lendbuzz - Senior Product Manager (Contact Center Strategy)
Requirements
• 6+ years of experience in Product Management roles • 5+ years of experience in contact center technologies • Proven ability to scope and author comprehensive business and technical product requirements. • In-depth knowledge of Scrum, Kanban, or other agile software development methodologies • Strong project management skills, with a keen attention to detail and ability to manage projects of varying sizes and scopes • Passion for product development, data science, and the intersection of software and finance, with additional experience in financial markets or the automotive industry being a plus. • Ability to collaborate effectively across functional groups with adaptability and empathy • Proven ability to prioritize and manage multiple complex work streams simultaneously, ensuring efficient and effective project execution. • Demonstrated capability to prioritize and manage multiple complex work streams simultaneously, ensuring efficient and effective project execution • Strong communication skills for providing clear direction and motivating project teams effectively • Diversity is a competitive advantage. We celebrate our differences, and are better when we have a variety of experiences, viewpoints, and backgrounds. • Compassion is a strength. We care about our customers and look to build long-term relationships with them. • Simplicity is a key feature. We work hard to make our forms and processes as painless and intuitive as possible. • Honesty and transparency are non negotiable. We incorporate these traits in all of our interactions. • Financial opportunity belongs to everyone. We work every day to improve lives by extending this opportunity. • If you believe these things too then we would love to hear from you! • A Note on Recruiting Outreach • We’ve been made aware of individuals falsely claiming to represent Lendbuzz using lookalike email addresses (eg @lendbuzzcareers.com). Please note that all legitimate emails from our team come from @lendbuzz.com. We will never ask for sensitive information or conduct interviews via messaging apps.
Responsibilities
• Craft a contact center vision and strategy that’s aligned with tech and operational leaders • Orchestrate a holistic, scalable contact center solution that maximizes customer experience while increasing efficiency • Create a digital-first strategy shifting call volume intelligently towards digital channels for maximum impact and ROI • Align with leadership on key business metrics for collections and customer care • Optimize outbound campaigns leveraging ML/Predictive modeling to improve right party contacts rates as well as payment outcomes • Collaborate with operations teams on supporting workforce management systems • Partner closely with engineering to drive the creation, planning, prototyping, and development of products and features in support of key product metrics and goals • Foster strong relationships with subject matter experts, analysts, data scientists, and technology teams across Lendbuzz • Own, prioritize and maintain the product backlog • Analyze and articulate insights from data to inform product roadmap decisions and drive alignment across functions and senior leadership • Break down features into detailed stories and acceptance criteria that can be executed by an agile team. Find ways to deliver value incrementally. • Effectively communicate to a wide business audience project status and post-launch measurement of progress
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