Senior Product Manager - Call Centre Transformation

About the Client: Our client is a leading player in the B2C consumer space. They are embarking on a massive digital transformation across their core systems an customer journeys. As a Senior Product Manager, you will have the unique opportunity to shape the future of their call center program through cutting-edge automation solutions.

• Lead and implement transformative changes in call center processes.
• Research, audit, and suggest changes to their product roadmap across their core systems (integration CRM and Sales dashboards) to improve and automate their lifecycles.
• Analyze and map customer journeys, identifying key issues for enhanced effectiveness and automation of calls, sales, and other critical areas.
• Utilize technical expertise in APIs and system integrations.
• Proficiency in Salesforce Cloud, Genesys, and other telephony software.
• Leverage experience with chatbots, AI, and automation processes to enhance program efficiency.

• Proven experience as a Senior Product Manager in a similar transformation role in telephony and/or call centers.
• Demonstrated expertise in leading uplifting transformations and transitions in call center processes.
• Strong understanding of sales cycles and automation customer touchpoints.
• Strong analytical skills with a focus on customer journey mapping.
• Technical understanding of APIs and system integrations.
• Proficient in Salesforce Cloud, Genesys, and other telephony software.
• Experience with chatbots, AI, and automation processes.

• Be part of a dynamic team at the forefront of digital innovation.
• Contribute to shaping the future of their industry.
• Leading discounts for their main products.
•  Flexible working 2-3 Days a week from home