Customer Service Specialist at TD support 27 million customers' inquiries. Providing financial advice and solutions through exceptional service.
About the role
- Product Manager leading customer service innovations for a cloud-based contact center solutions provider. Collaborating with teams to enhance product development processes and deliver exceptional CX experiences.
Responsibilities
- Own the full product lifecycle from problem discovery to solution delivery, ensuring product excellence at every step.
- Champion a user-first mindset by driving discovery practices, continuous validation, and outcome-focused development.
- Set clear goals and direction for the product team, managing scope, trade-offs, and prioritization in alignment with strategic objectives.
- Ensure effective team rituals and practices, with a strong focus on solving problems as a team.
- Define and measure success metrics to guide iteration and demonstrate product impact.
- Translate strategic objectives into actionable product initiatives and Key Results.
- Manage the daily collaboration with developers, ensuring alignment and smooth execution.
- Balance technical feasibility, business needs, and user value to make sound prioritization decisions.
- Maintain a transparent and up-to-date overview of key initiatives informed by evidence and insights.
- Conduct and synthesize qualitative and quantitative user research to inform product direction.
- Collaborate closely with Customer Success, Support, and Sales to gather ongoing feedback.
- Act as the connective tissue between engineering, design, go-to-market, and customer teams.
Requirements
- 5+ years of senior level product management experience
- 10+ years' experience in related fields
- Experience in CX SaaS
- Hands-on experience with a Product Operating Model
- Proven experience in software product management in a SaaS or enterprise environment
- Deep understanding of product discovery, agile delivery, and the full product lifecycle
- Ability to analyze data, customer feedback, and market trends to inform decisions
- Empathy for users and a relentless curiosity to uncover their needs
- Comfortable working in a fast-paced, iterative, and learning-oriented culture
- Self-starter attitude with a high level of initiative and ownership
Benefits
- Competitive salary
- Flexible, hybrid approach to working; split your time between the office and home
- You get to be part of a fun, driven and supportive team
- Annual Summer and Christmas parties
- Excellent development opportunities and a great company culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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