Contact Center Product Manager II- Chat
Core
Manage the Chat channel product portfolio including digital chat experiences, chat bots, authentication flows, routing, and digital self-service to drive digital containment and reduce assisted-channel demand.
Role type
Product Manager (Chat Channel)
Builds
Chat products, chat bots, authentication flows, routing logic, and digital self-service capabilities
Domain
Financial Services / Contact Center Technology
Deliverable
product features
Required skills
Product management, financial planning, revenue forecasting, product pricing, KPI analysis, regulatory compliance, stakeholder management, product lifecycle management
Preferred skills
Experience with chat bot optimization, digital containment strategies, marketing program development
Technologies
Chat bots, digital self-service platforms, routing systems
Responsibilities
Own and manage the Chat channel product portfolio; Manage business opportunity intake and enhancement pipeline; Lead new product implementation and modifications; Develop and prioritize chat bot use cases; Analyze chat bot performance and recommend improvements; Track and report Chat channel KPIs; Recommend product pricing and own product financials; Ensure compliance with legal and regulatory requirements; Act as liaison with business partners and technology teams; Coordinate with ECCI for flow design and deployment; Establish marketing objectives and drive product adoption.
Seniority
Mid-Senior Level (5+ years experience)