or contact center platform designed to deliver effective customer service
  • Proficient at managing multiple concurrent projects through a defined process
What We Offer

Cox Communications offers a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.



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