The Director, Platform Product Management (Enterprise Contact Center) is responsible for defining and executing the product roadmap for the organization's enterprise contact center platform. This role will drive the development and go-to-market strategy for a unified platform that enables seamless omnichannel communication across all customer touchpoints, including contact center and branch interactions.
The ideal candidate for this role will have experience with outbound and inbound communication infrastructure.
This is a hybrid role based in Irving TX, Baltimore MD, Wilmington DE, Charlotte NC or New York NY.
The Director will work closely with cross-functional teams (engineering, design, operations, sales, and customer success) to deliver innovative solutions that enhance customer experience, drive business growth, and improve operational efficiency.
Director, Platform Product Management Responsibilities:
- Define and articulate the product vision, strategy, and roadmap for the enterprise contact center platform, aligning with overall business objectives and omnichannel customer experience strategy.
- Conduct market research and competitive analysis to identify market trends, customer needs, and competitive advantages.
- Advocate for a customer-first approach by leveraging customer feedback, data insights, and analytics to shape product features and improve overall service quality.
- Conduct user research and gather agent and customer feedback to continuously improve the product offering.
- Develop and maintain a comprehensive product backlog, prioritizing features and functionalities based on business value and customer impact.
- Collaborate with engineering teams to translate product requirements into technical specifications and ensure successful product delivery.
- Work closely with design teams to create intuitive and user-friendly customer and agent experiences across all channels.
- Define, track, and utilize performance metrics and KPIs (e.g., CSAT, FCR, average handle time) to assess platform success, identify areas for improvement, and ensure the platform scales effectively with business growth.
- Develop and execute go-to-market strategies in coordination with operations and business teams, managing the lifecycle of product changes, ensuring smooth rollout of new features, and providing necessary training and support to call center teams and branches.
- Collaborate with operations and business teams to educate and inform stakeholders about the value proposition of the platform.
- Stay abreast of industry trends and best practices in contact center technology, omnichannel communication, and customer experience.
- Build, mentor, and lead a high-performing team of product managers and cross-functional team members. Foster a culture of collaboration, innovation, and accountability.
Director, Platform Product Management Requirements:
- Minimum 8 years of product management experience, with at least 3 years in a leadership role focused on contact center technologies (CCaaS) or unified communications platforms (UCaaS). Experience managing both CCaaS and UCaaS is a plus.
- Strong knowledge of UCaaS and CCaaS platforms (e.g., Amazon Connect, Cisco, Genesys, Five9, Nice) as well as communication tools for voice, video, chat, and collaboration.
-Experience with cloud-based contact center solutions and integrations with other business systems (e.g., CRM, workforce management tools).
- Proven experience leading cross-functional teams, delivering complex product solutions, and defining product roadmaps that balance both short-term needs and long-term strategic goals.
- Deep knowledge and experience in migrating from legacy call center platforms to cloud-hosted modern platforms. - Demonstrated experience in integrating multiple communication channels (voice, chat, email, video) to create a seamless customer and employee experience.
- Deep understanding of how both customer-facing communication (CCaaS) and internal collaboration (UCaaS) impact customer satisfaction, employee efficiency, and business outcomes.
- Proven experience in building, presenting, driving, and tracking business cases.
- Proven ability to lead and mentor high-performing teams. Experience working with senior leadership and across departments to influence strategy and execution.
- Strong analytical skills, with the ability to leverage data and performance metrics to make decisions and measure success.
- Preferred experience with AI-driven tools (e.g., chatbots, virtual assistants) and workflow automation in both UCaaS and CCaaS environments.
In this position, you may have access to client or customer systems, confidential and/or proprietary information or data, including financial information. This position is onsite and requires you to work closely with other individuals in a collaborative team environment.
Looking forward to receiving your resume through our website and going over the position with you. Clicking apply is the best way to apply, but you may also:
Email your resume in Word to:
bailey.oconnell@jobalert.creativecircle.com
**Please do NOT change the email subject line in any way. You must keep the JobID: : BO5-1845412L851 -- in the email subject line for your application to be considered.***
Bailey O'Connell - Lead Recruiter
For Creative Circle to represent you for this opportunity, you must be currently authorized to work in the United States without the need of employer sponsorship for a non-immigrant visa such as a H-1B, TN, or O visa. We do not support or provide training for STEM/OPT programs. Additionally, you must be physically located in and perform the work for our client in the United States.
This job was first posted by Creative Circle on 03/19/2025 and applications will be accepted on an ongoing basis until the position is filled or closed.
Creative Circle is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, or any other characteristic protected by law. Creative Circle will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. If you need a reasonable accommodation in the application process, please contact your Recruiter (the person you'll be interviewing with) or a member of our Human Resources team to make arrangements. United Healthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Creative Circle.
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