Senior Director, Product Management focusing on Firm Intelligence solutions at Litera. Driving innovation in legal technology and collaborating with law firms for strategic growth.
About the role
- Experienced Product Manager at Mindera leading the evolution of Contact Centre platform. Join a team to enhance customer journey and operational excellence across diverse technologies.
Responsibilities
- Own and develop the product vision, strategy, and roadmap for the Contact Centre platform.
- Create and maintain a structured, prioritised backlog aligned to operational goals and technical feasibility.
- Translate ambiguous requests into clear, actionable requirements.
- Collaborate with engineering, operations, and CX teams to ensure alignment across Zendesk, Twilio, Google CCAI, and Dialogflow CX capabilities.
- Identify and drive automation opportunities across voice and digital channels.
- Optimise end-to-end agent workflows to improve efficiency, quality, and customer experience.
- Improve system-to-system handoff, ensuring a seamless journey for customers and agents.
- Analyse performance, pain points, and data insights to inform prioritisation and continuous improvement.
- Communicate progress, risks, and outcomes clearly to senior stakeholders.
Requirements
- Proven experience as a Product Manager in a Contact Centre, CX platform, or similarly complex operational environment.
- Strong understanding of Zendesk, Twilio, and conversational AI platforms (Google CCAI / Dialogflow CX experience highly beneficial).
- Demonstrated ability to impose structure quickly: build backlogs, define requirements, and set direction in ambiguous environments.
- Excellent problem-solving skills and the ability to translate operational challenges into actionable product initiatives.
- Strong stakeholder management and communication skills, especially with non-technical teams.
- A passion for operational excellence and improving the customer journey at scale.
Benefits
- Fun, happy and politics-free work culture built on the principles of lean and self-organisation
- Competitive Rates
Job title
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Experience level
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Not specified
Degree requirement
Location requirements
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