Overview
On Site
USD 65.00 per hour
Full Time
Skills
Financial Services
User-centered Design
Design Thinking
Product Strategy
Decision-making
Investments
Market Intelligence
IDEA
Marketing
Conflict Resolution
Problem Solving
Analytical Skill
Reporting
KPI
Presentations
Forms
Communication
Clarity
Regulatory Compliance
Policies and Procedures
Strategic Planning
User Experience
Process Engineering
Analytics
Testing
Product Development
Lean Methodology
Portfolio Management
IT Strategy
Experience Design
Roadmaps
Mapping
Competitor Analysis
Research
Product Management
Quality Assurance
Coaching
Quality Management
Performance Management
Program Management
Agile
Business Cases
SAP BASIS
Law
IT Service Management
Innovation
Collaboration
Recruiting
Insurance
Finance
Professional Development
Training
Leadership
CompTIA
Customer Service
Career Counseling
Apex
Oracle Application Express
Job Details
Job#: 2068707
Job Description:
** If you are qualified and interested in applying for this role, please email your resume to Maddie Watt at **
Job title: Product Manager
Industry: Financial Services
Contract term: 6 months - contract to hire
Location: San Antonio, TX or Plano, TX or Phoenix, AZ - hybrid (4 days on site, 1 day remote)
Rate: up to $65/hr.
Job Description:
As a dedicated and dynamic Digital/Technical Product Manager Senior, you will join our Contact Center Technologies team. This role will bridge the gap between our business needs and technological solutions, focusing on enhancing both employee and member satisfaction through innovative product strategies. The ideal candidate will have a strong background in contact center operations, specifically in quality management and/or coaching.
Facilitates the discovery, delivery, and performance of digital and technology products and their experiences for the client and its members. Collaborates with internal stakeholders and partners to tackle complex and challenging problems to optimize the customers' (internal/external) experience with market offerings. Designs and drives implementation of multi-platform technology and digital solutions. Optimizes and improves existing products and experiences across delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). Employs User Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market. Develops the product strategy, vision, and goals and justifies decision-making related to the balance and mix of innovation types and investments.
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, or Phoenix, AZ. Relocation assistance is not available for this position.
What youll do:
Independently leverages Digital or Technology research, business and market intelligence, and data-driven insights to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance.
Translates Digital or Technology product and experience opportunities (customer "needs" and "wants" as well as all other input forms into problems, gaps, etc.) into initiatives (i.e., requirements, epics, features) and drives execution strategy.
Shepherds complex Digital or Technology product and experience opportunities from idea to market validation through collaboration with all relevant stakeholders and SMEs (Business, UX, Technology, Ops, Marketing, etc.).
Leads the development of Business Case artifacts and hypotheses for scoping and prioritization of efforts.
Continuously leverages advanced data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs.
Generates meaningful insights through a variety of tools and resources to uncover areas of opportunity to inform Digital or Technology product and experience improvements.
Leads cross-functional product teams and relationships to discover and build new Digital or Technology products, experiences, and features by collaborating with stakeholders and organizational leaders to coordinate product development efforts aligned with strategic priorities.
Prepares compelling presentations, and other forms of communication standards and templates, to present and communicate complex concepts to a diverse audience, including senior leadership.
Conducts internal and external research and conducts situational analysis to identify and apply industry best practices and trends to increase effectiveness of Digital or Technology products.
Begins to bring in "big picture" thinking and seeks to drive clarity among team and stakeholders.
Maintains and applies advanced knowledge of the Business, Technology, UX, and relevant experiences and processes, and an academic understanding of Product Management.
Serves as a resource to team members and assists with on-boarding new employees.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
What you have:
Bachelor's degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
6 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing.
Proven ability to effectively develop, influence, present and communicate complex concepts to cross-functional teams, non-technical users, and leadership.
Demonstrated ability to work in an Agile, Lean Product Development and Lean Portfolio Management environment.
Knowledge of digital and technology strategy and delivery as it relates to roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.
Knowledge of digital and technology strategy and delivery as it relates to Experience Design concepts and Human Centered Design concepts, roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.
What sets you apart:
2+ years of product management experience working with technology supporting contact centers, specifically focusing on quality management and/or coaching.
