Product Manager, Ivr, Contact Center Platforms

3 weeks ago

London, Canada TD Bank Full time

412770BR

Product Management & Development

London, ON

June 29, 2023

Company Overview

Department Overview

The Contact Centre - Customer Platform team is the accountable Product Owner for Contact Centre Channel capabilities. We are charged to build, enable, and sustain legendary experiences for Customers and Colleagues through delivery of leading products and technology. We partner closely with NACO Strategy/Planning and Enterprise Journey/Business teams, and work in Scaled Agile teams to continuously improve our product line.

**Job Description**:
Oversee the end-to-end management of assigned Contact Center Platform products, services and programs including features, benefits and characteristics. Acting as the Voice of Customer, owns the vision, product and features roadmap. Manage a product or function supporting in the achievement of a business strategy. Act as source for innovation led through customer insights and creating a better customer and colleague experience. The role is accountable for business results and product performance, working with technology, design, change management, learning and development, and adoption teams to ensure targets are met. Product Ownership within Contact Center Platform Product Team may include one or more of the following capabilities:

- Agent Desktop/workspace
- Agent Messaging
- IVR (Integrated Voice Response)
- Knowledge Management
- Outbound Dialer
- Voice Telephony & Digital Routing
- Workforce Engagement Management

**JOB DESCRIPTION - **KEY ACCOUNTABILITIES**

**CUSTOMER**
- Acting as the Voice of Customer, owns the vision, product and features roadmap
- Manage pod level risks associated with product, including vendor delivery risks, assumptions, constraints, dependencies, status reporting & change control; effectively partner with program wide risk management
- Develop and maintain a robust understanding of the customer, market, industry and regulatory requirements to deliver product and process innovation to improve the value proposition
- Develop and implement products/policies and procedures in such a way that it enhances the end to end customer experience while achieving business objectives
- Oversee and ensure the clear and effective delivery of products and services to the customer
- Act as Subject Matter Expert for Contact Center product-related inquiries
- May lead business plans leveraging Acquisition and Segments teams to increase new account growth and track P&L impact
- Liaise with partners (e.g. Marketing, Phone Channel, Retail) to understand industry and customer trends; analyze challenges and identify areas of opportunity through customer research, focus groups, and external secondary research; facilitate ideation sessions and build necessary business cases for NPD, identifying solutions and building stronger plans for growth
- Build and maintain effective relationships with sales distribution, key internal stakeholders and/or external partners to ensure that customer needs are considered in strategic decisions and in the development of options, solutions and alternatives
- Lead and facilitate problem solving sessions with partners and vendors
- Design end to end process for development, implementation, use, reporting and feedback on developed products and segments
- Direct and coordinate market research to determine underlying customer needs - input to development process
- Participate in the day to day management of the product(s), identifying and implementing product features and enhancements, providing business case support of recommendations and assisting in the strategic development of new initiatives

**Requirements**:
**SHAREHOLDER**
- Deliver pod/product capabilities on budget; Identify opportunities to reduce program expenses.
- Adhere to enterprise frameworks or methodologies that relate to activities for own business area
- Deliver financial results for the product / product suite via operation of all available ‘levers’: pricing, margin, volume etc., create and deliver business cases to achieve strategic business results (acquisition, retention, customer experience, engagement and market share)
- Conduct ongoing industry and competitive analysis to obtain market insights and ensure Acquisition Teams are kept informed of matters to be competitive and win in the market place
- Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
- Refine product management strategies through detailed analysis of the P&L, ongoing competitive research and review of marketing/risk management tactics
- Ensure effective product policies and processes are established to support business processes align with risk appetite
- Oversee product management deliverables within budget and as per the approved product plan, working with business partners to develop the content of those deliverables
- Champion the development of the annual business plan and the monthly/quarterly forecast process
- Contri

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