The Senior Product Management Senior Manager, Agent Experience helps plan and build tools for customer service teams. These tools help agents and operations teams work faster and provide better service.

You will work with Engineering, Design, Data Science, Customer Operations, and business partners. Together, you will build tools that are easy to use and can grow with the business. You should understand product management, agent work, and how to solve hard business problems.

Responsibilities:

Product Strategy and Vision

• Work with leaders to set the long-term plan for Agent Experience products.
• Find ways to help agents work better, feel supported, and provide quality service.
• Turn company and team goals into clear product results.
• Build business cases and choose work based on customer needs, business value, and company goals.

Learning About Customer Needs

• Talk with agents, team leads, managers, and customers to learn what they need.
• Review work steps, service paths, and results to find ways to improve.
• Use feedback and data to test ideas and make choices.
• Keep up with trends in artificial intelligence (AI) and customer service tools.

Building and Launching Products

• Lead teams as they research, plan, build, launch, and improve products.
• Write clear product needs, user stories, goals, and rules for when work is complete.
• Work with Design to make tools simple, useful, and easy to access.
• Work with Engineering to make sure products can be built, can grow, and stay on schedule.
• Plan product launches and help teams learn and use new tools.

AI and Automation Experience

• Plan and build AI tools that help agents do their work. These may include agent copilots, suggested answers, case summaries, smart routing, and automatic work steps.
• Make sure AI tools improve work while staying clear, trusted, and accurate.
• Use feedback and testing to improve how the AI tools work.

Data and Results

• Set clear goals and measures for agent work, service quality, and team results.
• Track how products work and test changes to make them better.
• Build dashboards and reports that show business results.
• Use data to choose updates and confirm that changes work.

Working with Partners

• Build good working relationships with Operations, Customer Experience, Engineering, Design, Analytics, and leaders.
• Clearly share the product plan, progress, risks, and new ideas.
• Use facts and data to help leaders set company goals.

Qualifications:

Required

• At least 5 years of product management experience.
• 2 Years of leading complex internal platforms, enterprise products or operational tooling.
• Experience with internal systems, business products, or tools used by operations teams.
• Ability to take a product from an idea to launch and then improve it.
• Experience in customer support, a contact center, service operations, or workforce management.
• Ability to use data to make product choices.
• Clear speaking, writing, planning, and partner management skills.
• Experience working on an agile product team.
• Bachelor's degree or equal hands-on experience.

Preferred

• Experience building products that use AI, machine learning, or generative AI.
• Experience with customer relationship management systems, ticketing tools, or customer service platforms.
• Knowledge of agent work measures, operations goals, and service steps.
• Experience testing product ideas and using product data tools.
• Master's degree in business or a related field.