Process Manager

Process Manager

Description

Position: Product Manager, Cx Ops
Location: Airoli
Level: PM 
Experience: 7+ years

About the Role

We are seeking a Product Manager to own a product line from strategy through execution and into the market. This is a technical product built on contact center and customer experience infrastructure, so the role requires enough technical fluency to work credibly with engineering on scope, feasibility and tradeoffs. This person will define the product, establish its value to clients, position it against competing offerings, and ensure predictable delivery at scale. The role carries significant visibility with senior stakeholders and requires equal comfort in client conversations, pricing strategy and technical scoping discussions.

Key Responsibilities

• Own the strategy and roadmap for the product line, translating client needs and business priorities into a prioritized, sequenced plan
• Partner with engineering to translate business requirements into clear technical specifications, understanding at a working level how the underlying systems, integrations, and data flows support the product
• Develop the product's value proposition and structure it into a pricing and packaging model aligned with the outcomes delivered to clients
• Partner with engineering and delivery teams to plan and pace releases, balancing speed to market with quality and predictability
• Maintain a thorough understanding of the competitive landscape and apply that knowledge to product and pricing decisions
• Serve as the primary product point of contact for clients, internal stakeholders, and senior sponsors, managing expectations through clear and proactive communication
• Partner with marketing to develop go-to-market and positioning materials that communicate client value
• Present product strategy, roadmap, and business impact to senior leadership on a regular cadence

Basic Qualifications

• 7+ years of product management experience, including ownership of a product or product line from strategy through launch
• Working knowledge of contact center technology stacks (e.g., CCaaS platforms, IVR, ACD/routing systems, WFM, and QA/analytics tools), gained through experience in customer service, contact center, or BPO/outsourced service environments
• Comfort working with technical concepts such as APIs, integrations, and data flows at a level sufficient to scope requirements and evaluate tradeoffs with engineering
• Experience developing pricing or packaging models aligned with client value and business outcomes
• Demonstrated experience conducting structured competitive analysis to inform product decisions
• Experience managing relationships across clients, executive sponsors, and engineering teams
• Strong written and verbal communication skills, including experience presenting to senior leadership and external clients

Preferred Qualifications

• Experience in omnichannel customer care, specifically across voice, chat, and email
• Experience writing or reviewing technical requirements or PRDs in partnership with engineering
• MBA or equivalent experience in business, strategy, or analytics
• Experience operating in a matrixed organization with influence over engineering priorities