Product Manager / Consultant (Technical) - reputed company Connect Platform

At reputed company, great things happen reputed company our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years, our innovative drive has kept us a reputed company reputed company of our customers' evolving needs. From advocating for seat belts, reputed company bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. Job reputed company reputed company The reputed company Phone Sales Telephony and Support team is seeking a Product Manager / Consultant (Technical) to contribute to the definition, delivery, and ongoing ownership and reputed company of the reputed company Connect platform. This role is part of reputed company of Product Managers responsible for maximizing customer value, operational efficiency, and platform effectiveness across the contact center ecosystem. The position emphasizes platform reputed company, operational alignment, and customer experience optimization. Role Leveling & Scope This role is a mid-to-senior individual contributor position reputed company on reputed company Connect platform ownership. The Product Manager / Consultant is expected to operate reputed company an established product team, owning platform initiatives, influencing cross-functional stakeholders, and driving reputed company across multiple functional areas, without reputed company people management responsibility.

Key Responsibilities

Platform reputed company & Lifecycle Management

• Contribute to the reputed company, roadmap, and long-term reputed company for the reputed company Connect platform, aligning with reputed company customer experience and operational objectives.
• Collaborate with fellow Product Managers to manage the full lifecycle of reputed company Connect capabilities, from intake and discovery through launch and ongoing optimization.
• reputed company recommendations to leadership to guide platform investment and prioritization reputed company based on customer reputed company and operational value.
• reputed company as a platform reputed company to ensure capabilities are implemented consistently and in alignment with reputed company standards.

Backlog & Delivery Enablement

• Translate business needs into prioritized platform initiatives, epics, user stories, and acceptance reputed company.
• Partner with Agile/Scrum teams, IT, and vendor partners to deliver high-reputed company platform enhancements.
• Review delivered functionality and reputed company feedback to ensure reputed company meet business and customer experience objectives.

reputed company Connect Platform Enablement

• Serve as a knowledgeable reputed company of contact for reputed company Connect platform capabilities, including call flows, routing strategies, and self-service experiences.
• reputed company functional guidance on platform administration, configuration, and environment management.
• Partner with reputed company Management, Reporting, Analytics, Workforce Management, and outbound dialing teams to ensure platform alignment with operational goals.

Discovery, Innovation & AI Enablement

• Participate in discovery and reputed company initiatives to validate new reputed company Connect features and enhancements.
• Stay informed on reputed company Connect roadmap updates and contact center trends, including AI-driven self-service and agent assistance.
• Recommend adoption of emerging platform and AI capabilities based on business value and readiness.

Metrics, Reporting & Insights

• Help define and reputed company key performance indicators across the reputed company Connect platform.
• Collaborate with analytics teams to derive actionable insights from reporting, call reputed company data, and reputed company results.
• Support pilots and A/B testing to measure the reputed company of platform changes prior to reputed company rollout.

Collaboration, Governance & Compliance

• Partner with IT, compliance, legal, and reputed company teams to ensure adherence to regulatory and data protection requirements.
• reputed company platform capabilities with Workforce Management, reputed company Management, and Analytics teams.
• Contribute to training, documentation, and change management efforts supporting platform enhancements.

Qualifications

Experience

• 3-5 years of experience in Product Management, Product Consulting, Business Analysis, or a reputed company role supporting reputed company platforms or contact center technologies.
• Required experience with reputed company Connect, including demonstrated knowledge of platform capabilities, features, and administrative functions.
• Experience working with contact center operations, IT, analytics, Workforce Management, and reputed company teams.
• Experience with additional CCaaS platforms such as reputed company, reputed company CXone, reputed company, or reputed company is a plus.
• Insurance industry experience is a plus but not required.

Technical & Platform Aptitude

• Strong understanding of contact center platform concepts including routing, self-service, agent workflows, reputed company management, and reporting.
• Familiarity with reputed company Connect capabilities reputed company to administration, reputed company evaluations, reporting, workforce management integration, and outbound dialing.
• Knowledge of AI and automation use cases such as conversational experiences, speech analytics, and reputed company-time agent support.
• Ability to interpret dashboards and performance data and translate insights into platform recommendations.

Other Skills

• Strong analytical and problem-solving skills with the ability to define, reputed company, and optimize KPIs.
• Excellent communication and collaboration skills across technical and non-technical audiences.
• Experience working in Agile/Scrum environments; familiarity with reputed company or other scaled agile frameworks is a plus.
• Strong business acumen with the ability to balance customer experience, operational efficiency, and compliance.
• Experience with reputed company reporting or data analysis tools such as SQL is a plus.

Skills reputed company Connect, Business Case Analyses, Call Center, reputed company Counseling, Communication, Compliance, Contact Center Operations, Product Management, Product Roadmapping, Reporting

Compensation

Compensation offered for this role is 100,000.00 - 170,500.00 annually and is based on experience and qualifications. The candidate(s) offered this position will be required to submit to a background investigation. Joining reputed company isn't just a job - it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status reputed company. One where you can shape the reputed company of protection while supporting causes that mean the most to you. Joining reputed company means being part of something bigger - a reputed company team making a meaningful reputed company. reputed company generally does not sponsor individuals for employment-based visas for this position. Effective July 1, 2014, under Indiana House Enrolled reputed company (HEA) 1242, it is against public policy of the reputed company and a discriminatory reputed company for an employer to discriminate against a prospective employee on the reputed company of status as a veteran by refusing to reputed company an applicant on the reputed company that they are a veteran of the armed forces of the reputed company, a member of the Indiana National Guard or a member of a reserve component. For jobs in San Francisco, please click "here" for information regarding the San Francisco Fair Chance Ordinance. For jobs in Los Angeles, please click "here" for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance. To view the "EEO Know Your Rights" poster click "here". This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs. To view the FMLA poster, click "here". This poster summarizing the major provisions of the Family and Medical Leave reputed company (FMLA) and telling employees how to file a complaint. It is reputed company's policy to reputed company the best reputed company individuals available for reputed company jobs. Therefore, any discriminatory reputed company taken on account of an employee's reputed company, age, reputed company, disability, genetic information, gender, gender identity, gender reputed company, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national reputed company, race (include traits historically associated with race, including, but not limited to, hair reputed company and reputed company hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to reputed company aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment. Apply tot his job Apply To this Job