Product Manager – Contact Center Experience

We are looking for an outcome-driven Product Manager to own and evolve the Contact Center experience for agents and members. This role focuses on simplifying agent workflows, integrating tools, and automating manual processes to reduce call handling time, improve work quality, and increase member satisfaction. You will act as the connective tissue between Contact Center Operations, Technology, BI/Analytics, Reputation Management and other Product teams, turning frontline challenges into scalable, measurable product improvements.

Responsibilities

The Product Manager is accountable for delivering measurable improvements across the following outcomes:

• Streamlined Agent Experience
• Reduce cognitive load and context switching for agents
• Simplify workflows across systems and tools
• Improve usability and adoption of contact center tools
• Map and document data flows between agent-facing systems (CRM, telephony, ticketing, knowledge base) to identify latency, redundancy, and integration gaps
• Reduced Call Handling Time
• Identify and eliminate friction in call and ticket flows
• Enable faster access to information and actions
• Drive product changes that shorten Average Handle Time (AHT), increase Average Speed of Answer (ASA) without sacrificing quality
• Tool Integration & Platform Cohesion
• Lead integration of CRM, telephony, ticketing, knowledge bases, and back-office systems
• Document end-to-end data flows across CRM, telephony (e.g., Nice CXOne), ticketing, and back-office systems
• Identify where data handoffs break down and drive remediation through integration improvements or middleware solutions.
• Reduce duplicate data entry and disconnected workflows
• Ensure tools work as a single, cohesive agent experience
• Improved Member Satisfaction
• Enable faster, more accurate resolutions
• Reduce repeat contacts and escalations
• Partner with CX teams to align product changes to member feedback and NPS/CSAT metrics
• Higher Work Quality & Consistency
• Improve accuracy, compliance, and consistency of agent outputs
• Support coaching, quality monitoring, and decision support through bettertooling including AI and ML
• Partner with QA and Compliance to ensure tooling supports audit trails, disposition accuracy, and regulatory requirements.
• Automation of Manual Processing
• Identify high-volume, low-value manual tasks
• Drive automation through workflow tools, rules engines, and AI where appropriate
• Shift agent time from processing to problem-solving and member engagement
• Evaluate and recommend AI and automation opportunities (chatbots, intelligent routing, auto-disposition, RPA) with business cases grounded in volume data and ROI
• Understand where AI/ML can augment agent decision-making vs. fully automate tasks, and build phased implementation roadmaps Reporting & Accountability

This role owns outcome visibility across three levels of the organization:

• Operational Reporting (Frontline & Team Level)
• Weekly performance dashboards tied to product-driven metrics:

▪ Average Handle Time (AHT)

▪ First Contact Resolution (FCR)

▪ After Call Work (ACW)

▪ Tool adoption and workflow utilization

• Identification of friction points and emerging trends
• Experiment results and iteration learnings
• Clear articulation of operational impact from product releases
• Managerial Reporting (Department Leadership)
• Monthly outcome reviews showing:

▪ Productivity gains and cost-to-serve trends

▪ Automation impact and manual work reduction

▪ Quality and compliance improvements

▪ Member satisfaction trends linked to product initiatives

• Roadmap progress tied to measurable business outcomes
• Tradeoff decisions and prioritization rationale
• Executive Reporting (Senior Leadership)
• Quarterly outcome-based reporting focused on:

▪ Efficiency gains and scalability improvements

▪ Member experience improvements (CSAT, NPS, retention signals)

▪ ROI on platform investments and integrations

▪ Strategic automation progress

• Clear narrative connecting product investments to business performance o Forward-looking risks, opportunities, and capability gaps
• This role is expected to move beyond feature reporting and instead demonstrate measurable business and experience outcomes.

Key Responsibilities

• Own the product vision and roadmap for Contact Center tools and experiences
• Translate operational pain points into clearly defined product outcomes and requirements
• Partner closely with Contact Center leaders, agents, and supervisors to understand real-world workflows
• Use data (AHT, CSAT, FCR, QA scores, volume trends) to prioritize and validate product decisions
• Collaborate with Engineering, UX, and Architecture to deliver integrated, scalable solutions
• Lead backlog prioritization with a strong bias toward measurable business and experience outcomes
• Define success metrics and continuously inspect and adapt based on results
• Champion automation and self-service opportunities across agent and member journeys

Qualifications

• 5+ years of Product Management experience, ideally with:
• Contact Center platforms (e.g., CRM, Nice CXOne, Freshdesk or similarcontact center tools)
• Internal-facing or platform products and applications
• Strong understanding of contact center SLAs, service levels, and operational metrics (AHT, ASA, FCR, abandonment rate, CSAT)
• Strong experience working with operations-heavy teams and frontline users
• Proven ability to move from process pain to product outcome and delivered value
• Data-driven mindset with experience using operational and experience metrics
• Comfortable balancing short-term operational wins with long-term platform strategy
• Excellent communication skills and ability to influence without authority

Nice to Have

• Experience with automation, workflow tools, or AI-assisted agent experiences
• Background in customer support, service operations, or CX transformation
• Experience integrating multiple enterprise systems into a unified experience
• Experience with contact center data architecture, reporting pipelines, or BI tooling (e.g., Snowflake, Power BI, Tableau)
• Hands-on experience evaluating or implementing AI solutions in contact center environments (intelligent routing, sentiment analysis, agent assist)

Why This Role Matters

This role directly impacts:

• Agent productivity and satisfaction
• Member experience and loyalty
• Operational efficiency and scalability

You’ll be shaping how work gets done every day and making it better for both agents and members.