Call Center Technology Product Manager

Job Description

Job Description

Company Description

Ent Credit Union and Wings Credit Union joined forces in January 2026. This merger means more opportunities, expanded resources, and a shared commitment to delivering exceptional member service. Together, we become more - empowering members, communities, and teams through a bold, unified future. Both organizations bring a strong legacy of member satisfaction, operational excellence, financial stability, and community impact. Recognized locally and nationally as best-in-class financial institutions and employers of choice, each is known for its commitment to financial well-being and philanthropic leadership. Join us during this transformative time and be part of shaping the future of banking! To learn more about the merger, click here.

The Virtual Operations Technology Manager owns the strategy, vision, roadmap, performance, and continuous improvement of Wings member-facing voice and chat technology ecosystem, including Glia GVA, Glia Chat, Illuma Shield, and Creovai Capacity. The role partners with line-of-business leaders and technology teams to translate member and employee needs into secure, compliant, AI-enabled solutions. It also guides AI workflows, co-browsing, digital engagement, and the coordination of virtual assistants, agent-assist capabilities, and human support.

• Product Strategy, Roadmap, and Lifecycle Management:
  • Develop and maintain multi-quarter product roadmaps aligned with member experience, retention, operational efficiency, and financial objectives while balancing innovation with security, trust, risk, and regulatory requirements.
  • Lead discovery, prioritization, requirements definition, user-story development, prototyping, testing, piloting, launch, adoption, and ongoing optimization.
• AI, Automation, and Member Experience Design:
  • Design how GVA, Glia CoPilot, automation, and human representatives work together across the member journey.
  • Establish controls and measures for understanding, accuracy, containment, deflection, and escalation.
  • Gather feedback from members, frontline employees, and business leaders; convert pain points into prioritized enhancements; and validate that outcomes improve usability and deliver measurable value.
• Platform Performance, Reporting, and Optimization: Monitor and report system, queue, agent, and member-experience performance; create recurring and ad hoc reporting; identify trends, root causes, and opportunities for improvement.
• Requirements, Governance, and Operational Readiness:
  • Translate business needs into clear product requirements and acceptance criteria, manage intake and prioritization, coordinate approvals, maintain release documentation, and communicate changes to impacted teams.
  • Coordinate testing, training, communications, procedures, support ownership, launch readiness, post-launch monitoring, and issue resolution.
  • Maintain product documentation, decisions, roadmaps, standard operating procedures, release notes, and support materials.
• Cross-Functional, Vendor, and Stakeholder Leadership:
  • Coordinate business, technology, data, infrastructure, telephony, application support, quality assurance, marketing, project management, risk, legal, and compliance partners to deliver approved solutions.
  • Serve as a primary business contact and subject-matter expert for Glia-related products, facilitate vendor reviews and escalations, and keep leaders informed of risks, dependencies, decisions, and results.

• Bachelor's Degree in business, technology, product management, information systems, or a related field, or an equivalent combination of education and relevant experience,  preferred
• 7+ years 'experience in product management, product ownership, business analysis, contact center technology, digital service, or a related discipline, required

Technical or Specialized Knowledge/Skills:

• Demonstrated experience managing a product or platform through discovery, requirements, testing, implementation, adoption, and continuous improvement.
• Experience using data and member or customer feedback to prioritize work and measure business outcomes.
• Strong written and verbal communication skills, including the ability to explain technical concepts to business audiences and business needs to technical audiences.
• Ability to lead cross-functional work without direct authority, manage competing priorities, and drive decisions to completion.
• Experience with Glia or comparable CCaaS, conversational AI, digital engagement, chat, voice biometrics, quality management, or workforce-support platforms, preferred.
• Experience in a bank, credit union, fintech, or other regulated environment, preferred.
• Working knowledge of Agile product practices, backlog management, user stories, acceptance criteria, release planning, and change management, preferred.
• Familiarity with contact center measures such as containment, understanding, average handle time, abandonment, service level, first-contact resolution, quality, and member satisfaction, preferred.
• Experience with vendor management, business cases, return-on-investment analysis, and executive-level reporting, preferred.

PAY RANGE: $130,000 to $152,000 Annually (I17), plus 15% annual target bonus.
Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, location and internal pay equity.

• Generous 401(k) match
• 401k Discretionary Profit Sharing
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term and Long Term Disability
• Health Savings Account with company contribution
• Employee Assistance Program
• Paid Vacation, Sick, Floating Holidays and Volunteer Time Off
• Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave

We anticipate this position to close on 09/08/2026. Please submit your application at your earliest convenience to be considered.