Senior Product Manager (Contact Center Strategy)

Remote / Boston, MAProduct – Product /Full-Time /RemoteAt Lendbuzz, we believe financial opportunity should be more personalized and fair. We develop innovative technologies that provide underserved and overlooked borrowers with better access to credit. From our employees to our dealers, partners, and borrowers, we’ve built a company and a culture around a resolute belief in the promise and power of diversity. We value independent and critical thinking. Lendbuzz is a fintech startup founded in 2015 by MIT alumni using cutting-edge machine learning to revolutionize vehicle financing and change the way deserving borrowers access credit. We are in full scale-up mode with backing from great investors, having recently raised our Series D. We are growing rapidly, and we need your help. Come join us!Join Lendbuzz, where we're shaping the future of auto finance with AI. As a Product Manager for Contact Center Strategy, you'll be at the forefront of crafting our contract center strategy and technology. You'll enhance self-service options, improve customer interactions, and drive innovation. Your role isn't just about products; it impacts every part of our business, with endless opportunities for growth. Come thrive in our dynamic environment, leading the way in AI and machine learning for auto finance. 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 necessaryKey Responsibilities:Craft a contact center vision and strategy that’s aligned with tech and operational leadersOrchestrate a holistic, scalable contact center solution that maximizes customer experience while increasing efficiencyCreate a digital-first strategy shifting call volume intelligently towards digital channels for maximum impact and ROIAlign with leadership on key business metrics for collections and customer careOptimize outbound campaigns leveraging ML/Predictive modeling to improve right party contacts rates as well as payment outcomesCollaborate with operations teams on supporting workforce management systemsPartner closely with engineering to drive the creation, planning, prototyping, and development of products and features in support of key product metrics and goalsFoster strong relationships with subject matter experts, analysts, data scientists, and technology teams across LendbuzzOwn, prioritize and maintain the product backlogAnalyze and articulate insights from data to inform product roadmap decisions and drive alignment across functions and senior leadershipBreak 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 progressKey Requirements:6+ years of experience in Product Management roles5+ years of experience in contact center technologiesProven ability to scope and author comprehensive business and technical product requirements.In-depth knowledge of Scrum, Kanban, or other agile software development methodologiesSignificant experience running inbound and outbound campaigns a mustStrong project management skills, with a keen attention to detail and ability to manage projects of varying sizes and scopesPassion 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.Ability to collaborate effectively across functional groups with adaptability and empathyProven ability to prioritize and manage multiple complex work streams simultaneously, ensuring efficient and effective project execution.Demonstrated capability to prioritize and manage multiple complex work streams simultaneously, ensuring efficient and effective project executionStrong communication skills for providing clear direction and motivating project teams effectively$140,000 - $170,000 a yearWe believe:Diversityis a competitive advantage. We celebrate our differences, and are better when we have a variety of experiences, viewpoints, and backgrounds.Compassionis a strength. We care about our customers and look to build long-term relationships with them.Simplicityis a key feature. We work hard to make our forms and processes as painless and intuitive as possible.Honesty and transparency are non negotiable. We incorporate these traits in all of our interactions.Financial opportunity belongs to everyone. We work every day to improve lives by extending this opportunity.If you believe these things too then we would love to hear from you!Background ChecksAfter an offer is accepted, Lendbuzz conducts a pre-employment background check. Any evaluation of the background check will be subject to an individualized assessment, taking into account the applicant’s or employee’s specific record and the responsibilities and requirements of the particular role.A Note on Recruiting OutreachWe’ve been made aware of individuals falsely claiming to represent Lendbuzz using lookalike email addresses (eg @lendbuzzcareers.com). Please note that all legitimate emails from our team come from @lendbuzz.com. We will never ask for sensitive information or conduct interviews via messaging apps.