Senior Product Manager, Agent Experience

Job Description

Role Description The job profile for this position is Agile Product Management Senior Manager, which is a Band 4 Management Career Track Role. We are looking for a Senior Product Manager, Agent Experience to help create tools and technology that make it easier for customer service agents and operations teams to do their jobs. In this role, you will work with teams across the company to improve processes, increase productivity, and enhance the overall experience for agents and customers. You will help plan, build, and improve products that use technology, data, and AI to support better service and business results. Develop and support the product strategy, roadmap, and goals for agent experience tools and solutions. Work with customer service agents, leaders, and business partners to understand challenges and identify opportunities for improvement. Gather feedback, review data, and use insights to make product recommendations and decisions. Lead product development from planning through launch and ongoing improvements. Create clear product requirements and work closely with engineering, design, and business teams. Help build and improve AI-powered tools such as agent assistants, knowledge recommendations, automated workflows, case summarization, and intelligent routing. Monitor product performance and recommend improvements based on business results and user feedback. Define and track key performance measures related to productivity, service quality, and operational efficiency. Build strong partnerships with stakeholders across operations, customer experience, engineering, analytics, and leadership teams. Communicate product plans, progress, risks, and opportunities to stakeholders in a clear and effective way. Support continuous improvement efforts that enhance the experience of agents and customers. Qualifications 5+ years of product management experience. Experience leading complex business applications, internal platforms, or operational tools. Experience managing products throughout the full product lifecycle, from planning to launch and ongoing enhancements. Experience working with customer support, contact centers, service operations, or workforce management teams. Strong analytical and problem-solving skills. Ability to use data to make business and product recommendations. Strong communication, organization, and stakeholder management skills. Experience working in Agile product development environments. Bachelor's degree or equivalent work experience. Requirements Experience building or managing AI, machine learning, or generative AI solutions. Experience with CRM, ticketing, or customer service platforms. Knowledge of agent productivity measures, service workflows, and operational performance metrics. Experience using product analytics and testing tools to measure success. MBA or other advanced degree in a related field. Benefits Comprehensive range of benefits focusing on whole health. Health-related benefits including medical, vision, dental, and well-being and behavioral health programs starting on day one. 401(k) and company paid life insurance. Tuition reimbursement. A minimum of 18 days of paid time off per year. Paid holidays and leaves of absence. Annual salary range of 131,300 - 218,800 USD, depending on relevant factors. Eligibility to participate in an annual bonus plan.