CCaaS Sr Lead Product Manager (RapidScale)

RapidScale, a Cox Business company, is one of the fastest growing Cloud Managed Service Providers in the industry. The Product Management team is at the forefront of this growth. We have been very successful at wrapping value-added managed services and support around the various SaaS and hardware products that we sell. Our team productizes dozens of new solutions annually while managing and enhancing existing solutions to ensure we continue to delight customers, meet their business requirements, and general positive financial results for RapidScale.
This role will be focused on evolving our managed services and support services with a focus on Amazon Contact Center as a Service (CCaaS) "CCAI" services and Amazon Contact Center Intelligence (CCI).
Job Summary:
The CCaaS Product Manager will be responsible for managing a dynamic CCaaS product mix and will serve as the subject matter expert (SME) for CCaaS throughout RapidScale. This is a highly visible position that needs to work seamlessly with external partners as well as multiple cross function teams within the organization.
The successful candidate will have experience working with managed service partners or service delivery organizations focused on CCaaS products. Preferred candidates will have experience in a product management role specifically focused on services. Strong candidates will also have AIPMM certificates in Product Management or Product Marketing.
Responsibilities

• Product Strategy & Roadmap: Develop and communicate a clear vision and roadmap for CCaaS products, ensuring alignment with market trends, customer feedback, and company goals.
• Market Research: Conduct thorough market analysis to identify Contact Center service opportunities, competitive CCaaS services landscape, and customer requirements. Utilize insights to shape a market penetration strategy focused on picking the right CCaaS partners to ensure we're adding tangible value to customers' call centers.
• Cross-Functional Collaboration: Work closely with Sales, Solution Engineers, and Account Managers to ensure the selling motion for our CCaaS services is efficient. Work with Finance and Billing to ensure cost, pricing and volume forecast models are accurate for CCaaS sales. Collaborate with Development to integrate CCaaS into our RapidScale management portal for customer visibility and control. Partner with Operations to ensure we can implement, manage and support CCaaS. Work with Marketing to develop CCaaS collateral, website content, press releases and social media content to promote our CCaaS services.
• Service Packaging: Determine the most optimal way to package our managed services for CCaaS with various CCaaS solutions. This packaging is focused on the most efficient selling motion to ensure we meet volume and financial projections.
• Customer Engagement: Engage with customers to gather feedback and insights, conducting user interviews, surveys, and usability testing to refine product features and enhancements.
• Feature Definition: Define product requirements and prioritize service enhancements features based on customer needs, business impact, and technical feasibility. Write clear and actionable user stories and acceptance criteria.
• Performance Metrics: Establish key performance indicators (KPIs) to measure product success and drive continuous improvement. Monitor product performance and implement necessary adjustments.
• Go-to-Market Strategy: Collaborate with marketing teams to develop effective go-to-market strategies, product positioning, and promotional campaigns to drive adoption and engagement.
• Industry Trends: Stay informed about industry trends, emerging technologies, and regulatory changes that may impact CCaaS services, and leverage this knowledge to maintain a competitive edge.
• Vendor Relationships: Maintain an excellent working relationship with the stakeholders and partner managers at our various CCaaS vendor organizations. Liaison with our Alliance team to ensure we are moving in lockstep with our CCaaS technology partners on new initiatives and sales motions.

Experience and Qualifications:

• A BA/BS with 8+ years of experience working in a Product Management capacity for a service delivery organization (IT services, MSP, etc.)
  • OR a MS and 6+ years of experience,
  • OR a Ph.D. and 3+ years of experience,
  • OR 12+ years of experience in a related field without a degree.

• Experience working with all aspects of AIPMM Product Management Lifecycle (PDLC).
• Very comfortable with using Excel to model volume forecasts, pricing models, cost models, and other data analysis necessary to driving the CCaaS business.
• Solid understanding of KPIs, financial drivers, margin models; be able to communicate these in an effective way to internal business stakeholders.
• Proficient with negotiation and communication strategies necessary to drive internal and external alignment with stakeholders in the productization process.
• Expert in CCaaS best practices and in managing a call center or contact center platform designed to deliver effective customer service.
• Proficient at managing multiple concurrent projects through a defined process.
• Experience in Product Management - specifically around productizing IT service solutions for end customers and/or channel.
• Experience in working with a managed services provider (MSP).
• Success in working with customers to understand their contact center needs and consultatively matching them to the best CCaaS solution for their needs.
• Complete understanding of the customer service process relative to CCaaS and CCaaS best practices.
• Critical thinking and problem solving are of paramount importance.
• Excellent communication, presentation, writing, and editorial abilities are necessary.
• Excellent organizational and time management skills.
• Experience in working with cooperative team environments, partnering with external stakeholders, and navigating mesh organizational structures to get alignment on productization initiatives.

Duties and Responsibilities: (Essential Duties include but are not limited to):

• Driving all aspects of CCaaS service productization, including but not limited to:
  • Conceptual - market research, identification of addressable markets, volume forecasting, product scoring, competitive analysis, business cases, identify and proactively avoid any possibility of revenue cannibalization with other similar CCaaS offers
  • Planning - contract negotiation, cost and price modeling, service packaging for easy sales motion, service requirements documentation
  • Development - evaluating reference architectures, creating responsibility matrices and Statement of Work (SOW) language that defines offer, creating quoting guides and service descriptions, driving inbound sales demand via creation of sales and marketing collateral
  • Product Release Readiness - coordinating Ops and Sales training, creating Sales training deck material, coordinating with Development to ensure we can automate billing and extend CCaaS product visibility to our portal
  • Launch - Sales training delivery, finalize and publish collateral, work with Marketing on press releases and social media outcomes
  • Maintain - monitor sales progress, resolve selling issues, serve as SME for CCaaS, enhance offer with promotions and new service features
  • Decomission - communicate effective decommission of legacy CCaaS offers, executive product decommission process, perform analysis of customer base, identify replacement products and communication strategy required to compel customers to migrate as desired

Working Environment:

• Very fast paced environment with a focus on teamwork and driving alignment across multiple parts of the business for complex productization and product releases.
• You will be the quarterback for our CCaaS business and will drive growth and evolution of our CCaaS services.

USD 117,300.00 - 195,500.00 per year
Compensation:
Compensation includes a base salary of $117,300.00 - $195,500.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.
Application Deadline: 10/06/2024
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