About the Role

Caribou is looking for a Senior Product Manager to help drive the vision and strategy for the next generation of our contact center. This role requires a solid understanding of the contact center landscape including contact center as a service providers, omni-channel capabilities and trends in customer experience, coupled with strong product management fundamentals and leadership skills. 

As a senior member of the product team, this role will lead the charge on driving the product vision for the customer experience we seek to craft and deliver via multiple contact methods (email, SMS, chat, phone), AI powered tools (virtual agents, chat bots, etc) and our Caribou contact center staff. Your job is to understand all the levers of our business such that you can optimize for both cost, conversion, NPS and contribution margin so that as we scale our business, we are as efficient as we can be in how we balance digitally powered low / no touch contact methods with high touch agent experiences. 

In this role, you will:

• Develop and execute the product strategy for Caribou’s contact center capabilities (including digital customer engagement), aligning with Caribou’s overall business objectives and growth targets.
• Deeply understand all the input / output across the contact center in order to partner with stakeholders to define / refine metrics to measure the effectiveness, cost and conversion rates of Caribou’s contact center operations.
• Drive continuous improvement through data-driven decision-making, analysis, experimentation, and iteration.
• Leverage AI/ML and digital powered contact methods to optimize for cost, efficiency and conversion.
• Lead cross-functional teams including engineering, design, analytics, sales and marketing to deliver innovative and impactful solutions that deliver meaningful value to Caribou’s customers, partners, and employees.
• Conduct competitor analysis, stay abreast of industry trends, regulatory changes, and emerging technologies in the lending and financial services space to inform product strategy and roadmap.Define and prioritize product features and enhancements based on key stakeholder feedback, customer insights, and competitive analysis.
• Assist in the administration and feature development of Five9 and other Product Operations systems.
• Champion a customer-centric approach to product development, ensuring that the needs and preferences of our customers are at the forefront of decision-making.

This role can be based out of Caribou offices in Washington, DC and Denver, CO. Alternatively, this role may work remotely from a state where Caribou operates*

About You

We want to hear from you if you love thinking about how data and seamless customer experiences can transform industries. You have:

• 5 years of experience in product management or other relevant experience
• 4 years of experience in the deployment of contact center services preferably Five9 or other relevant technologies.
• The ability to lead the development of product vision, strategy, roadmaps and manage of the end to end product development lifecycle
• Knowledge and understanding of the contact center landscape, inclusive of multi-channel and AI chat capabilities that can be used to power consumer lending experiences. 
• The ability to drive trade-offs and prioritization of initiatives, capabilities and business cases with a variety of senior stakeholder groups.
• Superb verbal and written communication skills with demonstrated experience engaging and influencing executives and evangelizing to stakeholders

How we will take care of you

Everyone at Caribou is a valued team member. Our compensation and benefits package includes: 

• Competitive compensation: $150-185k
• Equity options
• 401k savings program
• Generous paid time off including: Flexible Time Off (FTO) for all employees and 100% paid parental leave for all parents.
• Robust wellness benefits including company-paid plans for health, dental, vision, mental health, disability and basic life insurance.
• Optional benefits to suit your individual circumstances such as HSAs, FSAs, supplemental life and medical insurance, and pet insurance.
• Up to $1,000 per year for eligible professional development expenses.