Senior Product Manager (Contact Center) - Lendbuzz

Job Title: Senior Product Manager (Contact Center)
Job Location: Remote
Job Listing URL: https://jobs.lever.co/lendbuzz/5b924b8b-adc3-474d-8ebe-084cca3338dd
Job Description: At Lendbuzz, we believe financial opportunity should be more personalized and fair. We develop innovative technologies that provide underserved and overlooked borrowers with better access to credit. From our employees to our dealers, partners, and borrowers, we’ve built a company and a culture around a resolute belief in the promise and power of diversity. We value independent and critical thinking.

Join Lendbuzz, where we're shaping the future of auto finance with AI. As a Product Manager for Contact Center, you'll be at the forefront of crafting our contract center strategy and technology. You'll enhance self-service options, improve customer interactions, and drive innovation. Your role isn't just about products; it impacts every part of our business, with endless opportunities for growth. Come thrive in our dynamic environment, leading the way in AI and machine learning for auto finance. This position offers the flexibility of being hybrid, allowing work either in our Boston office or remotely, with occasional travel to our Boston office as necessary.
Key Responsibilities:
Craft a contact center vision and strategy that’s aligned with tech and operational leaders
Implement a holistic, scalable contact center solution that maximizes customer experience while increasing efficiency
Explore expanding digital channels such as chat and SMS
Iterate implementation phases to ensure frequent delivery of value to the businessIlluminate critical contact center insights so operational leaders can make data driven decisions
Leverage ML/Predictive modeling teams to optimize outbound performance
Systematize and automate workforce management processes
Partner closely with engineering to drive the creation, planning, prototyping, and development of products and features in support of key product metrics and goals
Foster strong relationships with subject matter experts, analysts, data scientists, and technology teams across Lendbuzz
Own, prioritize and maintain the product backlog
Analyze and articulate insights from data to inform product roadmap decisions and drive alignment across functions and senior leadership
Break down features into detailed stories and acceptance criteria that can be executed by an agile team. Find ways to deliver value incrementally
Effectively communicate to a wide business audience project status and post-launch measurement of progress
Key Requirements:
8+ years of experience in Product Management, Product Ownership, or similar roles working to implement, optimize, or configure Contact Center tooling
Significant experience running inbound and outbound campaigns a must
Strong project management skills, with a keen attention to detail and ability to manage projects of varying sizes and scopes
Passion for product development, data science, and the intersection of software and finance, with additional experience in financial markets or the automotive industry being a plus
Ability to collaborate effectively across functional groups with adaptability and empathyIn-depth knowledge of Scrum, Kanban, or other agile software development methodologies
Proven ability to scope and author comprehensive business and technical product requirements
Demonstrated capability to prioritize and manage multiple complex work streams simultaneously, ensuring efficient and effective project execution
Strong communication skills for providing clear direction and motivating project teams effectively