Director Product Management II
Core
Lead product management for Interactive Voice Response, Voice AI, and conversational automation within the Financial Solutions contact-center ecosystem.
Role type
Director, Product Management
Builds
Automated and assisted servicing experiences, modernized contact-center capabilities
Domain
Fintech, Payments, Contact Center Technology
Deliverable
product features
Required skills
Product strategy and roadmap definition, End-to-end product lifecycle management, Team leadership and coaching, Stakeholder coordination (operations, fraud, risk, compliance), Product metrics and KPI establishment, Testing and monitoring framework design
Preferred skills
Cloud contact-center platform experience, Legacy IVR modernization, Omnichannel service, Voice biometrics, Workforce management
Technologies
Interactive Voice Response (IVR), Conversational AI, Natural Language Understanding (NLU), Natural Language Processing (NLP), Generative AI, Large Language Models (LLMs), APIs, System Integrations, Microsoft, Amazon Connect, Genesys Cloud CX, Google Contact Center AI
Responsibilities
Define product vision and strategy, Translate client needs into actionable plans, Manage product lifecycle from opportunity to optimization, Partner with operations to analyze call drivers, Coordinate cross-functional teams for delivery, Establish product objectives and metrics, Lead and develop team members
Seniority
Director, Hands-on IC with team leadership