Manager - Assisted Channels
Core
Lead strategy and roadmap for assisted-channel platforms (CRM, agent tools, telephony, messaging, AI) to enhance member and frontline experiences.
Role type
Senior Product Manager (Assisted Channels)
Builds
Connected member and frontline experiences via CRM, agent tools, telephony, messaging, and AI capabilities
Domain
Financial Services / Contact Centre Operations
Deliverable
product features
Required skills
Product management, Contact centre technology (CRM, agent desktops, voice, messaging), Agile delivery, Digital self-service integration, Knowledge management, AI capability delivery, People leadership, Stakeholder management
Preferred skills
Experience in complex digital environments, Understanding of digital self-service and assisted experience synergy
Technologies
CRM, Agent desktop tooling, Telephony, Messaging platforms, AI tools
Responsibilities
Lead vision and strategy for assisted-channel platforms; Partner with stakeholders to co-create experiences; Shape roadmaps aligned to digital-first strategy; Translate business needs into prioritized requirements; Manage product backlogs; Lead and develop high-performing teams; Use data to support prioritization and improve outcomes