Senior Product Manager - Voice Platform

Your Opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

We are seeking an experienced Senior Product Manager - Voice Platform to join our Voice Channel Product Management team to manage the full lifecycle of a set of Schwab’s existing Voice products and services and also to develop new and enhanced products and services.

The ideal candidate will possess a blend of business and technical savvy, a vision, and a drive that transforms that vision into a reality. You must be hands-on and able to work with both technical and business partners, and you should have experience managing relationships with external suppliers.

You are responsible for product planning and execution throughout the Product Lifecycle, including eliciting and prioritizing business requirements, defining the product vision, and working closely with business, technology, and customer partners to ensure business value and client satisfaction goals are met. The Sr. Product Manager’s job also includes ensuring that the product supports the firm’s overall strategy and goals.

Position Responsibilities:

• Developing a clear product strategy for your set of products and services within the overall Voice Product Portfolio, ensuring they are positioned correctly in terms of breadth and depth of functionality.
• Collaborating with other Voice Product Managers to create, manage, and maintain the Voice Channel Portfolio roadmap.
• Identifying client and employee pain points, converting them into themes, initiatives, and features, and prioritizing them in a quantifiably justified way.
• Developing a strong working relationship with external vendors and insuring they are meeting business needs through their products.
• Managing one-to-many large and complex products’ life cycles from inception (including modifications, upgrades, and maintenance) through end-of-life.
• Developing and maintaining lean business cases and outcome-based roadmaps in collaboration with business and technology partners.
• Providing stakeholders with information on progress and milestones from scrum teams in a clear and measurable way that provides visibility to progress.
• Providing leadership and coordination on large strategic and complex projects, with executive visibility and multiple critical dependencies.
• Performing and leveraging market and user research to further support rationale for product development and positioning.
• Facilitating product review meetings and ensuring key stakeholders are involved where appropriate.
• Partnering with service provisioning, engineering, and support teams to ensure that current and planned products are achievable and delivered to market according to the agreed specifications.
• Leading without formal authority and promoting a Lean-Agile mindset and practices.
• Mentoring and coaching team members.
• Promoting cross-team and cross-organizational knowledge sharing through forums such as user groups, design reviews, communities of practice, etc.
• Building strong working relationships with technology and business partners to enable cross-functional collaboration.
• Maintaining a “pulse” on trends important to our clients and business goals to explore and maximize new solutions that meet needs.

What you have

The successful candidate must be fully committed to serving the needs of clients, employees, and shareholders.  In addition, the individual must possess strong product management and leadership skills and be passionate about optimizing transparency and communication.

Required Qualifications:

• Experience with call routing and cloud-based contact center tools for large-scale contact centers.
• Vendor relationship management experience.
• 3 years required experience with product management and product development capacity within a contact center or call center environment.
• 3 years required experience in Agile processes, such as Scrum, Kanban, and/or Scaled Agile Framework (SAFe).
• Proven ability to connect business priorities to a product roadmap.
• Ability to build strong internal and external working relationships.
• Excellent verbal and written communication skills for technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors).
• Demonstrated collaborative style, with ability to lead and influence diverse teams.
• Strong detail and process orientation, using data to measure productivity and progress.
• Excellent problem-solving and critical-thinking skills.