Technical Product Manager - Contact Center Experience Solutions

This position is hybrid. Will require 3 days onsite in Milwaukee (M, T, and W).

Summary

As an Infrastructure & Cloud Services Product Manager, youll build the tools and experiences that enable our development teams & end users to easily consume our platforms & services in a secure fashion with connectivity, governance, audibility, and operations being commodity. Youll work with a hardworking team of developers & engineers to define product vision, and strategy, and deliver experiences to enable clients to achieve financial security. The function of this role is to provide Product Management leadership to the team that focuses primarily on Contact Center Experience for front and back-office solutions including the contact center platform, telephony, caller authentication, workforce engagement, speech analytics, and automation solutions. We are looking for a highly motivated individual who enjoys working across large organizations and is passionate about the realm of enabling digital platforms for our engineering teams.

Primary Duties & Responsibilities

*Set Product Vision: Co-create and review with PM and Sr PM, the vision of the product. Analyze KPIs for measures of success and provide recommendations to Sr PM.
*Develop Roadmap: Develop and determine the course of action for the roadmap based on reporting and metrics and work closely with Sr PM. Analyze KPIs for measures of success.
*Gather Requirements: Understand and evaluate the problem state and work with key partners on existing approaches to resolve issues.
*Define the product & stakeholdering: Responsible for low complex products and product features and analyze and recommend based on metrics. Strengthen relationships with business partners and knowledge share as needed.
*Design Partnership: Partner with design to ensure cohesive future state user visions and experiences are aligned.
*Author User Stories: Translate requirements to technical details to build and validate use cases and user stories around a product and communicate them effectively.
*Data & Customer Research: Inform product decisions with both qualitative and quantitative data on behavior and experimentation.
*Feature Prioritization: Develop and maintain a prioritized backlog of user stories for implementation according to business value or ROI.
*Facilitate ceremonies: Participate in and sometimes facilitate the daily Scrums, Sprint Planning Meetings, and Sprint Reviews and Retrospectives.

Qualifications

*Bachelor's Degree.
*2-4 Years of prior experience with at least 2 working in a Product Management role.
*Knowledge Preferred: formal business analyst, engineering or testing experience, knowledge of the financial services industry, familiarity with BI tools, knowledgeable expertise or experience with Scrum Framework.
*Must have demonstrated cross-functional work in previous experience along with strong communication skills, time management, project management skills, business acumen, and high self-awareness/EQ.
*Previous experience with research, analysis, and providing recommendations. Ability to translate product requirements into technical requirements and work in ambiguity and solutioning.
*Ability to analyze and navigate through complex problems; exercise judgment based on the analysis of multiple sources of information.

Nice to Have

Experience with deploying and managing Customer Engagement Platforms.

#LI-Hyrid

Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click here for additiona l information relating to location-based pay structures.

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.

If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click here for information pertaining to compensation and benefits.