Product Manager - Customer Contact Experience Services Assistant Director

The opportunity

The Customer Contact Experience, or CCX, Product Manager has end-to-end accountability for the business and technology success of EY’s global cloud contact center service. The role develops and communicates the product vision and roadmap, translating business priorities into the technical roadmap while ensuring the service remains desirable, viable, functional, secure, reliable, compliant and cost-effective.

The Product Manager leads collaboration across business stakeholders, engineering, operations, architecture, security, privacy, procurement, finance, risk and external suppliers. The role covers the full product lifecycle, from requirements and investment decisions through delivery, adoption, service operation and continuous improvement.

Key responsibilities

• Own and communicate the CCX business product vision, strategy and roadmap, ensuring that business priorities and desired value drive the technical product roadmap and service offerings.
• Act as the voice of the customer and principal point of contact for business stakeholders, engineering, operations and other product teams.
• Gather, validate and prioritize business requirements, feature requests, technical improvements and regulatory obligations.
• Manage the product backlog and lead cross-functional delivery from concept through design, testing, release and operational readiness.
• Oversee service performance, incidents, problems, capacity, business continuity, disaster recovery and continuous improvement.
• Manage Genesys and other technology suppliers, including roadmap alignment, service reviews, escalations, contracts, licensing and commercial discussions.
• Maintain oversight of product costs, forecasts, licensing consumption and investment requirements.
• Ensure compliance with EY security, privacy, data retention, records management, supplier risk and Responsible AI requirements.
• Coordinate required architecture, security, privacy and risk assessments for new capabilities and integrations.
• Define and monitor product KPIs covering service performance, adoption, customer satisfaction, cost and delivery outcomes.
• Communicate product direction, releases and service changes to senior stakeholders and user communities.
• Monitor contact center, cloud, automation, analytics and AI developments and evaluate relevant opportunities for EY.

Skills and attributes for success

• Strong product management, roadmap development and prioritization capability.
• Ability to lead a multi-disciplinary global team through the product lifecycle, create clarity across business and technical stakeholders, and drive a product mindset with limited supervision.
• Strong customer focus with the ability to translate business needs into scalable technical outcomes.
• Excellent stakeholder, supplier, communication, negotiation and decision-making skills.
• Strong analytical, commercial and problem-solving capabilities.
• Ability to balance customer value, cost, operational stability, technical feasibility, risk and compliance.
• Experience working across global teams, cultures and time zones.

To qualify for the role, you must have

• Significant experience in technology product management, service ownership or a comparable end-to-end technology role.
• Strong knowledge of contact center and customer experience solutions, preferably in a global cloud environment.
• Strong business analysis capability, including problem definition, stakeholder facilitation, solution evaluation, requirements specification and maintenance of functional and non-functional requirements.
• Experience planning and delivering product activation, stakeholder communications, documentation and training to increase adoption, remove usage barriers and support organizational readiness.
• Experience managing strategic technology suppliers or managed service providers.
• Understanding of enterprise security, privacy, data protection and regulatory governance.
• Strong written and verbal English communication skills.

Ideally, you will also have

• Experience with Genesys Cloud CX.
• Knowledge of IVR, routing, recording, workforce engagement, digital channels and contact center analytics.
• Understanding of IP telephony, SIP, SBCs, WebRTC, PSTN connectivity and Microsoft Teams telephony.
• Experience with ServiceNow, REST APIs, identity services and enterprise integrations.
• Familiarity with Azure, AWS, Power BI, DevOps, scripting or automation.
• Knowledge of GDPR, privacy impact assessments, data residency, retention and Responsible AI governance.
• Experience with global service operations, business continuity and disaster recovery.

Measures of success

• A clear, actively managed business product strategy and roadmap that demonstrates desired business value and drives an aligned technical product roadmap.
• Reliable, secure and compliant service delivery.
• Effective delivery and adoption of product improvements.
• Strong customer and stakeholder satisfaction.
• Effective supplier, financial and licensing management.
• Measurable improvements in product performance, operational efficiency and customer experience.

What we offer you
The compensation ranges below are provided in order to comply with United States pay transparency laws. Other geographies will follow their local salary guidelines, which may not be a direct conversion of published US salary ranges. At EY, we harness our collective strength to empower you to shape your future with confidence through professional growth, personal fulfillment and an inclusive culture. Learn more at ey.com/us/careers.

• We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business.  The base salary range for this job is: 
  • New York City, Boston, and Washington DC Metro Areas, Washington State, and Southern California offices – $144,000 to $244,800
  • Bay Area California offices – $150,000 to $255,000
  • All other offices locations in the US, including Sacramento – $120,000 to $224,400
• Individual salaries within these ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography.  In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
• Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

Are you ready to shape your future with confidence? Apply today.                                              

• To make the most of your application experience, please limit yourself to two applications within a six-month period.
• EY accepts applications for this position on an on-going basis.
• For those living in California, please click here for additional information.
• At EY, our values set the foundation for how we work and the behaviors we expect of our people. Any misrepresentation or falsification of information or lack of integrity at any point in the recruiting process may result in withdrawal of your candidacy, revocation of an offer or immediate termination of employment.

EY  |  Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

All in to shape the future with confidence.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law.  

EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process,  please call 1-800-EY-HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at ssc.customersupport@ey.com.