Job description
Join Tenerity as a Product Manager focused on Contact Center Experience and shape how work gets done every day. You will lead product initiatives that elevate agent productivity and member satisfaction across multi-channel support. Own the end-to-end product roadmap, translate business goals into actionable features, and collaborate with cross-functional teams to deliver meaningful, measurable impact in a dynamic BPO environment.
In this role, you will balance customer needs, agent efficiency, and business value by defining features, success metrics, and acceptance criteria. You will partner with operations, engineering, data analytics, design, and quality assurance to ship improvements that drive key performance indicators such as first contact resolution, average handle time, and member satisfaction. The ideal candidate thrives in a fast-paced environment, embraces an agile mindset, and uses data to inform prioritization and roadmapping. If you are passionate about customer experience, omnichannel strategy, and enabling agents to deliver exceptional service, this is your opportunity to lead a critical product area at Tenerity.
Responsibility
- Own the product roadmap and backlog for the Contact Center Experience portfolio, prioritizing features that improve agent productivity and member satisfaction.
- Collaborate with CX, Operations, Engineering, Data Science, and Design to define, measure, and deliver high-impact initiatives across multiple channels (voice, chat, email, self-service).
- Translate business goals into clear user stories, acceptance criteria, and success metrics; track progress with transparent dashboards.
- Lead requirement gathering, prioritization, and stakeholder alignment to ensure timely delivery and adoption.
- Analyze customer feedback, usage data, and KPIs to inform decisions and pivot when necessary.
- Drive go-to-market strategies, training, and change management to ensure smooth rollout and adoption by agents and managers.
- Partner with analytics to monitor health, quality, and performance; continuously optimize the experience based on data.
- Maintain a strong focus on accessibility, compliance, and security while delivering innovative solutions.
Qualification
- Bachelor’s degree in business, engineering, or a related field; MBA or equivalent experience preferred.
- 5+ years of product management or program leadership experience in contact center, customer service, or BPO environments.
- Proven track record delivering multi-channel customer experience improvements and measurable ROI.
- Strong stakeholder management and communication skills; ability to influence up to executive levels.
- Experience with agile methodologies, product discovery, and backlog prioritization; familiarity with Jira or similar tools.
- Data-driven decision making with analytical skills; SQL proficiency and ability to define and track KPIs.
- Customer-centric mindset with a passion for operational excellence and agent empowerment.