Contact Center Product Manager (Remote)

Carnival Corporation•Seattle, WA

2d•Remote

About The Position

The Product Manager position will contribute to Holland America’s success by representing the business in development of the Global Contact Center AI and automation product objectives, success measures, and strategies leading to a great customer and employee experience and helping Holland America meet its goals. They identify, prioritize, and define features which provide customer value through incremental change. They encourage teamwork, collaborate closely with other product teams and strengthen relationships with their IT partners.

Requirements

BS/BA required, ideally in technical or quantitative discipline. Equivalent Experience
5+ years Product Owner or Product Management experience.
5+ years working with and delivering a responsive/adaptive site, mobile web, and mobile applications.
5+ years working in B2C ecommerce environment.
Passion for product: conceiving, designing, building, and shipping it. You should be a product geek.
Understanding of user interface design and user testing best practices.
Highly quantitative. Enjoy analyzing user data. Experience running A/B tests, setting metrics, and iterating based on data.
Ability to communicate, develop relationships with others while influencing and removing blockers.
Engaging and communicative

Responsibilities

Define products, objectives and track roadmap priorities for multiple core guest facing systems across global teams with diverse technology solutions designed to enable service excellence for B2B, B2C and contact center employees.
Work closely with internal teams (leadership, BPO/vendors, web, Siebel, network, BA, telephony, travel) on management and execution of product roadmap.
Manage intake of customer focused opportunity assessments ensuring all are well defined, prioritized and ready for product discovery ensuring all are well defined, prioritized and ready for product discovery.
Work with leadership and teams on company and divisional strategic initiatives, quarterly planning, and sprint planning.
Ensure team is prepared for upcoming sprint(s), unblocked and running at full potential.
Prioritize product enhancements & triage bugs.
Performs other duties as assigned
Adheres to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employee’s control
The role requires strong leadership skills to foster teamwork, build relationships with business partners, and collaborate with other product teams.
The Product Manager leads by example, promoting a culture of innovation, accountability, and continuous improvement.
Leadership responsibilities include guiding cross-functional teams, and ensuring alignment with strategic objectives.
The Product Manager may also be responsible for mentoring junior team members and representing the product function in key business forums.