5-7 years of product management experience with a focus on telephony or call center systems.
Proficient in managing product backlogs and developing strategic roadmaps.
Experienced in defining and advocating for product OKRs and KPIs.
Solid understanding of AWS Connect and telephony solutions.
Strong communication skills to engage effectively with stakeholders at all levels.
Responsibilities
Act as the main advocate for customer needs and align them with business goals.
Own the tracking and reporting of key product metrics to illustrate progress.
Prioritize and manage the product backlog based on customer feedback and business needs.
Facilitate discovery sessions to identify customer challenges and guide product direction.
Lead the product roadmap in coordination with technical teams, ensuring alignment on priorities.
Clearly communicate product vision and updates to both teams and senior leadership.
Develop strategies for telephony and contact center capabilities, prioritizing system requirements.
Benefits
Comprehensive medical, dental, and vision coverage with significant premium contributions.
Health reimbursement account funded by the employer for high-deductible health plans.
Generous 401(k) matching program with immediate vesting.
Flexible paid time off policies, including vacation, sick, personal, and parental leave.
Employer-paid coverage for short-term and long-term disability, life, and AD&D insurance.
Access to additional voluntary insurance options for employees and dependents.
On-site amenities including a gym, stocked kitchen, and free parking.
Full Job Description
What You'll Do
Product Ownership
Serve as the primary advocate for your product's customers, combining Voice of the Business with Voice of the Customer to shape product decisions.
Own OKRs and KPI tracking for your product area, and use them to measure and communicate progress and value delivered.
Manage and prioritize the product backlog, ensuring it reflects business priorities and customer needs.
Run discovery sessions to surface customer pain points, validate ideas, and inform roadmap decisions.
Drive the roadmap alongside delivery teams, balancing business priorities, technical feasibility, and customer impact.
Communicate product strategy, priorities, and status clearly to stakeholders across the organization, including senior leadership.
Telephony / Call Center Product Focus
Define and drive product strategy for telephony and contact center capabilities, with a working understanding of AWS Connect and related telephony systems.
Partner directly with engineering teams building on AWS Connect to translate business and customer needs into technical requirements.
Evaluate and prioritize telephony/call center system needs (e.g., routing, IVR, contact flows) in the context of the broader product roadmap.
Who You Are
Required
Solid grounding in product management fundamentals - backlog management, roadmap development, OKR/KPI ownership, and stakeholder communication.
Understanding of AWS Connect and telephony/call center systems.
Executive presence - able to communicate confidently and credibly with senior leadership and represent the product externally.
Preferred
Prior experience as a product manager for a contact center, telephony, or customer service platform.
Experience partnering with engineering teams on AWS-based telephony solutions.
We offer a competitive compensation package, including the below benefits for full-time employees:
Strong medical, dental, and vision plans with 60% of premiums for employees and their dependents covered by 10Pearls
Employer-funded health reimbursement account (HRA) for the high-deductible health plan option
Generous 401(k) plan with a 4% employer match and immediate vesting after 90 days of employment
Paid time off for vacation, sick/wellness, and personal leave; separate paid parental leave program
Employer-paid short-term, long-term, life, and AD&D insurance
Additional voluntary insurance programs, including life & AD&D, critical illness, cancer, and hospital indemnity for employees and dependents
Full access to Tysons Corner Headquarters office with amenities: a state-of-the-art gym, fully stocked kitchen with snacks and cold brew coffee on tap, and free parking on-site
