Product Manager

Job Description

OVERVIEW

As a Product Manager, you will be responsible for defining and championing the vision, strategy, roadmap, and success of the engagement routing and contact center product team. You will partner with engineering, design, sales ops, and adjacent product teams to discover and deliver products that are valuable to our agents and customers, viable to operate, and feasible to build.

REPORTS TO

The Product Manager reports to the Sr. Manager, Product Management.

ESSENTIAL DUTIES

The essential duties for this role include, but are not limited to: 

• Deeply understand customer needs: Conduct user research, analyze data, and gather insights to identify and validate customer problems and unmet needs.
• Run product discovery: Partner with Sales ops and contact-center stakeholders to understand agent and operational workflows and turn that into clear problem framing and prioritized outcomes.
• Manage the product roadmap: Own the product vision, roadmap, and outcomes for engagement routing and contact-center capabilities.
• Define product requirements: Work with delivery teams to translate user needs and business requirements into detailed user stories and acceptance criteria. Own the relationship and integration of 3rd party tools related to assigned products.
• AI-fluent product craft: Fluency using AI tools and models in day-to-day product work (research synthesis, specs, prototypes, delivery, and more)
• Understand the business and regulatory environment: Understand the SVG business model, processes, and financial metrics and manage the compliance of products within the regulatory landscape.
• Collaborate with cross-functional delivery teams: Work closely with engineering, design, and other stakeholders to ensure that the product is built, designed, and launched effectively through Agile development processes. 
• Analyze product performance: Track key product metrics, analyze user behavior, and identify areas for improvement.
• Communicate effectively: Engage with engineers, designers, and company leaders in a constructive and collaborative relationship.
• Be a product evangelist: Promote the product internally and externally, and act as a champion for the customer.
• Foster a culture of innovation: The Product Manager understands that consistent innovation is the result of each member of the product team contributing their passion and their ideas and fosters a culture in support of that.
• Perform other duties and responsibilities as assigned. 

BEHAVIORS

The SVG behaviors are listed below:

• Be Aware (Emotional Intelligence)
• Be Open & Honest (Communication)
• Be a Team Player (Teamwork and Collaboration)
• Be Accomplished (Drive for Results)
• Be the Example (Develop Self & Empower People)
• Be Forward Thinking (Strategic Thinking)
• Be a Problem Solver (Continuous Improvement)

Qualifications

• Bachelor’s Degree in Business Administration, Computer Science, Information Systems or related discipline; or relevant work experience.
• 5+ years as a Product Manager, with evidence of owning a platform or operationally critical product.
• Experience with contact center, CCaaS, telephony, or real-time customer engagement products.
• Demonstrated understanding of the techniques and methods of modern product discovery and product delivery.
• Demonstrated ability to figure out solutions to hard problems with many constraints, using sound judgment to assess risks, and to lay out your argument in a well-structured, data-informed, written narrative.
• Proficient in understanding a variety of Agile methodologies.
• Proficient in using AI tools and product management software.
• Strong attention to detail and accuracy with excellent written and verbal skills.

Additional Information

• Competitive compensation Medical, Dental and Vision benefits after a short waiting period
• 401k matching program
• Generous paid time off program with an additional company break during the holidays
• Annual Volunteer Time Off (VTO) and a donation matching program
• Life Insurance Employee Assistance Program (health & well-being on and off the job) Rewards and Recognition
• Maternity and Parental Leave Training program and ongoing support throughout your entire Spring Venture Group career
• Diverse, inclusive & welcoming culture
• Optional enrollment options include HSA/FSA, AD&D, Spousal/Dependent life insurance,  Short Term/Long Term Disability, Travel Assist, and Legal plans

Spring Venture Group is an Equal Opportunity Employer

Spring Venture Group is an Equal Opportunity Employer