Director - Product Manager

Req ID#:  81193

US

Director - Product Manager

Information Technology

 

Sitel is seeking a Director, Product Manager- OmniPlatform+ to join our fast-paced, dynamic, and team-focused Global IT team. In this role you will be reporting into the VP, IT Infrastructure and Operations.

 

This position is responsible for the development and delivery of Sitel’s OmniChannel+, cloud based call center technology service. This is a white-labeled cloud service delivered by NICE/inContact, augmented by Sitel’s telecom engineers. Sitel plans to grow our cloud based technology operational and service footprint with a mix of vendor provided services and internally developed services. If profitable, Sitel staff will grow in implementation, configuration, operation support and reporting on all these services.  Therefore, a primary responsibility of this position will be the Profit & Loss (P&L) associated to this service offering – including oversight of all invoices from associated vendors and billing to the clients.  Also among these duties are negotiating and managing the vendors on pricing of the services, delivery SLA’s, platform capabilities, client communications and Sitel’s sales and marketing strategy.  Another key responsibility is working with other departments within Sitel for the ongoing support and delivery of the end to end service, again with a clear eye toward P&L. Ability to manage, influence and motivate direct reporting staff and matrixed staff (Sitel, contractor and vendor) is critical to success.

 

Sitel is a leading global outsourcing provider of customer experience management. We collaborate with some of the best-known global brands to harness the industry’s digital transformation and help consistently deliver outstanding customer experiences. With more than 30 years of industry-leading experience, our 75,000 passionate and talented associates support more than 400 clients in 48 languages from 150 offices strategically located in 24 countries.

 

Guided by our values, we encourage our people to Be Bold, Work Together, Build Trust and Wow Customers. Within the customer experience management industry, we believe innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our clients achieve their goals. Together, we are redefining the way brands connect with their customers – one experience at a time.

 

Responsibilities:

 

  • Determines product pricing by utilizing market research data; reviewing all costs; anticipating volume; costing special and customized orders including internal and external resources
  • Monitor and analyze market trends
  • Studying competitors’ services and products
  • Explore new ways of improving existing services and products as a way of increasing profitability
  • Provide internal product training, printed and electronic promotional material and the necessary technical expertise to sales team to enable them sell the product
  • Identify and present creative and innovative solutions
  • Interface with vendor and Sitel development teams to make sure that product requirements are understood and delivered
  • Manages certain team members to support the sales, marketing and support of the product
  • Coordinate product releases with the marketing, sales, development and service teams
  •  Answer product related inquiries
  • Suggest workable solutions to Sitel sales, marketing and pricing in consideration for product contract, positioning, and market requirements
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
  • Handles all executive escalations from customers concerning the product functionality or management of the product

 

Experience/Skills/Abilities:

 

  • Experience negotiating with cloud service companies in the call center industry
  • 3+ years as the main point of contact for a product implementation, including requirement gathering, design, implementation, testing, and launch a plus
  • 6+ years in a Technical/Service role in software, telecommunications or in contact center and/or service delivery environment
  • 2+ years working directly with inContact CXone Solution, or similar vendor offering
  • Understanding or experience in the BPO/Contact Center Industry
  • Knowledge of contact center tools ACD/IVR/Call Recording/CTI and Reporting.
  • Experience with a Value-Add Reseller (VAR) managing a product.
  • Ability to develop, support and manage plans/process for new product launches
  • Full customer service focus
  • A confident, positive attitude

 

Education and Certifications:

 

  • BA or BS in Computer Science, MIS or similar program – or equivalent work experience.
  • inContact tool certification/knowledge a major plus

 

Travel:

 

  • Ability to travel 25-50%

 

 

Director - Product Manager


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