Senior Product Manager, Customer Experience Technology
Core
Strategic partner to the Global CX Business Unit, defining the roadmap for self-service, agent tools, and omnichannel support to enable technology for millions of customer interactions.
Role type
Senior Product Manager (Customer Experience Technology)
Builds
Scalable, resilient CX platforms and tools for B2C consumer electronics
Domain
Consumer Electronics / Customer Service Technology
Deliverable
product features
Required skills
Strategic leadership, operational DNA of support centers, ecosystem modernization, B2C scale experience
Preferred skills
Platform expertise (Zendesk, Salesforce, ServiceNow), AI & automation implementation, Agile certification, Consumer Electronics support experience
Technologies
Zendesk, Salesforce Service Cloud, Oracle Service, ServiceNow, AI, chatbots, knowledge management systems
Responsibilities
Define 3-5 year roadmap for B2C Service technology, bridge gap between technology and contact center floor, own and prioritize capability roadmap, define and track business value (CSAT, NPS, Operational Efficiency), act as primary advisor to Head of Global CX, collaborate with Technology Lead
Seniority
Senior, hands-on IC
