Function Description
Develops strategic roadmap for products and services throughout the offering life cycle. Positions the organization in the market enabling competitiveness and return on investment. Provides focus on market, competitive products and features that meet customers’ needs.
Job Track Description
Achieves goals through individual contribution and cross-functional collaboration rather than direct management of employees.
No direct reports; accountable for end-to-end ownership of assigned products and vendor relationships.
Requires comprehensive technical and industry knowledge in CX technology, vendor management, and contact center operations.
Accountable for product, vendor, and commercial outcomes within assigned portfolio scope.
Works through influence with IT, Operations, Finance, Procurement, Legal, Sales, Training, and Transformation partners.
Responsibility Statements
Owns the end-to-end product ownership and vendor relationship for one or more assigned CX technology products.
Defines and maintains the internal product roadmap, translating operational needs, client input, and market signals into prioritized requirements.
Manages day-to-day vendor performance, governance routines, and escalations to ensure SLAs, contractual obligations, and roadmap commitments are met.
Builds and maintains sales enablement assets (playbooks, demo scripts, ROI calculators) and serves as the primary product SME for Sales and Solutioning.
Drives operational adoption across delivery teams in partnership with Operations, Training, and Transformation, and monitors adoption and usage metrics.
Validates vendor invoices, license entitlements, and usage against contracts, and partners with Finance on forecasting and spend transparency.
Supports evaluation of new vendors and capabilities through RFIs, demos, pilots, and structured recommendations to leadership.
Ensures vendor solutions comply with security, data privacy, and regulatory requirements, and escalates risks to vendor performance, stability, or scalability.
Tracks and reports value realization metrics (ROI, cost savings, productivity, CX outcomes) for assigned products.
Required Qualifications
5+ years of combined experience across product management, vendor management, CX technology, or contact center operations.
Demonstrated experience owning a product, capability, or platform end-to-end, including roadmap, adoption, and commercial enablement.
Experience managing third-party vendors and cross-functional stakeholders.
Experience partnering with IT, Finance, Procurement, Legal, Sales, and Operations in matrixed environments.
Familiarity with CX technologies and contact center platforms (CCaaS, QM, WFM, agent assist, automation, analytics).
Strong financial and business acumen, including comfort with license models, pricing structures, and ROI analysis.
Strong written and verbal communication skills, with the ability to translate between technical, operational, and commercial audiences.
Demonstrated ability to build enablement content, training materials, and structured documentation.
Preferred Qualifications
Experience with Genesys (Conduent's preferred CCaaS platform).
Experience with AI-enabled CX capabilities such as automated quality management, agent assist, real-time translation, training simulation, or conversational AI.
Prior experience in a BPO, CX outsourcing, or multi-client delivery environment.
Experience with sales enablement, product marketing, or pre-sales solutioning.
Familiarity with COPC, Six Sigma, or other CX operational standards and methodologies.
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
About the TeamConduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to [email protected]. You may also click here to access Conduent's ADAAA Accommodation Policy.
Skills Required
- 5+ years of combined experience across product management, vendor management, CX technology, or contact center operations.
- Demonstrated experience owning a product, capability, or platform end-to-end, including roadmap, adoption, and commercial enablement.
- Experience managing third-party vendors and cross-functional stakeholders.
- Experience partnering with IT, Finance, Procurement, Legal, Sales, and Operations in matrixed environments.
- Familiarity with CX technologies and contact center platforms (CCaaS, QM, WFM, agent assist, automation, analytics).
- Strong financial and business acumen, including comfort with license models, pricing structures, and ROI analysis.
- Strong written and verbal communication skills, with the ability to translate between technical, operational, and commercial audiences.
- Demonstrated ability to build enablement content, training materials, and structured documentation.
- Experience with Genesys (preferred).
- Experience with AI-enabled CX capabilities such as automated quality management, agent assist, real-time translation, training simulation, or conversational AI (preferred).
- Prior experience in a BPO, CX outsourcing, or multi-client delivery environment (preferred).
- Experience with sales enablement, product marketing, or pre-sales solutioning (preferred).
- Familiarity with COPC, Six Sigma, or other CX operational standards and methodologies (preferred).
Conduent Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Conduent and has not been reviewed or approved by Conduent.
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Healthcare Strength — Health coverage is broad, with multiple plan options, preventive care at 100%, telemedicine access, behavioral health support, and wellness resources.
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Leave & Time Off Breadth — Paid time off, holidays, sick days, volunteer time, and parental leave are included, offering multiple avenues for rest and personal needs.
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Wellbeing & Lifestyle Benefits — Perks include childcare and commuter benefits, fitness stipends, discount programs, an Employee Assistance Program, and a remote work program that support overall wellbeing.
Conduent Insights
What We Do
Conduent delivers mission-critical services and solutions on behalf of businesses and governments — creating exceptional outcomes for its clients and the millions of people who count on them. Through process, technology and our diverse and dedicated associates, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward. At Conduent, we are one team with one mission. When you join Conduent, you are engaged in creating the future — both our company’s and your own. You’ll have the opportunity to grow and thrive through experiences and formalized learning programs.
