Product Manager – Contact Center Experience

Overview

We are looking for an outcome‑driven Product Manager to own and evolve the Contact Center experience for agents and members. This role focuses on simplifying agent workflows, integrating tools, and automating manual processes to reduce call handling time, improve work quality, and increase member satisfaction. You will act as the connective tissue between Contact Center Operations, Technology, BI/Analytics, Reputation Management and other Product teams, turning frontline challenges into scalable, measurable product improvements.

Responsibilities

• Accountable for delivering measurable improvements across the following outcomes:
  • Streamlined Agent Experience – reduce cognitive load and context switching for agents, simplify workflows across systems and tools, improve usability and adoption of contact center tools, map and document data flows between agent‑facing systems (CRM, telephony, ticketing, knowledge base) to identify latenc...