Senior Manager - Business Product Management

Function Description

Develops strategic roadmap for products and services throughout the offering life cycle. Positions the organization in the market enabling competitiveness and return on investment. Provides focus on market, competitive products and features that meet customers’ needs.

Job Track Description

• Achieves goals through individual contribution and cross-functional collaboration rather than direct management of employees.

• No direct reports; accountable for end-to-end ownership of assigned products and vendor relationships.

• Requires comprehensive technical and industry knowledge in CX technology, vendor management, and contact center operations.

• Accountable for product, vendor, and commercial outcomes within assigned portfolio scope.

• Works through influence with IT, Operations, Finance, Procurement, Legal, Sales, Training, and Transformation partners.

Responsibility Statements

• Owns the end-to-end product ownership and vendor relationship for one or more assigned CX technology products.

• Defines and maintains the internal product roadmap, translating operational needs, client input, and market signals into prioritized requirements.

• Manages day-to-day vendor performance, governance routines, and escalations to ensure SLAs, contractual obligations, and roadmap commitments are met.

• Builds and maintains sales enablement assets (playbooks, demo scripts, ROI calculators) and serves as the primary product SME for Sales and Solutioning.

• Drives operational adoption across delivery teams in partnership with Operations, Training, and Transformation, and monitors adoption and usage metrics.

• Validates vendor invoices, license entitlements, and usage against contracts, and partners with Finance on forecasting and spend transparency.

• Supports evaluation of new vendors and capabilities through RFIs, demos, pilots, and structured recommendations to leadership.

• Ensures vendor solutions comply with security, data privacy, and regulatory requirements, and escalates risks to vendor performance, stability, or scalability.

• Tracks and reports value realization metrics (ROI, cost savings, productivity, CX outcomes) for assigned products.

Required Qualifications

• 5+ years of combined experience across product management, vendor management, CX technology, or contact center operations.

• Demonstrated experience owning a product, capability, or platform end-to-end, including roadmap, adoption, and commercial enablement.

• Experience managing third-party vendors and cross-functional stakeholders.

• Experience partnering with IT, Finance, Procurement, Legal, Sales, and Operations in matrixed environments.

• Familiarity with CX technologies and contact center platforms (CCaaS, QM, WFM, agent assist, automation, analytics).

• Strong financial and business acumen, including comfort with license models, pricing structures, and ROI analysis.

• Strong written and verbal communication skills, with the ability to translate between technical, operational, and commercial audiences.

• Demonstrated ability to build enablement content, training materials, and structured documentation.

Preferred Qualifications

• Experience with Genesys (Conduent's preferred CCaaS platform).

• Experience with AI-enabled CX capabilities such as automated quality management, agent assist, real-time translation, training simulation, or conversational AI.

• Prior experience in a BPO, CX outsourcing, or multi-client delivery environment.

• Experience with sales enablement, product marketing, or pre-sales solutioning.

• Familiarity with COPC, Six Sigma, or other CX operational standards and methodologies.