Product Manager - Agent Experience

Cinch Careers Page- External•Boca Raton, FL

14h

About The Position

Summary of Responsibilities Own measurable outcomes for the agent and customer experience by proactively identifying opportunities to move key business metrics across the end-to-end journey. Define success metrics and demonstrate strong data fluency, partnering on instrumentation, interpreting results, and translating insights into product decisions. Partner with engineering and design to deeply understand problems, explore solution options and innovation opportunities, and validate ideas through discovery before committing to delivery. Serve as the accountable Product Owner for an Agile team, ensuring backlog health, clear priorities, and that stories and acceptance criteria remain anchored to outcomes and measurable success. Apply strong value-versus-effort judgment to incoming requests and initiatives, making clear, data-informed prioritization, sequencing, and tradeoff recommendations Develop a deep understanding of the CX and agent technology ecosystem to ensure that capabilities live in the right place to drive a seamless, efficient experience, avoiding point solutions. Drive product strategy, balancing near-term impact with long-term evolution and scale Collaborate with vendors, including NICE and Salesforce partners, to evaluate capabilities, manage integrations, influence platform roadmaps where possible, and ensure we are maximizing value. Facilitate cross-functional feature discussions with engineering, operations, legal, finance, and compliance to ensure feasibility, alignment, and successful delivery. Contribute to annual and quarterly planning, ensuring planned work supports company objectives and operational goals. Qualifications 5+ years of experience in product management or a related field Experience/Other Requirements Strong ability to independently deliver and make decisions with decreasing need for guidance. Proven experience in stakeholder management and cross-functional collaboration. Excellent communication and documentation skills (e.g., requirements documents, business cases). Ability to balance customer needs, business priorities, and technical feasibility. Familiarity with Agile methodologies and experience as a Product Owner is a plus. Strong analytical mindset and ability to leverage business data in decision-making. Ability to work independently and as part of a team; participate in determining objectives of assignment; plan, schedule, and arrange activities to accomplish objectives. Proficient at preparing the following documents: Scope Documents, User Stories, Use Cases, Functional Specification, Process Flow Diagrams, Gap Analysis. Proven ability to collaborate with internal/external technical peers and business partners. Advanced proficiency in MS Office (Word, PowerPoint, Excel, Visio). Education Bachelor's degree or equivalent experience

Requirements

5+ years of experience in product management or a related field
Strong ability to independently deliver and make decisions with decreasing need for guidance.
Proven experience in stakeholder management and cross-functional collaboration.
Excellent communication and documentation skills (e.g., requirements documents, business cases).
Ability to balance customer needs, business priorities, and technical feasibility.
Strong analytical mindset and ability to leverage business data in decision-making.
Ability to work independently and as part of a team; participate in determining objectives of assignment; plan, schedule, and arrange activities to accomplish objectives.
Proficient at preparing the following documents: Scope Documents, User Stories, Use Cases, Functional Specification, Process Flow Diagrams, Gap Analysis.
Proven ability to collaborate with internal/external technical peers and business partners.
Advanced proficiency in MS Office (Word, PowerPoint, Excel, Visio).
Bachelor's degree or equivalent experience

Nice To Haves

Familiarity with Agile methodologies and experience as a Product Owner is a plus.

Responsibilities

Own measurable outcomes for the agent and customer experience by proactively identifying opportunities to move key business metrics across the end-to-end journey.
Define success metrics and demonstrate strong data fluency, partnering on instrumentation, interpreting results, and translating insights into product decisions.
Partner with engineering and design to deeply understand problems, explore solution options and innovation opportunities, and validate ideas through discovery before committing to delivery.
Serve as the accountable Product Owner for an Agile team, ensuring backlog health, clear priorities, and that stories and acceptance criteria remain anchored to outcomes and measurable success.
Apply strong value-versus-effort judgment to incoming requests and initiatives, making clear, data-informed prioritization, sequencing, and tradeoff recommendations
Develop a deep understanding of the CX and agent technology ecosystem to ensure that capabilities live in the right place to drive a seamless, efficient experience, avoiding point solutions.
Drive product strategy, balancing near-term impact with long-term evolution and scale
Collaborate with vendors, including NICE and Salesforce partners, to evaluate capabilities, manage integrations, influence platform roadmaps where possible, and ensure we are maximizing value.
Facilitate cross-functional feature discussions with engineering, operations, legal, finance, and compliance to ensure feasibility, alignment, and successful delivery.
Contribute to annual and quarterly planning, ensuring planned work supports company objectives and operational goals.