Location: Whitehall, OH
Salary: Depends on Experience
Description: Overview We are seeking a highly skilled Product Execution Manager to lead end-to-end execution of key business and technology initiatives. This role is responsible for partnering closely with business customers, gathering and documenting detailed requirements, advising on best practices and standards, evaluating solution options and costs, and ensuring successful delivery from inception through final implementation.
The ideal candidate has strong experience with Genesys Cloud CX, deep exposure to banking industry products, and demonstrated success in Agile environments. This role acts as a trusted expert for business partners, provides strategic guidance, and mentors Business Analysts while developing expert-level knowledge in Treasury and Commercial Contact Center processes.
Key Responsibilities - Business Engagement & Requirements Leadership
- Meet directly with business customers to understand objectives, operational needs, and customer-experience goals.
- Document requirements, process flows, user stories, acceptance criteria, and feature definitions accurately.
- Advise stakeholders on best practices, standards, feasibility, risks, and cost considerations.
- Translate business needs into actionable technical requirements.
Product Execution & Delivery Management
- Own assigned initiatives from ideation through completion, ensuring alignment with priorities and timelines.
- Serve as the primary point of contact for project progress, issues, risks, and decisions.
- Communicate proactively with leaders, managers, and stakeholders.
- Collaborate with development, QA, architecture, and operational teams to ensure high-quality delivery.
Genesys Cloud CX & Contact Center Expertise
- Provide expertise for Genesys Cloud CX, including call flows, bot flows/IVA, routing strategies, workforce engagement, speech analytics, and additional modules.
- Partner with technical teams to ensure requirements support optimal CX and operational efficiency.
Agile Practices & Work Management
- Participate in Agile ceremonies and manage features, epics, and user stories.
- Utilize Azure DevOps (ADO) or similar tools to track work and maintain transparency.
- Ensure deliverables meet acceptance criteria and align with product vision.
Strategic Insight & Cross-Functional Enablement
- Serve as a key advisor to business partners regarding technology, processes, and product capabilities.
- Mentor Business Analysts and guide consistent documentation and delivery practices.
- Become an expert in Treasury and Commercial Banking contact center processes, workflows, and products.
Qualifications Required
- 5+ years of experience in product execution, business analysis, or related roles.
- Experience gathering and managing business and technical requirements.
- Hands-on experience with Genesys Cloud CX including call flows and bot flows.
- Strong Agile methodology knowledge including writing and managing features.
- Experience with ADO or similar Agile management platforms.
- Strong communication, facilitation, organization, and stakeholder management skills.
Preferred - Experience in the banking industry, especially Treasury or Commercial products.
- Knowledge of contact center operations, KPIs, and optimization strategies.
- Familiarity with customer journey mapping and CX improvement methodologies.
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