Technical Product Manager

RESPONSIBILITIES:
Kforce has a client that is seeking a Technical Product Manager in Minneapolis, MN.

Overview:
We are seeking a Technical Product Manager (TPM) to own and evolve contact center and customer servicing platforms for a large, regulated U.S. financial institution. This role drives the technical strategy, roadmap, and execution for platforms supporting high-volume, omnichannel customer interactions across voice, chat, messaging, IVR, and digital self-service.

Operating in an enterprise-scale, highly regulated environment, the TPM partners closely with engineering, operations, compliance, risk, fraud, and business leaders to modernize contact center capabilities while ensuring stability, security, scalability, and regulatory compliance.

Key Responsibilities:
Product Ownership & Strategy:
* Own one or more core contact center platforms or capabilities (e.g., IVR, ACD, CTI, CRM integrations, agent desktop, digital servicing)
* Define and manage a multi-quarter roadmap aligned to customer experience strategy, operational goals, and regulatory commitments
* Balance customer experience improvements with agent efficiency, resiliency, risk management, and technical debt reduction

Technical Product Leadership:
* Translate business, regulatory, and operational needs into clear technical requirements, epics, and features
* Partner with engineering and architecture teams to design secure, scalable solutions across legacy and cloud-based platforms
* Guide API design, data flows, integrations, and vendor connectivity across the contact center ecosystem
* Make prioritization decisions considering performance, availability, data privacy, and regulatory risk

Contact Center Domain Ownership:
* Lead end-to-end servicing capabilities including voice, digital channels, agent desktop tools, CRM and case management integrations, knowledge management, and analytics
* Partner with operations and vendors to deliver reliable, compliant, and scalable servicing solutions

REQUIREMENTS:
* 7+ years of product management or related experience in financial services or regulated enterprise environments, with significant exposure to contact center or customer servicing platforms
* Strong technical acumen with experience working closely with engineering teams in complex, enterprise-scale environments
* Experience operating in highly regulated environments with formal risk and control processes
* Deep understanding of contact center technologies, omnichannel servicing, and high-volume transaction or interaction systems
* Excellent written and verbal communication skills, with the ability to explain complex systems clearly
* Proven ability to influence and align senior stakeholders across business, technology, operations, and risk organizations

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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