Product Manager 2

**Job Number** 22164972

**Job Category** Sales & Marketing

**Location** CEC Sarnia, Western Sarnia-Lambton Research Park, Sarnia, ONT, Canada

**Schedule** Full-Time

**Located Remotely?** Y

**Relocation?** N

**Position Type** Management


**JOB SUMMARY**

Reporting to the Director, Product Management. The Product Manager II - CEC Contact Center Technology, supports the implementation and development of product roadmaps for designated technology products and services to meet or exceed the needs and expectations of management and associates. He/she ensures high caliber customer satisfaction through the development and execution of technology solutions throughout the globe for Customer Engagement Centers.

Working under the direction of the Director, Product management, this position provides product expertise that supports the technology direction and execution of optimal business solutions supporting the contact center technology platforms. Additionally, this position will coordinate closely with selected vendor partners on the find, build and delivery of designated Contact Center Technologies.

**CANDIDATE PROFILE**

**Education and Experience**
- Understanding of technology and necessary business acumen to act as the voice of the business
- Prior experience in identifying complex business problems and analyzing alternative solutions
- Able to integrate and balance priorities, work activities and resources for the benefit of multiple key stakeholders
- Able to have an enterprise orientation to problems
- Intermediate understanding of product management tools, including MS office
- Experience in estimating and managing budgets
- 4-year degree from an accredited university in from an accredited university in Technology or related major or 4+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance;

**CORE WORK ACTIVITIES**
- Provide product management leadership for Customer Engagement Center technology from strategic planning to tactical activities related to ongoing optimization & continuous improvement.
- Leverage product dashboards to drive a data driven decision-making culture to identify big and small opportunities to improve performance, as well illustrate value for recently launched/optimized features.
- Work closely with Corp IT to define and implement technology solutions best suited to Customer Engagement Center strategy.
- Effectively translate technology & process opportunities into quantifiable results.
- Contribute a high level of specialized knowledge and skill in key program area (CRM, Workforce management, IVR, CTI, Channel routing, etc.) to support business unit and functional objectives
- Manage the product feature cycle from strategic planning to tactical activities
- Document requirements for current and future products and develop the associated business case for new investments.
- Ensure all deliverables meet Marriott standards and enterprise-wide project management standards for system design, implementation and production
- Enable communications for internal executives and constituents for product rollouts, as well as provide escalation support for triaging production issues
- Achieve results against budget within the scope of responsibility
- Support procurement efforts as needed (e.g. new tools, new vendors), write statements of work and manage external vendors
- Benchmark comparable organizations while building deep understanding of our customer profiles/ needs, plus business strategies and needs for growth
- Facilitate strong working relationships with team members and business sponsors to deliver exceptional product solutions
- Respond to, solve and makes decisions on business requests, brand requests and hotel requests. Present solutions, leveraging work in progress

**MANAGEMENT COMPETENCIES**

**Leadership**
- **Adaptability** - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
- **Communication** - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
- **Problem Solving and Decision Making** - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
- **Professional Demeanor** - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

**Managing Execution**
- **Building and Contributing to Teams** - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
- **Driving for Results** - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors t