About this opportunity
Affinity Search Partners lists this Director of Product – Contact Center & CX Platforms opportunity in short hills, New Jersey. Review the employer’s description below for duties, qualifications and application requirements.
Job description
A global industry leader is seeking a Director of Product Management to own the strategy and delivery of its worldwide contact center technology ecosystem. You'll modernize a complex, multi-region platform stack, scale AI-driven automation, and build a high-performing, pod-based product organization.
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What You'll Do
Define and execute the global product strategy and roadmap for contact center and CX technology, aligned to business outcomes
Stand up and lead cross-functional product pods spanning product, CX/service design, engineering, QA, architecture, analytics, and delivery
Own the platform portfolio: Amazon Connect, CRM, CDP, knowledge management, agent workspace, omnichannel communications, and mainframe/legacy integrations
Drive adoption of conversational AI, virtual agents, intelligent routing, agent assist, and predictive personalization
Translate Voice of Customer and operational data into prioritized investments that improve both customer and agent experience
Standardize product management practices, governance, and delivery frameworks globally
What You Bring
10+ years in product management with leadership responsibility
Deep, hands-on experience with contact center platforms (Amazon Connect strongly preferred), CRM, and CDP
A track record of deploying AI in contact center environments at scale, with measurable results
Experience building agile pod/squad operating models and leading global, matrixed transformations xzgxqkn
Strong executive communication, stakeholder management, and data-driven decision-making
Bachelor's degree in Business, Technology, or Engineering (MBA preferred)
Why This Role
You'll have a global remit, direct influence on the customer experience for millions of customers, and the mandate to build a modern product organization from the ground up. The package includes a competitive base plus bonus and RSUs, full benefits, and a 401(k) with company match.
Worksite address
short hills, NJ, 07078, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.