Product Manager (Contact Center) - Remote (24-66)

Description

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Full-time / Direct hire (Remote)

The Product Manager (Contact Manager) is responsible for collaborating with key stakeholders to understand and anticipate needs to translate the product vision.

This role works closely with customers and key stakeholders to develop a market-driven product roadmap.

Spok's Care Connect Suite is a comprehensive suite of communication and collaboration solutions tailored for healthcare environments.

It integrates with existing systems to allow for accessing, prioritizing, and acting on information effectively. This unified communication platform is designed to enhance clinical workflows through features like care team collaboration, closed-loop communication, and secure messaging.

The operator console, a crucial component of this suite, is an intelligent, computer-based solution for hospital Operator Services contact centers.

It integrates with the hospital's existing PBX system and is utilized by the operator group to manage incoming calls efficiently while enabling the management of critical communications throughout the hospital or health system.

Essential Duties And Responsibilities

Design and maintain the roadmap for Spok contact center products, working closely with the technical product managers for console and telephony solutions along with cross-functional teams such as engineering, UI / UX, marketing, and sales.

This involves defining product feature requirements, creating roadmaps, and ensuring that the product meets the needs of both the business and customers.

• Conduct research to understand customer needs, industry trends, and competitive landscape in the operator console and contact center market.
• Combine research findings with others on the product management team to identify opportunities for new products or improvements to existing ones.
• Collaborate with internal stakeholders, such as sales, customer support, and operations teams, to gather feedback and ensure alignment on product priorities and goals.
• Work with program management to oversee the entire lifecycle of contact center products, from ideation to launch and ongoing maintenance.
• Collaborate with other product managers and the director of product management to create new pricing models and augment existing pricing to better serve our customers.
• Define the go-to-market plans and monitor product performance post-launch for adjustments.
• Engage with customers to identify areas for improvement in the contact center products.
• Monitor performance of the contact center products by tracking key performance metrics, such as customer satisfaction and adoption rates of features to make data-driven decisions for optimization.
• Participate in support of key corporate partners.

Required Education, Skills, And Experience

• Bachelor’s Degree (BA / BS) is required.
• 5+ years of defining, developing, and launching contact center software products is required (SaaS experience is a plus).
• Experience working in an Agile / Safe Agile environment.
• Experience using product management software such as AHA!, Rally, Jira, or others.
• Excellent verbal and written communications including PowerPoint presentations.
• Experience with data flows and process mapping.
• Customer-centric mentality and experience defining KPIs for software products.
• Robust interpersonal skills with evidence of teamwork and collaboration.
• Exceptional written and verbal communication skills with customers at all levels.
• MS Office Suite required.

Product Skills

• Five years of experience in Unified Communications and contact center software product management.
• Experience with PBX operator consoles, IVR, call recording, ACD, Contact center reporting, and management tools. Experience in software product lifecycle management.
• Experience with on-premise, cloud, and hybrid solutions.
• Experience in perpetual and SaaS-based licensing and pricing models.

Two years’ experience with computer systems, database programs, and word processing programs required.

Spok, Inc., a wholly owned subsidiary of Spok Holdings, Inc. (NASDAQ : SPOK), headquartered in Alexandria, Virginia, is proud to be a global leader in healthcare communications.

We deliver clinical information to care teams when and where it matters most to improve patient outcomes. Top hospitals rely on the Spok Care Connect platform to enhance workflows for clinicians and support administrative compliance.

Our customers send over 100 million messages each month through their Spok solutions. When seconds count and patients’ lives are at stake, Spok enables smarter, faster clinical communication.

Spok is a trademark of Spok Holdings, Inc. Spok Mobile and Spok Care Connect are trademarks of Spok, Inc.

At Spok, Inc., we provide equal opportunity to all employees and applicants without regard to race, color, creed, religion, national origin, gender, sexual orientation, age, gender identity, genetic information, disability, protected veteran status, marital status, membership or activity in a local human rights commission, status with regard to public assistance, or any other protected status or characteristic.

Should you have a disability and need assistance or accommodation in the application process, contact Human Resources at 1-800-852-8935.

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Remote working / work at home options are available for this role.