Platform Manager
Core
Lead strategy, development, and delivery of enhancements to contact center platforms (Customer Express and Banker Experience Evolution) to improve operational efficiency and customer experience.
Role type
Product Manager (Contact Center Platforms)
Builds
Contact center platforms including Customer Express and Banker Experience Evolution (BEE)
Domain
Financial Services / Contact Center Operations
Deliverable
product features
Required skills
backlog management, roadmap planning, stakeholder collaboration, user acceptance testing, feature definition, cross-team coordination, risk and compliance alignment
Preferred skills
product vision articulation, Lean/Agile mindset, team leadership, SAFe/CSPO/PSPO certification
Technologies
Jira
Responsibilities
Partner with stakeholders to define business requirements; Create and manage features, epics, and user stories in Jira; Own backlog prioritization and roadmap planning; Identify cross-team dependencies; Coordinate with engineering, design, and business teams; Conduct user acceptance and production validation; Deliver product demos and training; Lead technology changes for Risk and Compliance needs
Seniority
Mid-level, hands-on IC
