Digital Technical Product Manager Lead (Contact Center)

Immediate need for a talented Digital Technical Product Manager Lead (Contact Center) . This is a 06-12+ months contract opportunity with long-term potential and is located in Plano, TX, San Antonio, TX, or Phoenix, AZ (Onsite). Please review the job description below and contact me ASAP if you are interested.

Job ID: 26-17606

Pay Range: $70 - $90/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• Developing and executing communication strategies for the first 90 days of membership, including channel selection (SMS, push notifications, email, Direct Mail, and in-app), messaging sequencing, and content optimization.
• Independently leverages Digital or Technology research, business and market intelligence, and data-driven insights to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance.
• Translates Digital or Technology product and experience opportunities (customer 'needs' and 'wants' as well as all other input forms into problems, gaps, etc.) into initiatives (i.e., requirements, epics, features) and drives execution strategy.
• Shepherds complex Digital or Technology product and experience opportunities from idea to market validation through collaboration with all relevant stakeholders and SMEs (Business, UX, Technology, Ops, Marketing, etc.).
• Leads the development of Business Case artifacts and hypotheses for scoping and prioritization of efforts.
• Continuously leverages advanced data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs.
• Generates meaningful insights through a variety of tools and resources to uncover areas of opportunity to inform Digital or Technology product and experience improvements.
• Leads cross-functional product teams and relationships to the Client and builds new Digital or Technology products, experiences, and features by collaborating with stakeholders and organizational leaders to coordinate product development efforts aligned with strategic priorities.
• Prepares compelling presentations and other forms of communication standards and templates to present and communicate complex concepts to a diverse audience, including senior leadership.
• Conducts internal and external research and conducts situational analysis to identify and apply industry best practices and trends to increase the effectiveness of Digital or Technology products.
• Begins to bring in 'big picture' thinking and seeks to drive clarity among the team and stakeholders.
• Maintains and applies advanced knowledge of the Business, Technology, UX, and relevant experiences and processes, and an academic understanding of Product Management.
• Serves as a resource to team members and assists with onboarding new employees.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Key Requirements and Technology Experience:

• Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing
• Comprehensive knowledge of Technology/Digital products and emerging technology platforms, applications data analysis and research techniques and standards.
• Proven track record to effectively develop, influence, present and communicate highly complex business, digital, or technology concepts to cross-functional teams, non-technical users and senior leadership.
• Experience in contact center operations and MSR experience, experience journey mapping, cross-channel communication strategy, and proficiency with the client’s contact center technology.
• Deep understanding of contact center operations, MSR experience to deliver member value, and member journeys from contact center to digital channels.

Our client is a leading Banking and Financial Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

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