Senior Product Manager

Job Summary

The Senior Contract Product Manager Voice & Customer Service owns and drives a horizontal product portfolio spanning voice, conversational, and customer service capabilities across digital ecosystem. This role sets vision, defines strategy, and leads delivery of reusable capabilities that multiple product teams build upon.

This is a senior, hands?on contractor role operating with significant autonomy and limited oversight, aligned to broader strategy and accountable for measurable outcomes.

Essential Job Functions

• Own product vision, strategy, and roadmap for enterprise Voice & Customer Service capabilities, balancing near?term delivery with 1 2 year evolution.
• Identify product requirements and future enhancements through deep collaboration across engineering, CX, contact center / operations, data, privacy, legal, and vendor partners.
• Create and communicate roadmaps, aligning stakeholders across the matrix and driving decisions across competing priorities.
• Define and improve key product metrics and success measures (experience quality, containment/deflection, CSAT drivers, operational efficiency, compliance outcomes), using customer feedback, research, and operational data to drive prioritization.
• Develop product plans and deliver experiences to market by partnering with technical and non?technical teams; continuously improve execution and outcomes.
• Model Agile product leadership: maintain a groomed backlog, set MVP criteria, and provide clear prioritization that enables multiple teams to execute efficiently.
• Establish reusable experience standards, platform requirements, and integration patterns so voice/service experiences are consistent across channels. (Adaptation of best?in?class capabilities and product plan scope in base profile.)
• Proactively manage cross?team dependencies and risks; escalate decision points with clear options and tradeoffs.

Key Responsibilities

Required Qualifications

• Bachelor s degree in business, marketing, management, computer science (or equivalent practical experience).
• 7+ years experience in product management (or closely related), including ownership of customer?facing technology products from concept to launch and iteration. (Senior elevation of the base 3+ years requirement.)
• Demonstrated success shipping and scaling customer?facing digital products with measurable outcomes.
• Strong written and verbal communication and stakeholder influence skills; ability to operate independently with extreme attention to detail.
• Proven ability to define success metrics and use data to drive product decisions that improve customer/user experience.
• Experience working effectively with Agile product teams (backlog ownership, prioritization, MVP definition).