Senior Product Manager

Summary

Join Lendbuzz, a company committed to personalized and fair financial opportunities, as a Product Manager for Contact Center. You will be responsible for crafting the contact center strategy and technology, enhancing self-service options, improving customer interactions, and driving innovation. This hybrid role allows for flexibility between working in the Boston office and remotely, with occasional travel to Boston. You will leverage AI and machine learning to optimize outbound performance and collaborate with various teams to develop and implement products and features. The position offers significant growth opportunities within a dynamic environment focused on shaping the future of auto finance.

Requirements

• 8+ years of experience in Product Management, Product Ownership, or similar roles working to implement, optimize, or configure Contact Center tooling
• Significant experience running inbound and outbound campaigns a must
• Strong project management skills, with a keen attention to detail and ability to manage projects of varying sizes and scopes
• Ability to collaborate effectively across functional groups with adaptability and empathy
• In-depth knowledge of Scrum, Kanban, or other agile software development methodologies
• Proven ability to scope and author comprehensive business and technical product requirements
• Proven ability to prioritize and manage multiple complex work streams simultaneously, ensuring efficient and effective project execution
• Strong communication skills for providing clear direction and motivating project teams effectively

Responsibilities

• Craft a contact center vision and strategy that’s aligned with tech and operational leaders
• Implement a holistic, scalable contact center solution that maximizes customer experience while increasing efficiency
• Explore expanding digital channels such as chat and SMS
• Iterate implementation phases to ensure frequent delivery of value to the business
• Illuminate critical contact center insights so operational leaders can make data driven decisions
• Leverage ML/Predictive modeling teams to optimize outbound performance
• Systematize and automate workforce management processes
• Partner closely with engineering to drive the creation, planning, prototyping, and development of products and features in support of key product metrics and goals
• Foster strong relationships with subject matter experts, analysts, data scientists, and technology teams across Lendbuzz
• Own, prioritize and maintain the product backlog
• Analyze and articulate insights from data to inform product roadmap decisions and drive alignment across functions and senior leadership
• Break down features into detailed stories and acceptance criteria that can be executed by an agile team. Find ways to deliver value incrementally
• Effectively communicate to a wide business audience project status and post-launch measurement of progress

Preferred Qualifications

Passion for product development, data science, and the intersection of software and finance, with additional experience in financial markets or the automotive industry being a plus

Benefits

This position offers the flexibility of being hybrid, allowing work either in our Boston office or remotely, with occasional travel to our Boston office as necessary