Hands-on experience with quality assurance and coaching tools such as Gridspace and NICE Performance Management (or similar quality management or performance management tools).
Strong understanding of contact center operations and technology, with a business-oriented mindset.
Proven ability to communicate effectively with both technical and non-technical stakeholders.
Experience in portfolio and program management, with an agile mindset.
Knowledge of current and emerging technology trends in the contact center industry.
Ability to analyze complex business problems and build comprehensive business cases for product initiatives.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Job Description:
** If you are qualified and interested in applying for this role, please email your resume to Maddie Watt at **
Job title: Product Manager
Industry: Financial Services
Contract term: 6 months - contract to hire
Location: San Antonio, TX or Plano, TX or Phoenix, AZ - hybrid (4 days on site, 1 day remote)
Rate: up to $65/hr.
Job Description:
As a dedicated and dynamic Digital/Technical Product Manager Senior, you will join our Contact Center Technologies team. This role will bridge the gap between our business needs and technological solutions, focusing on enhancing both employee and member satisfaction through innovative product strategies. The ideal candidate will have a strong background in contact center operations, specifically in quality management and/or coaching.
Facilitates the discovery, delivery, and performance of digital and technology products and their experiences for the client and its members. Collaborates with internal stakeholders and partners to tackle complex and challenging problems to optimize the customers' (internal/external) experience with market offerings. Designs and drives implementation of multi-platform technology and digital solutions. Optimizes and improves existing products and experiences across delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). Employs User Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market. Develops the product strategy, vision, and goals and justifies decision-making related to the balance and mix of innovation types and investments.
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, or Phoenix, AZ. Relocation assistance is not available for this position.
What youll do:
Independently leverages Digital or Technology research, business and market intelligence, and data-driven insights to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance.
Translates Digital or Technology product and experience opportunities (customer "needs" and "wants" as well as all other input forms into problems, gaps, etc.) into initiatives (i.e., requirements, epics, features) and drives execution strategy.
Shepherds complex Digital or Technology product and experience opportunities from idea to market validation through collaboration with all relevant stakeholders and SMEs (Business, UX, Technology, Ops, Marketing, etc.).
Leads the development of Business Case artifacts and hypotheses for scoping and prioritization of efforts.
Continuously leverages advanced data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs.
Generates meaningful insights through a variety of tools and resources to uncover areas of opportunity to inform Digital or Technology product and experience improvements.
Leads cross-functional product teams and relationships to discover and build new Digital or Technology products, experiences, and features by collaborating with stakeholders and organizational leaders to coordinate product development efforts aligned with strategic priorities.
Prepares compelling presentations, and other forms of communication standards and templates, to present and communicate complex concepts to a diverse audience, including senior leadership.
Conducts internal and external research and conducts situational analysis to identify and apply industry best practices and trends to increase effectiveness of Digital or Technology products.
Begins to bring in "big picture" thinking and seeks to drive clarity among team and stakeholders.
Maintains and applies advanced knowledge of the Business, Technology, UX, and relevant experiences and processes, and an academic understanding of Product Management.
Serves as a resource to team members and assists with on-boarding new employees.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
What you have:
Bachelor's degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
6 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing.
Proven ability to effectively develop, influence, present and communicate complex concepts to cross-functional teams, non-technical users, and leadership.
Demonstrated ability to work in an Agile, Lean Product Development and Lean Portfolio Management environment.
Knowledge of digital and technology strategy and delivery as it relates to roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.
Knowledge of digital and technology strategy and delivery as it relates to Experience Design concepts and Human Centered Design concepts, roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.
What sets you apart:
2+ years of product management experience working with technology supporting contact centers, specifically focusing on quality management and/or coaching.
Hands-on experience with quality assurance and coaching tools such as Gridspace and NICE Performance Management (or similar quality management or performance management tools).
Strong understanding of contact center operations and technology, with a business-oriented mindset.
Proven ability to communicate effectively with both technical and non-technical stakeholders.
Experience in portfolio and program management, with an agile mindset.
Knowledge of current and emerging technology trends in the contact center industry.
Ability to analyze complex business problems and build comprehensive business cases for product initiatives.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.