Kforce is immediately seeking an experienced Product Manager in support of our enterprise telecommunications and mass media client based in Stamford, CT. Summary: The team's role is to identify and remove friction points in the customer experience across all channels (Web, App, IVR, IVA, Digital Communications). The focus is on the end-to-end repair journey which covers outages, troubleshooting of equipment, and appointment management. The process includes journey mapping, call data analysis, call listening, Voice of Customer analysis, and building strong relationships with partners in call centers, field operations, and product development. This role is to help with writing business requirements for the digital channels as it relates to the journeys of troubleshooting, appointments, and outages. In addition, the Product Manager will design journey maps and create business cases on gaps in customer experience.