IT Product Manager (Customer Experience Platform; Nice CXone)
MarltonNJ Direct Hire Mar 13, 2024
100% REMOTE - Product Manager opportunity! 


Our client, a private mortgage company, is seeking a Product Manager to lead the vision, strategy and roadmap for their Customer Experience Platform (CXone). This is a DIRECT HIRE opportunity and is 100% REMOTE.

The Product Manager is responsible for the development and implementation of the Product strategy. Will work closely with business leadership to identify and recommend desired features and functionality that are value-add, metric driven and contribute to the success of the business. This role will foster effective cross-team collaboration to enable efficient delivery of product enhancements using agile methodologies with the goal of improving the overall customer and team member experiences and efficiencies.

Essential Job Functions:
  • Determines and articulates Minimum Viable Product; that is, identifies those portions of an overall vision that are minimally necessary to achieve business objectives.
  • Creates, maintains, and prioritizes an Agile team’s work backlog by assessing business and customer value.
  • Challenges status quo to find new solutions and drive out of the box ideas.
  • Demonstrated ability to effectively communicate with both technical and business associates.
  • Collaborates with a wider team on project milestones and provides organizational management and stakeholder with relevant updates.
  • Has a proven ability to think strategically (overall product roadmap) while being able to be hands-on (can write detailed product roadmaps).
  • Lead the creation of technical documentation, training material etc. that can aid in adoption of the product.
  • Convert the product requirements into measurable design and engineering deliverables to be executed in an agile/iterative manner.
  • Clearly define KPIs to measure success of different initiatives and track/report on them throughout the lifecycle of the product.
  • Own and drive user acceptance testing to ensure that what goes in front of customers matches up with product vision and requirements.
  • Effectively partner with engineering, design, finance, and legal/compliance to plan and deliver initiatives.
  • Elicits customer feedback pre-, during and post-product build.
  • Collaborates with other Product Owners and Managers to manage inter-team dependencies.
  • Creates effective mechanisms to prioritize initiatives and develop product requirements for different initiatives, working backwards from the business and/or customer.
  • Maintain regular and punctual attendance.
  • Demonstrates ability to prioritize initiatives, foster collaboration between departments and drive initiatives to completion through accountability.

Education and/or Experience:
  • Bachelor’s Degree in a relevant field or equivalent experience in Business Analysis, Product Owner/Management, Programming, etc. Anything relevant in the Product or Tech space.
  • Minimum six (6) years Product Management experience.
  • 5+ years Customer Experience Platform/ Call Center/ Contact Center/ or Telephony software experience (Nice cxONE , Ring Central, Twilio) experience 
  • 5+ years of experience working with call center leadership
  • Previous experience in Mortgage Banking and/or associated lines of business is highly preferred.

Must haves:
  • Must have Workforce Management Knowledge
  • Must have Customer Experience Platform, Telephony, Call Center Software experience
  • Must understand how ChatBots integrate into a Call Center environment
  • Must have experience creating product vision and product roadmaps
  • Must have an innovative approach
  • Must be forward thinking
  • Must be able to see the big picture
  • Must be able to engage and understand the business needs