Product Manager (Contact Center)
8x8
Cluj-Napoca, Romania
‎în urmă cu 19 ore

Responsibilities

  • Establish and grow a vision and strategic direction for Contact Center Phone experience, ensuring it drives a leading experience
  • Utilize customer feedback from multiple touchpoints across the organization to build a picture of customer behavior, problems and opportunities
  • Talk to customers to understand their pain points and bring this valuable information to internal discussions and prioritization
  • Continually grow your knowledge of competitors’ offerings
  • Develop business requirements and product specifications with user stories
  • Work closely with the Engineering teams to deliver the product to the market
  • Proactivity identify and resolve issues that impair the team’s ability to execute
  • Partner with key stakeholders to define Go to Market plans and roadmaps
  • Drive buy-in for the product vision from both internal and external stakeholders
  • Work across teams to drive the product to market
  • Assess the business impact of the new products and features through product analytics (, Amplitude)
  • Qualifications :

  • Extensive Product Management experience
  • Proven experience in launching products to customers
  • Passionate in delivering a delightful user experience (UX) and interface (UI) through customer insight and data
  • Transform high-level business challenges into a product roadmap and prioritized backlog that everyone can relate to
  • Experience coordinating product development cycles, schedules
  • Strong verbal and written communication skills with demonstrated experience in working with key stakeholders, being able to communicate clearly a product vision and path that engages others
  • Strong analytical skills with the ability to use data and metrics to back up assumptions, recommendations and drive actions
  • Experience in analytics tools such as Google Analytics, Amplitude
  • Ability to work with remote global teams
  • Nice to have :

  • Experience on Contact Center or Unified Communication
  • Understanding of telecom, inbound / outbound voice and advance routing capabilities
  • A strong understanding / experience on the day by day of a customer support organization
  • A BS / MS in Computer Science or equivalent
  • An MBA or 3-5 years related business experience
  • Working at 8x8 :

  • Industry leading, award winning technology and recognised on two Gartner Magic Quadrants
  • Inclusive, supportive and collaborative culture yet with a winning mentality
  • Encouragement and environment to make a difference
  • Fun check out our Instagram posts in the UK, Romania and the US, the smiles are real
  • Deep passion for doing the best for our customers,
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