Technical Product Manager

Request ID: 37063-1


Rate: 65-70


Technical Product Manager - ServiceNow / Contact Center Platforms


Location: Seattle, WA
Duration: 6 months
GBaMS ReqID: 10409502


Responsibilities and Essential Job Functions Include, but are not limited to, the following :
• Manage product planning and development for contact centers supported by ServiceNow for case management through day-to-day collaboration and decision-making with a cross-functional team, including architects, developers, designers, and business or subject matter representatives.
• Translate customer experience into technical requirements and product solutions.
• Drive technical solutions for large, technically complex features independently.
• Demonstrate technical expertise on end-to-end system architecture.
• Create data flows and functional/technical specifications as needed.
• Define acceptance criteria for product features.
• Document requirements and acceptance criteria per process; provide guidance to others on the working team.
• Collaborate with developers, engineers, and QA to align on feature sizing and delivery planning.
• Ensure development teams have needed information on endpoints, inputs, and outputs.
• Resolve technical blocking issues and coordinate solutions across multiple technical teams.
• Validate features against customer and business goals and acceptance criteria.
• Determine technical feasibility, dependencies, and constraints of features with support from neighboring technology teams as needed.
• Identify technical trade-offs, escalate risks, and manage mitigation in collaboration with neighboring technology teams.
• Communicate effectively with technology and business teams independently.
• ct as a coach/mentor to team members on various technical product manager competencies.
• Work with engineering to define technical solutions for experiment definition.
• Define product performance and effectiveness metrics to measure and benchmark product success.
• Monitor feature performance to identify opportunities for continuous improvement.
• Drive optimization and process improvements between product, design, and development teams.
• Stay abreast of new technology capabilities and leverage knowledge in contributing to product solutions.
• Recommend and plan innovative products and features.
• Collaborate with other product managers to scope and prioritize upcoming projects into the roadmap.
• Manage a cross-team digital product roadmap.
• Build effective relationships with key internal development, product, and design teams.