Director of Product - Contact Center & CX Platforms
Affinity Search Partners
A global industry leader is seeking a Director of Product Management to own the strategy and delivery of its worldwide contact center technology ecosystem. You'll modernize a complex, multi-region platform stack, scale AI-driven automation, and build a high-performing, pod-based product organization.
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What You'll Do
- Define and execute the global product strategy and roadmap for contact center and CX technology, aligned to business outcomes
- Stand up and lead cross-functional product pods spanning product, CX/service design, engineering, QA, architecture, analytics, and delivery
- Own the platform portfolio: Amazon Connect, CRM, CDP, knowledge management, agent workspace, omnichannel communications, and mainframe/legacy integrations
- Drive adoption of conversational AI, virtual agents, intelligent routing, agent assist, and predictive personalization
- Translate Voice of Customer and operational data into prioritized investments that improve both customer and agent experience
- Standardize product management practices, governance, and delivery frameworks globally
What You Bring
- 10+ years in product management with leadership responsibility
- Deep, hands-on experience with contact center platforms (Amazon Connect strongly preferred), CRM, and CDP
- A track record of deploying AI in contact center environments at scale, with measurable results
- Experience building agile pod/squad operating models and leading global, matrixed transformations xhyhwjd
- Strong executive communication, stakeholder management, and data-driven decision-making
- Bachelor's degree in Business, Technology, or Engineering (MBA preferred)
Why This Role
You'll have a global remit, direct influence on the customer experience for millions of customers, and the mandate to build a modern product organization from the ground up. The package includes a competitive base plus bonus and RSUs, full benefits, and a 401(k) with company match.
Vacancy posted 2 days ago
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