Product Manager - Agent Experience

Summary of Responsibilities

• Own measurable outcomes for the agent and customer experience by proactively identifying opportunities to move key business metrics across the end-to-end journey.
• Define success metrics and demonstrate strong data fluency, partnering on instrumentation, interpreting results, and translating insights into product decisions.
• Partner with engineering and design to deeply understand problems, explore solution options and innovation opportunities, and validate ideas through discovery before committing to delivery.
• Serve as the accountable Product Owner for an Agile team, ensuring backlog health, clear priorities, and that stories and acceptance criteria remain anchored to outcomes and measurable success.
• Apply strong value-versus-effort judgment to incoming requests and initiatives, making clear, data-informed prioritization, sequencing, and tradeoff recommendations
• Develop a deep understanding of the CX and agent technology ecosystem to ensure that capabilities live in the right place to drive a seamless, efficient experience, avoiding point solutions.
• Drive product strategy, balancing near-term impact with long-term evolution and scale
• Collaborate with vendors, including NICE and Salesforce partners, to evaluate capabilities, manage integrations, influence platform roadmaps where possible, and ensure we are maximizing value.
• Facilitate cross-functional feature discussions with engineering, operations, legal, finance, and compliance to ensure feasibility, alignment, and successful delivery.
• Contribute to annual and quarterly planning, ensuring planned work supports company objectives and operational goals.

Qualifications

• 5+ years of experience in product management or a related field

Experience/Other Requirements

• Strong ability to independently deliver and make decisions with decreasing need for guidance.
• Proven experience in stakeholder management and cross-functional collaboration.
• Excellent communication and documentation skills (e.g., requirements documents, business cases).
• Ability to balance customer needs, business priorities, and technical feasibility.
• Familiarity with Agile methodologies and experience as a Product Owner is a plus.
• Strong analytical mindset and ability to leverage business data in decision-making.
• Ability to work independently and as part of a team; participate in determining objectives of assignment; plan, schedule, and arrange activities to accomplish objectives.
• Proficient at preparing the following documents: Scope Documents, User Stories, Use Cases, Functional Specification, Process Flow Diagrams, Gap Analysis.
• Proven ability to collaborate with internal/external technical peers and business partners.
• Advanced proficiency in MS Office (Word, PowerPoint, Excel, Visio).

Education

• Bachelor's degree or equivalent experience