Senior Product Manager - Agent Experience

Nuance is helping globally known consumer brands redefine how they engage with and provide customer service to millions of consumers. Nuance’s Digital Intelligent Engagement platform enables brands to interact with customers on all major digital channels (e.g., Apple Business Chat, SMS, WhatsApp, Webchat) with virtual and live agents. The Principal Product Manager – Agent and Supervisor Experience will take the lead in defining a differentiated desktop experience that is simultaneously efficient, effective and elegant for the thousands of customer service agents and supervisors that use it on a daily basis. This requires an in-depth understanding of contact center operations, including desired agent and supervisor experiences, high levels of empathy that our users deserve and a desire to bring truly delightful experiences to the enterprise world rivalling that delivered by consumer apps.


Principal duties and responsibilities –

*As a thought leader, drive a multi-year vision and roadmap for Nuance’s agent and supervisor desktop laser-focused on increasing user productivity
*Leverage in-depth understanding of contact center operations to create a  platform that delivers tangible ROI to clients and great experiences for agents
* Conduct market, customer, and competitive research to inform near-term and long-term roadmap
* Lead customer and internal steering meetings to inform and vet the desktop strategy
* Define release goals, features, user stories, and acceptance criteria
* Support the R&D team throughout the Agile software development process
* Actively assist in promoting and selling system to customers, partners, press
* Monitor KPIs of product success and take corrective action as needed
* Be an industry thought leader and up to date on cutting edge user-facing products and technologies in the Service space that can potentially be applied to solve digital customer service use-cases


Knowledge, skills and qualifications – 

Education: Bachelor’s in computer science, engineering, or other relevant degree, MBA desired

Minimum years of work experience: 10 years

Required skills:
* Proven experience product-managing Consumer/Prosumer-facing enterprise products
* Passion for building and integrating consumer-facing enterprise products
* Passion for great design and a focus on the user’s experience first; you know what works, what doesn't, and why
* Ability to build rapport and trust quickly with internal and external stakeholders, including professional services, R&D, sales, and key customers (collaboration & influence)
* Strong technical acumen that enable meaningful discussions with UX and UI engineers as well as enterprise customers
* Proven experience in product management including customer and market/competitor analysis, requirements definition, business strategy, roadmap planning and product delivery.
* Focus on tracking and delivering outcomes (such as customer KPI and internal margins), desire to take ownership of these solutions
* Outcome and objective oriented, self-motivated, and creative problem solver who is able to identify obstacles, validate assumptions, and clearly articulate viable solutions to different levels of the organization
 * Comfort in a rapidly changing business environment that is typical of a fast growing company disrupting the business world
* Creative problem solving, ability to make difficult prioritization decisions
* Self-starter with the ability to work with limited guidance
* Demonstrated ability to translate business requirements into product requirement documentation and work with various levels of business stakeholders to create innovative scalable solutions
* Mastery of the English language with strong communication skills, both oral and written.

Preferred skills:
* Experience with modern Digital customer service platforms, Virtual Assistant, and IVR solutions
* Sound understanding and implementation of Pragmatic Marketing concepts
* Experience in Agile software development methodology

Additional Info

Job Type : Full-Time

Education Level : Bachelors Degree

Experience Level : Mid to Senior Level

Job Function : Engineering

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