Contact Center Product Manager (Remote)

Job Description

JOB SUMMARY:

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.

ESSENTIAL FUNCTIONS:

• 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.
  
  

QUALIFICATIONS:

• BS/BA required, ideally in technical or quantitative discipline. Equivalent Experience Minimum Experience (if preferred but not required, list as such):
• 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
  
  

KNOWLEDGE, SKILLS, & ABILITIES:

• Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.
• Strong time management and organizational skills
• Ability to maintain reliable and consistent attendance
• Capacity to be punctual and meet deadlines
• Ability to collaborate effectively with colleagues and work as part of a team
• Demonstrated professionalism in all interactions and tasks.
• The Product Manager is responsible for shaping and executing contact center strategies that enhance customer experience and support company objectives.
• This role operates across global offices environments, collaborating with cross-functional teams and business partners to ensure product initiatives have a broad organizational impact.
• The scope includes identifying, prioritizing, and defining features that deliver incremental value to customers, while fostering teamwork and alignment with other product teams.
  
  

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
  
  

Our Culture…Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.hollandamerica.com/en_US/our-company/mission-values.html

Holland America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans With Disabilities Act (ADA)

Holland America will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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