Call Center Product ManagerSan Jose, California Requisition Number R0021084-1 Subsidiary eBay
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As the Lead Product Manager, you will own product requirements and design for complex, technical, multi-channel Genesys Contact Routing Platform for eBay Customer Service. You will liaison closely with Architecture, Development, Product Managers and business stakeholders to coordinate, prioritize and communicate on-going status to deliver on business requirements. You will be responsible for translating product roadmap into a manageable product backlog, in addition to managing schedule transparency, scope and priorities with product stakeholders.
You will be part of a team of Product Managers who work together to address tasks involving dependencies within cross-functional development teams. Must be an excellent communicator, written and verbally.
This role will perform research and analysis - recommend solutions and drive decisions that make a positive impact for our customers. You will own and champion multiple business/technical processes, standards and controls.
- Consult with Business teams to understand basic requests, providing solutions and business requirements that solve the need.
- Collaborate with Development & Architecture teams to design and implement new solutions, maximize operating efficiencies and reduce cost
- Be a source of domain expertise for the delivery team, elaborating on work items as needed and soliciting additional input from subject matter experts when appropriate.
- Define product user personas and goal work flows.
- Prioritize work items of the delivery team. These work items are likely to be of many forms, e.g. features, defects, infrastructure, and technical debt.
- Facilitate delivery team planning meetings, especially in terms of goals, work item business value, scope, and budget.
- Facilitate demonstration of new capabilities.
- Engage with the delivery team in monitoring and reflection meetings, assessing and improving on activities of the team.
- Define the acceptance criteria of work items and validate them against the definition of done when delivered.
- Represent the delivery team in interactions involving stakeholders, bridging any needed communication between the two.
- Collaborate with product management and other product owners, especially on alignment to strategic themes and managing requirements dependencies with other teams.
- 3+ years technical and Contact Routing background supporting high volume, multi-site Contact Centers preferred
- Understanding of the Agile Development Processes and Enterprise Processes.
- ~5 years prior experience as a Product Owner or Product Manager
- Sufficient knowledge about software to bridge the technical and business sides of a software project.
- Expert Knowledge of Contact Center Solutions.
- Strong experience with Genesys Call Routing Platform
- Ability to provide T-Shirt sizing (S,M,L) estimation of software development work.
- Ability to understand technology trends and their impact to product roadmap.
- Strong organizational skills.
- Good communicator and eager learner.
- Detail oriented and technically savvy
- Strong analytical and presentation skills
- Excellent interpersonal skills; Excellent oral and written communication skills
Demonstrated ability to work in a dynamic, fast paced and demanding e
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