The Director, Product Management - Customer Experience (CX) & Contact Center Technology (Global) will lead the strategy, execution, and delivery of technology products that power the global contact center ecosystem, while enabling broader end-to-end customer experience (CX) transformation.
Reporting to the CX Leader, this role is accountable for global contact center technologies and capabilities, ensuring they deliver seamless, efficient, and intelligent customer and agent experiences. This leader will work in close partnership with other product and technology leaders to deliver an integrated CX product ecosystem.
The role will establish and lead a modern, agile product operating model, organizing work into cross-functional product pods responsible for delivering high-impact customer and operational outcomes. The Director will lead and orchestrate the work of cross-functional resources-including product management, service design, engineering, QA, architecture, analytics, and project management-to drive speed, quality, and measurable business value.
What You'll Do: Global Contact Center Product Strategy (Aligned to CX)- Define and execute the global product strategy and roadmap for contact center technologies, aligned with CX and business priorities.
- Ensure scalability, consistency, and performance of contact center capabilities across regions.
- Translate Voice of Customer insights, analytics, and operational needs into prioritized product investments.
- Align contact center product initiatives to end-to-end customer journey improvements.
Agile Product Operating Model (Pods / Squads)- Establish and lead dedicated cross-functional product pods focused on the highest-impact contact center and CX capabilities.
- Implement a scalable agile pod/squad model enabling:
- Faster iteration and delivery
- Continuous feedback loops and improvement
- Strong alignment between CX strategy and product outcomes
- Ensure pods have clear accountability to supported business functions.
- Standardize product management practices, governance, and delivery frameworks globally.
Cross-Functional Leadership & Delivery Orchestration- Lead and coordinate the work of cross-functional pod teams, including:
- Product Managers
- Service / CX Designers (CX/UX)
- Engineering leads and teams
- QA leads and testing teams
- Architects (shared)
- Product Analysts
- Project / Delivery Managers
- Drive alignment from insight, design, build, deploy and optimize.
- Remove silos and ensure end-to-end ownership and accountability across delivery teams.
Product Delivery & Lifecycle Management- Lead a global portfolio of contact center and CX technology initiatives.
- Own the full product lifecycle:
- Discovery and ideation
- Roadmap and prioritization
- Development and release
- Continuous improvement
- Ensure delivery is aligned to measurable business outcomes
Contact Center Technology Ownership (Global Scope)- Own and drive strategy and execution across key platforms, including:
- CRM systems
- Customer Data Platform (CDP)
- Knowledge Base / Knowledge Management
- Agent Workspace / Desktop Experience
- Amazon Connect
- Communication Services (voice, chat, messaging, omnichannel)
- Mainframe customer systems and legacy integrations
- Ensure these platforms are integrated, modernized, and optimized to deliver seamless global customer and agent experiences.
AI & Intelligent Automation- Drive adoption of AI-driven capabilities, including:
- Conversational AI and virtual agents
- Intelligent routing and automation
- Agent assist and real-time support
- Predictive insights and personalization
- Partner with Data & Analytics to embed advanced decisioning into product capabilities.
- Continuously evaluate and scale emerging technologies.
Perks You'll Get: - Access to Medical, Dental, Vision, Life and Disability insurance
- Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages
- 401(k) Retirement Plan with company matched contributions
- Full training to learn the business and enhance professional skills
- Employee discounts, including discounted prices on the purchase of Avis/Budget cars
- Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more
What We're Looking For: - Bachelor's degree in Business, Technology, Engineering, or related field (MBA preferred)
- 10+ years of product management experience, with leadership responsibilities
- Proven experience in contact center technologies and customer experience platforms
- Experience leading global, cross-functional teams and transformation initiatives
- Strong background in Agile product management and pod/squad operating models
- Experience with CRM, CDP, contact center platforms (e.g., Amazon Connect), and digital CX ecosystems
- Deep experience leading and implementing AI-driven solutions within contact center environments, including conversational AI, intelligent routing, agent assist, and automation at scale
- Strong product strategy, roadmap development, and execution capabilities
- Ability to translate customer insights into scalable product solutions
- Deep understanding of contact center operations and technologies
- Expertise in cross-functional team leadership and delivery orchestration
- Strong analytical and data-driven decision-making skills
- Excellent stakeholder management and executive communication skills
- Ability to manage complexity across global, matrixed organizations
- Customer-Centric Mindset: Deep focus on improving customer and agent experiences
- Strategic Thinking: Connects product decisions to long-term CX and business outcomes
- Execution Excellence: Drives speed, quality, and accountability in delivery
- Collaboration & Influence: Aligns diverse stakeholders and cross-functional teams
- Innovation & Agility: Embraces new technologies, including AI, and drives continuous improvement
- Leadership & Team Development: Builds, motivates, and develops high-performing teams
The annual starting salary for this position is between $160,000 - $235,000 annually. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications of the successful candidate.
Parsippany
New Jersey
United States of America
