Senior Product Manager - Contact Center (Remote)

Progressive Leasing is a leading provider of in-store and e-commerce lease-to-own solutions. As an almost 20+ year old FinTech company that has gone from start-up to industry leader, we know how to innovate, simplify, and value all people.

We are a company founded on our grit and we are constantly looking to the future. As an ever-evolving group of entrepreneurs and technologists, we strive to do the right thing period in all aspects of our work.

We are a subsidiary of PROG Holdings (NYSE : PRG), an exciting FinTech holding company, with three business segments including Progressive, Vive Financial, and Four, a Buy Now Pay Later (BNPL) platform.

We are currently hiring a Senior Product Manager to help grow our company and ensure our mission is achieved!

WE ARE : Prog Tech embodies the modernity and transformational vision that is core to our business evolution. As passionate and hungry technical experts, we join together on the mission of progressing through technology.

We believe in taking pride in our engineering, in the relentless pursuit of daily progress, and to bring others with you in your march to the future.

We continuously experiment, fail fast, and constantly deliver.

YOU ARE : A highly skilled product manager with a background in managing exceptional customer experience products. You have a passion for utilizing data to solve problems, innovate and create products that delight our customers.

You will have strong foundational product management skills and are a self starter. You are a strong communicator and are able to align multiple engineering teams and stakeholders to deliver solutions on time.

YOUR DAY-TO-DAY :

• Own and enhance contact center technology solutions. This includes internal tools as well as consumer-facing solutions.
• Build out your product vision and roadmap for operations. Represent technology when working with operations stakeholders on the business side and actively engage with them to ensure delivery is aligned with business needs and the product vision.
• Maintain close partnership with the operations, telecom engineering, and business intelligence teams.
• Guide your stakeholders and engineering partners through the discovery process. This could include the creation of test plans, go-to-market plans, product requirement documents, diagrams, competitive research, and an analysis of security / compliance needs.
• Lead the development of operations-centric tools that enable both technical and nontechnical people to help our consumers when they call in to the contact center.
• Define and standardize Key Performance Indicators that will help aid in the decision-making process and showcase results.
• Manage and prioritize the product backlog to ensure the highest business value is being delivered to our customers.
• Author product feature requirements in the form of user stories and acceptance criteria for varying business use cases.
• Produce and lead go-live release communications that inform a diverse set of partners and / or users of new features and / or changes.
• Present roadmaps, complex ideas and features to a broad audience effectively.

YOU’LL BRING :

• 5 to 7 years of experience in software Product Management
• 1 to 3 years working on contact center solutions, operations tools, and / or other telecom software solutions.
• 1 to 3 years working on platform products, where you deliver capabilities that other internal teams consume for their experiences
• A proven ability to do both tactical work and set an overall strategy when working on a project seeing beyond the data to anticipate the next step or question
• Ability to thrive in a fast-paced environment requiring a high degree of productivity, adaptability, innovation and follow-through.
• to manage and cope with uncertainty.
• Strong communication skills : ability to speak up and translate quantitative details into clear, succinct summaries and recommendations and influence decisions for peers and executive audiences.

Must be comfortable communicating at all levels from C-Suite to junior team members.

• You will need to be able to understand the needs of many stakeholders across the organization, along with their user experiences at a high level to prioritize and define your roadmap effectively
• Ability to move from high-level strategy to detailed execution
• Independently author well-written functional feature requirements and acceptance criteria for complex use cases.
• Exceptional communication skills : listening, speaking, collaborating, and proven ability to write / present effectively to a variety of audiences
• High-integrity and ambition to relentlessly pursue the best possible product and service
• Demonstrated ability to self-motivate, self-direct, and be flexible within a fast-paced environment
• Passion and desire for innovating exciting new products
• Bachelor's degree or equivalent work experience

YOU MIGHT ALSO HAVE :

• Experience working with Genesys Cloud
• Enterprise Reporting Experience
• Experience working with CRM solutions
• Experience automating manual ops processes
• Risk product experience
• Experience working in a FinTech

WE OFFER :

• Competitive Compensation; Eligible for STI
• Full Health Benefits; Medical / Dental / Vision / Life Insurance + Paid Parental Leave
• Company Matched 401k
• Paid Time Off + Paid Holidays + Paid Volunteer Hours
• Employee Resource Groups (Black Inclusion Group, Women in Leadership, PRIDE, Adelante)
• Employee Stock Purchase Program
• Tuition Reimbursement
• Charitable Gift Matching
• Job required equipment and services
30+ days ago