Product Manager

Role: Digital Technical Product Manager

Rate: 78-82/hr W2

Location: Onsite in Plano, TX, San Antonio, TX, or Tampa, FL

Contract Duration: 6+ Months

Leads the strategy, discovery, delivery, and performance of call center and servicing technology products and experiences for our client's customers. Partners cross-functionally to enhance both member and employee (agent) experiences across contact center platforms, channels, and end-to-end servicing journeys.

Develops and executes product strategies and roadmaps that improve service efficiency, reduce friction, and elevate member satisfaction across voice and digital-assisted interactions. Leverages data, customer and agent insights, and operational metrics to identify opportunities and deliver scalable solutions that optimize both experience and business outcomes.


Product Strategy, Discovery & Planning

• Identifies opportunities to improve call center and servicing experiences using customer feedback, agent insights, call analytics, and operational performance data.

• Defines product initiatives that address key servicing objectives, including call volume reduction, first-call resolution, handle time, and agent productivity.

• Develops and maintains product vision, strategy, and roadmaps for call center technologies (e.g., telephony, routing, CRM, agent desktop, IVR, conversational interfaces).

• Applies structured discovery practices (e.g., call listening, agent shadowing, journey mapping, prototype testing) to validate problems and solutions and inform prioritization.

• Integrates relevant industry trends (e.g., AI-driven routing, virtual assistants, intelligent automation) into product planning.

• Experience Ownership (Member & Agent)

• Partners with UX, operations, and engineering to improve end-to-end servicing journeys across voice and digital-assisted channels.

• Identifies and reduces friction points impacting member experience (e.g., transfers, repeat calls, complex navigation).

• Enhances agent experience by streamlining tools, workflows, and interface usability to improve efficiency and service quality.

• Promotes consistency across channels (phone, chat, secure messaging) to deliver a unified and seamless member experience.

Delivery & Execution

• Leads cross-functional teams in delivering enhancements to call center platforms and servicing capabilities using Agile and Lean product development practices.

• Translates servicing needs into clear product requirements (e.g., routing logic, call flows, agent tooling, integrations).

• Ensures solutions are scalable, reliable, and aligned with operational workflows and compliance requirements.

• Coordinates with operations, training, and support teams to enable effective rollout and adoption of new capabilities.

• Performance Management & Optimization

• Defines and manages key performance indicators, including:

• First-call resolution

• Average handle time

• Call deflection

• Customer satisfaction (CSAT)

• Agent efficiency and utilization

• Uses call analytics, speech analytics, and operational data to identify trends, root causes, and improvement opportunities.

• Drives continuous improvement through iterative enhancements and testing (e.g., IVR optimization, routing adjustments, workflow improvements).

• Supports experimentation (e.g., pilots, A/B testing of call flows or scripts) to validate impact and scale effective solutions.

• AI, Automation & Innovation

• Identifies opportunities to enhance servicing through automation and advanced capabilities, including:

• AI-assisted agent tools (e.g., recommendations, summarization)

• Intelligent routing and prioritization

• Conversational interfaces (IVR and chat)

• Partners with technology teams to integrate these capabilities into the servicing ecosystem in a controlled, scalable, and compliant manner.

• Evaluates the impact of automation on member experience, agent effectiveness, and operational performance.

• Cross-Functional Leadership & Communication

• Collaborates with stakeholders across Contact Center Operations, Technology, UX, Risk, Compliance, and Business teams.

• Communicates product vision, roadmap, and performance insights clearly to stakeholders and leadership.

• Facilitates alignment across business goals, operational constraints, and technical solutions.

• Mentors team members and contributes to the advancement of product management practices.

• Risk, Compliance & Governance

• Ensures call center technologies and processes adhere to regulatory, legal, and internal risk requirements.

• Identifies, assesses, and manages risks associated with member interactions, data handling, and servicing processes.

• Balances innovation and experience improvements with appropriate governance and controls in a regulated environment.

Education

• Bachelor's degree; OR 4 years of relevant education and/or experience.

• Experience That Will Support Success

• 6+ years of digital/technology product management experience, including strategy, planning, user experience, process engineering, analytics, and/or research/testing.

• Proven ability to develop, influence, and communicate complex concepts to cross-functional teams, non-technical stakeholders, and senior leadership.

• Experience working in Agile, Lean Product Development, and Lean Portfolio Management environments.

• Working knowledge of digital strategy and delivery, including roadmap development, journey mapping, competitive analysis, and research methodologies.

• Familiarity with experience design and human-centered design principles and their application in digital and servicing environments.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

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.

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