Lead Digital Technical Product Manager

Lead Digital Technical Product Manager

We are seeking a Lead Digital/Technical Product Manager to guide the discovery, delivery, and performance of digital and technology products. This role involves two main focus areas: one centered on ONB Experience Strategy, requiring a strong understanding of digital architecture and user experience, and a second centered on ONB Contact Center MSR Tools, which demands deep knowledge of contact center operations. The ideal candidate will collaborate with stakeholders to solve complex problems and optimize customer experiences across multiple platforms.

Key Responsibilities

• Lead team and stakeholders to envision, define, and translate product opportunities into initiatives and drive execution strategy.
• Understand underlying digital architecture, downstream impacts of experience optimizations, and differences between native and web implementations.
• Develop a deep understanding of contact center operations and Member Service Representative (MSR) experience to deliver value.
• Shepherd complex, integrated, and strategic digital product opportunities from concept to market validation.
• Drive, quantify, and defend product investments through business cases and data-driven hypotheses.
• Leverage research, market intelligence, and data to identify opportunities, create roadmaps, and improve performance.
• Actively manage ambiguity and drive clarity, solutions, and execution plans among teams and stakeholders.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled.

Required Qualifications

Experience:

• Proven Digital/Technology Product Management experience, including strategy, planning, innovation, user experience, and analytics.
• Expertise in understanding digital architecture, experience design, API integrations, and mobile/web development principles.
• Experience in contact center operations, MSR experience, journey mapping, and cross-channel communication strategy.

Technical Skills:

• Comprehensive knowledge of digital products, emerging technology platforms, data analysis, and research techniques.
• Demonstrated ability to develop, influence, and communicate complex technical concepts to diverse audiences, including senior leadership.
• Proficiency with contact center technology is required for the MSR Tools-focused role.

Preferred Qualifications:

• Knowledge of JOIN and authentication flows is a plus.

Compensation & Benefits

The anticipated pay range for this position is $80.00/hour to $95.00/hour. A comprehensive benefits package is available for eligible employees.

Everforth 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. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.