Senior Product Manager - Digital Workstream

Product Management Salt Lake City, Utah


Senior Product Manager - Digital Workstream

Location: Salt Lake City, UT

The Digital workstream is responsible for the text-based contacts delivered though the CXone ACD and integration support across the entire CXone suite The Senior Product Manager is responsible for the product/solution planning and execution throughout the product lifecycle from cradle to grave, including gathering and prioritizing solution and customer requirements, defining the solution’s vision, and working closely with engineering, sales, marketing and support to ensure revenue and customer satisfaction goals are met. This position also includes ensuring that the solution supports the company’s overall strategy and goals.

As a Senior Product Manager, a Typical Day Might Include the Following:

  • Own solution/product strategy associated with assigned solutions portfolio.
  • Manage the entire product line life cycle from start to finish; strategic planning to tactical activities.
  • Maintain active product owner role under Scrum methodology.
  • Specify market requirements for current and future products by conducting market research supported by on-going visits to customers and non-customers.
  • Drive a solution set across development teams (primarily R&D, and Product Marketing) through market requirements, product contract, and positioning.
  • Develop and implementing a company-wide go-to-market plan, working with all departments to execute.
  • Manage profit and loss responsibilities for assigned portfolio.
  • Define the solution/product strategy, product backlog and solution /product roadmap and communicate them internally and externally.
  • Understand the corporate and digital workstream initiatives, identify both backend integration points and front-end components in order to deliver a cohesive digital experience across the suite
  • Work with other product managers and UX to represent the need for Digital (text based contacts) to represent the needs of administrators and agents
  • Continuously develop a roadmap for internal and external data and reporting metrics, Digital agent experience, Digital administration experience and unification, and digital integration points across the suite
  • Acting subject matter expert expected to know and understand new features, enhancements, and their impact on the broader portfolio.
  • Day to day, coordination, delivery of projects, and end to end life cycle management related to assigned products.
  • Work with external third parties to assess partnerships and licensing opportunities.
  • Be a subject matter expert with respect to the solutions portfolio.
  • Act as a leader within the company.
  • Possible travel to customer and non-customer sites in North America and Europe (25%).

To Land This Gig You'll Need:

  • Bachelor’s Degree in Computer Science, Information Technology or related field or equivalent work experience required. Advanced degree in Business, Marketing, or Computer Science preferred.
  • 5+ years of product management/marketing experience with formal product management techniques, tools, and principles involved in planning and delivering new software products and services.
  • Demonstrated ability to be a self-starter, work with a heightened sense of urgency and drive a broad Scrum team to strategic conclusions.
  • Demonstrated ability to understand and translate non-technical feature descriptions into structured use cases, requirements, and specifications for technical audiences.
  • Ability to develop positive, healthy, honest, and authentic working relationships, where you employ active listening, and are still able to challenge and question concepts and proposals
  • Ability to influence cross-functional teams without formal authority.
  • Performs other duties, as assigned.
  • Demonstrated ability to be a self-starter, work independently with a heightened sense of urgency and make data-driven decisions.
  • Demonstrated ability to understand and translate non-technical feature descriptions into structured use cases, requirements, and specifications for technical audiences.
  • Excellent oral and written communication skills in English including vocabulary, spelling, composition, and grammar.
  • Ability to read and understanding technical information well enough to convey in original written communications to multiple audiences, including Engineering.
  • Ability to personally interact with technical resources and listen carefully, taking time to understand the points being made, and asking questions where appropriate.
  • Ability to influence cross-functional teams without formal authority.

Bonus Experience:

  • Experience with project management and project communication techniques and tools. This includes alternative ways to inform via written, oral, and visual media.
  • Agile methodology experience.
  • Contact center experience with multi-channel routing and IVR/Self Service.

ABOUT NICE CXone: NICE CXone makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE CXone provides the world’s #1 cloud customer experience platform, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE CXone t is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions. 

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.