Sr Manager Product Management

The Senior Manager, Product Management , is focused on the Contact Center Solutions customer and agent experience from conceptualization, requirements gathering, product specification, implementation, review, and release. This role will be responsible for establishing the overall solution vision and omnichannel strategy, evaluating technical options, and ultimately representing customer requirements, connecting multiple delivery teams across the end-to-end Lead to Invoice lifecycle.

• Provide leadership in executing the short- to mid-term strategy for managing Customer Care processes, data, and systems, including product development plans focused on budgeting, scheduling, and functional requirements.
• Ensure alignment across the Customer Care and Service processes, connecting go-to-market goals with Contact Center workflows, implementation, fulfillment, and reporting.
• Collaborate with P&L Owners, Customer Care, Implementation, Finance, Billing, Sales, and other leaders to address customer needs and develop engineering solutions.
• Establish key performance indicators (KPIs) and success metrics to evaluate product performance and ensure business alignment.
• Cultivate strong relationships with internal and external partners, vendors, and stakeholders.
• Contribute to thought leadership in Customer Care and Contact Center functions regarding operational matters.

Qualifications:

• Requires a Bachelor's Degree in a related discipline and 8 years' experience in a related field. The right candidate could also have a different combination such as master's degree and 6 years' experience; a Ph.D and 3 years' of related experience; or 20 years' experience in a related field.
• Minimum 3 years' experience in a management/leadership role.
• Minimum 8 years' experience in Contact Center systems and processes, (ex. Genesys Cloud, Salesforce).
• Executive-level presentation experience, and ability to convey technical concepts to engineer staff and non-technical stakeholders alike.
• Experience with full product lifecycle methodologies, including knowledge of SAFe Agile methodology.
• Working experience in design, development and implementation of product plans.
• Working experience in identifying KPI's and other analytics to measure product value.
• Working experience with leadership presentations.
• Working experience in working with a collaborative, cross-functional team environment.

Preferred:

• Prior experience with Salesforce or Genesys Cloud strongly preferred

USD 129,100.00 - 215,100.00 per year
Compensation:
Compensation includes a base salary of $129,100.00 - $215,100.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.
About Cox Automotive
At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.