Mgr-Prod Mgmt Contact Ctr Tech

POSITION OVERVIEW:
Defines the vision, strategy, and roadmap for commercial applications that support customer service experiences and sales functions. Partners closely with business and technology stakeholders to prioritize investments, frame trade-offs, and guide delivery teams to ensure platforms telephony, IVR, and workforce management deliver exceptional and helpful customer solutions that drive revenue growth.
ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Define product vision and strategy for customer service technology contact center capabilities including IVR, telephony, case management and workforce management.
• Own and prioritize the product roadmap in alignment with customer service and commercial business objectives, balancing near-team delivery with long-term scalability and platform health.
• Partner with solution architects and engineering teams to assess trade-offs across vendor platforms, custom development, APIs, and integrations, and contribute to simplification and modernization of the commercial technology stack.
• Monitor adoption, usage, and performance metrics using analytics and reporting tools to inform product decisions and continuous improvement.
• Serve as a primary product point of contact for commercial, customer service, and revenue quality stakeholders, managing dependencies, sequencing, and release planning across interconnected systems.
• Lead core product management ceremonies including roadmap reviews, demos, backlog refinement, and quarterly planning.
• Apply AI and automation frameworks to streamline business processes, reduce manual effort, and unlock measurable commercial value.
• Define, track, and manage OKRs and KPIs to measure product impact on pipeline growth, conversion, retention, and customer experience; may include budget and vendor management.
• Translate business requirements into clear, actionable user stories and prioritized backlogs in partnership with product owners, analysts, and engineering teams.
• Communicate product direction, roadmap updates, and trade-off decisions clearly to business and technology stakeholders.
• Serve as a visible advocate for product management by actively socializing value across the organization championing product thinking, best practices, and a customer-centric mindset through cross-functional partnership, education and influence.
• Ensure solutions comply with applicable laws, regulations, security standards, and company policies.
• Comply with all applicable laws/regulations, as well as company policies/procedures.
• Perform other duties as assigned.

Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
QUALIFICATIONS:

• Bachelor’s degree in business, information systems, computer science, design, or related field
• Five (5) years of experience in product management or related roles delivering commercial or customer-facing applications.
• Experience contributing to product vision, roadmap development, and end-to-end product lifecycles.
• Working knowledge of sales and customer service ecosystems beyond core CRM telephony, and IVR systems.
• Experience and expertise with Salesforce Service Cloud.
• Experience evaluating and integrating third-party sales and customer service tools via APIs.
• Understanding of modern application frameworks and architectures such as React, Angular, microservices, and cloud-native platforms.
• Experience defining and tracking commercial metrics such as cost per contact, service level percentage, IVR containment rate, and self service utilization and value.
• Ability to manage trade-offs between configuration, customization, and integration, including impacts to release cycles and data architecture.
• Experience working on telephony and IVR applications with an emphasis on quality and scalability.
• Strong written and verbal communication skills with the ability to collaborate effectively across teams.
• Customer-focused mindset with a strong emphasis on usability and measurable business outcomes.
• Strong communication skills to align stakeholders, delivery teams, and leadership.
• Strategic and analytical thinking to prioritize initiatives and investments.
• Problem-solving skills to balance usability, scalability, security, and compliance.
• Collaboration and facilitation skills to work effectively with cross-functional teams.
• Organizational skills to manage multiple initiatives, dependencies, and timelines.

JOB CONDITIONS:

• Some travel required

Pay Transparency:
 
The compensation listed reflects the pay range or rate of pay reasonably expected for this posted position at the posted location(s). If this opportunity includes multiple job levels, the pay information represents the minimum and maximum range for all levels. Actual pay is determined by job-related factors permitted by law and relevant to the position, such as experience, tenure, market level, pay at the location for this job, performance, schedule, and work assignment. Eligible employees offered health, vision, and dental insurance, employee assistance program, personal/sick paid time, 401(k) retirement savings plan, bonus potential, tuition reimbursement, adoption assistance, 2 weeks paid parental leave, paid bereavement, employee discounts, 6.67–13.34 hours vacation per month based on service time, 8 paid holidays.
 
Pay Range: $103,880.00 - $181,790.00 per year
 
Colorado Pay Ranges: Colorado Springs, Grand Junction $103,880 - $181,790; Henderson, Mead $103,880 - $181,790; Gypsum $103,880 - $181,790
 
Illinois Pay Ranges: Effingham, Kankakee, Lincoln, Quincy, Rockford, Aurora $103,880 - $181,790; Bolingbrook, Chicago Heights, Des Plaines, Elmhurst, Forest View, Joliet, Schaumburg, Summit-Argo, Zion $103,880 - $181,790
 
New York Pay Ranges: Plattsburgh, Buffalo, Watertown, North Chili, East Syracuse, Nichols $103,880 - $181,790; Bethpage, Montgomery, West Babylon $103,880 - $181,790
 
New Jersey Job Postings: $103,880.00 - $142,835.00 per year
This compensation range is a reasonable estimate of the current starting pay range in NJ. If this opportunity includes multiple job levels, the range is a reasonable estimate of the current starting salary for the lowest level to the current starting salary of the highest level. Actual starting pay is determined by experience relative to the job, market level, specific location and other job-related factors permitted by law. Regular full & part-time employees (who complete 91 days of employment and work a minimum average of 12 hours per week) are eligible to enroll in medical, dental, and/or vision coverage, tuition reimbursement. Full/part-time employees who are age 21 are eligible for 401(k) after one month of employment.
Preferred Qualifications:
Pay Transparency: Posting Date: 04/17/26. Will remain posted 60 days (unless filled/canceled sooner). Current FedEx employees apply at enterprisecareers.fedex.com. Others apply at careers.fedex.com.
Pay:
Additional Details: While this is a remote position, the successful candidate must reside within 50 miles of a FedEx Freight location within the continental U.S.