You enjoy deeply understanding customer needs and building solutions to best meet their needs, driving value for customers, guiding successful launches, and exceeding expectations. Join our dynamic team and make a meaningful impact by delivering high-quality products that resonate with clients. As a Product Manager, Vice President - Live Help in Help Product you are an integral part of the team that innovates new product offerings and solutions to continuously improve our Employee and Help Specialist experience. As a product manager in the team, you are responsible for acting as the voice of the customer, identifying opportunities and developing profitable products that provide customer value. Utilizing your deep understanding of how to get a product off the ground, you guide the successful delivery and launch of products, gather feedback, and ensure top-tier customer experiences. With a strong commitment to scalability, resiliency, and stability, you collaborate closely with cross-functional teams to deliver high-quality products that exceed customer expectations.
 Job responsibilitiesDevelops a product strategy and product vision that delivers value to customersManages discovery efforts and market research to uncover customer solutions and integrate them into the product roadmapOwns, maintains, and develops a product backlog that enables development to support the overall strategic roadmap and value propositionBuilds the framework and tracks the product's key success metrics such as cost, feature and functionality, risk posture, and reliabilityCreates and maintains a healthy product backlog. Presents the strategy and approach for features, writes epics, user stories, acceptance criteria and participates in all agile events of the product groupFacilitates cross-functional collaboration to drive product successAnalyzes user feedback and data to continuously improve the product and enhance the user experience Works closely with Development teams to ensure technical solutions align with product requirements and user needsManages issues, risks, and dependencies effectively with attention to detailFollows and maintains current processes and procedures keeping in line with structured controlsCreates periodic project & management updates, presentations and effectively communicates them at all levels within the organizationRequired qualifications, capabilities, and skills5+ years of experience or equivalent expertise in product management or a relevant domain areaAdvanced knowledge of the product development life cycle, design, and data analyticsProven ability to lead product life cycle activities including discovery, ideation, strategic development, requirements definition, and value managementExcellent communication, presentation, and interpersonal skillsAbility to work effectively in a fast-paced, collaborative environmentExperience leading and communicating prioritization discussions and effectively delivering the outcome messagingStrong analytical and problem-solving skills, with a data-driven approach to decision-makingProficiency in Agile product management tools like JIRA, with the ability to write clear and effective Epics and stories for the product backlogAbility to analyze complex problems, evaluate data and identify solution options with a strategic customer-centric lensCustomer obsessed – develops deep empathy and understanding in service of creating frictionless end-to-end experiencePreferred qualifications, capabilities, and skillsDemonstrated prior experience working in a highly matrixed, complex organization5+ years’ experience with using Virtual Assistants, preferably with LLM/AI driven VAsExperience in backend servicing/operational roleExperience and knowledge of working with a workflow software like ServiceNowWork effectively in a team environment by being team-focused; supportive team member, always willing to be of assistance to othersBachelor's degree or equivalent experienceProven experience leading complex projects or initiatives and creating high quality presentation decks.