Director, Product Management

The Director, Product Management influences the strategy, roadmap, and delivery of high value programs associated with the contact center ecosystem. This leader will partner across the business to deliver on key business objectives to include driving step change improvements in the self-service customer experience. This position is responsible for the continued elevation of the customer experience on Cox digital platforms.
Position Responsibilities :

• Owns the strategy, vision, and enhancement/capability roadmap for contact center platforms and ensures successful execution of development with technology partners
• Responsible for achieving business case value associated with feature delivery and ensures effective prioritization to maximize value creation
• Influences and executes on enhancements that enable future strategy in partnership with business teams
• Partners closely and effectively with technology development team to ensure understanding of business objectives and commitments to drive business value are achieved
• Lead cross-functional teams to define intake and effective prioritization processes for platform enhancement and long-term horizons
• Effectively and transparently communicate program status to include roadmap program, successes, opportunities, and ensure clear alignment to vision to build support and alignment across the organization
• Proactively build and maintain relationships across the organization and leverage those relationships to effectively manage and deliver upon customer experience outcomes
• Stays current on industry trends and next generation solutions to continue driving innovation for employees and customers
• Defines and drives continuous process improvements and ensures strategy is strongly grounded in data and metrics systems

Required :

• A bachelor's degree in a related discipline and 10 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 8 years of experience; a Ph.D. and 5 years of experience; or 14 years of experience in a related field
• 5+ years' experience in a management or leadership role
• Demonstrated ability to lead product ideation, discovery and delivery in an Agile environment with a strong focus on collaboration between customers, stakeholders and delivery teams
• Demonstrated ability to manage multiple concurrent objectives, projects or activities that can be impacted by shifting priorities
• Experience in successfully leading platform business delivery teams and programs
• Experience delivering on large scale implementation projects
• Ability to travel up to 20%

Preferred :

• Experience in Contact Center AI (CCAI) or Contact Center as a Service (CCaaS)
• Experience with technology delivery in an agile development lifecycle

USD 142,100.00 - 236,800.00 per year
Compensation:
Compensation includes a base salary of $142,100.00 - $236,800.00. 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.
About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
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