Senior Product Manager (Contact Center Strategy)

Lendbuzz is a fintech startup focused on providing underserved borrowers with better access to credit through innovative technologies. As a Senior Product Manager for Contact Center Strategy, you will lead the development of the contact center vision and strategy, enhancing customer interactions and driving innovation in auto finance using AI and machine learning.

Responsibilities:

• Craft a contact center vision and strategy that’s aligned with tech and operational leaders
• Orchestrate a holistic, scalable contact center solution that maximizes customer experience while increasing efficiency
• Create a digital-first strategy shifting call volume intelligently towards digital channels for maximum impact and ROI
• Align with leadership on key business metrics for collections and customer care
• Optimize outbound campaigns leveraging ML/Predictive modeling to improve right party contacts rates as well as payment outcomes
• Collaborate with operations teams on supporting workforce management systems
• Partner closely with engineering to drive the creation, planning, prototyping, and development of products and features in support of key product metrics and goals
• Foster strong relationships with subject matter experts, analysts, data scientists, and technology teams across Lendbuzz
• Own, prioritize and maintain the product backlog
• Analyze and articulate insights from data to inform product roadmap decisions and drive alignment across functions and senior leadership
• Break down features into detailed stories and acceptance criteria that can be executed by an agile team. Find ways to deliver value incrementally
• Effectively communicate to a wide business audience project status and post-launch measurement of progress

Requirements:

• 6+ years of experience in Product Management roles
• 5+ years of experience in contact center technologies
• Proven ability to scope and author comprehensive business and technical product requirements
• In-depth knowledge of Scrum, Kanban, or other agile software development methodologies
• Significant experience running inbound and outbound campaigns a must
• Strong project management skills, with a keen attention to detail and ability to manage projects of varying sizes and scopes
• Passion for product development, data science, and the intersection of software and finance, with additional experience in financial markets or the automotive industry being a plus
• Ability to collaborate effectively across functional groups with adaptability and empathy
• Proven ability to prioritize and manage multiple complex work streams simultaneously, ensuring efficient and effective project execution
• Demonstrated capability to prioritize and manage multiple complex work streams simultaneously, ensuring efficient and effective project execution
• Strong communication skills for providing clear direction and motivating project teams effectively