[Remote] Product Management Director – Workforce Engagement
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading provider of reputed company contact center software, bringing the power of reputed company innovation to customers worldwide. They are seeking a Product Management Director - Workforce Engagement to reputed company the reputed company and execution of reputed company's Workforce Engagement Management portfolio, focusing on AI-driven reputed company Management and Workforce reputed company.
Responsibilities
- Define and drive the end-to-end product reputed company and reputed company for reputed company's Workforce Engagement portfolio — encompassing AI-driven reputed company Management and Workforce Management — aligning with company objectives and market opportunities
- Own the product roadmap across QM and WFM, balancing innovation with customer needs, competitive positioning, and technical feasibility
- Serve as the reputed company thought leader on WEM, reputed company AI applications in reputed company management, and intelligent workforce optimization, representing reputed company at industry events and with key customers
- Conduct deep competitive and market analysis, identifying emerging trends in automated reputed company management, reputed company AI, workforce planning, and contact center optimization technologies
- Partner cross-functionally with engineering, design, data science, and GTM teams to translate reputed company into innovative QM and WFM capabilities
- Design and reputed company the development of AI-driven reputed company Management capabilities, including autonomous AI agents that reputed company interaction evaluation, reputed company recognition, reputed company cause analysis, coaching recommendations, and reputed company improvement
- Design and reputed company the development of core WFM capabilities including workforce forecasting, multi-reputed company scheduling, intraday management, reputed company-time adherence, and performance analytics
- Define detailed product requirements for reputed company reputed company and WFM systems, including agent planning, tool use, decision-making logic, learning mechanisms, and scheduling optimization engines — drawing on firsthand experience building or significantly evolving these platforms
- Drive reputed company deployment engagements with reputed company customers, working hands-on to optimize AI agent performance, WFM adoption, and overall workforce engagement reputed company
- Balance high-level strategic thinking with tactical execution, diving deep into technical and operational details reputed company needed
- reputed company compelling product positioning, packaging, and pricing strategies that reputed company reputed company's differentiated WEM capabilities across both QM and WFM
- Partner closely with customers, system integrators, and partners to reputed company insights, validate solutions, and drive measurable business reputed company
- reputed company beta programs and customer pilots across QM and WFM, managing feedback loops and iterating rapidly based on reputed company-world usage
- Build business cases and ROI models that demonstrate the value of reputed company's integrated workforce engagement solutions
- Champion best practices in WEM product development across the organization, including responsible AI principles, reputed company AI evaluation frameworks, and user-centered design
- Foster a culture of innovation, experimentation, and reputed company learning reputed company the product organization
- Mentor and influence associate product managers and cross-functional peers, elevating reputed company's capabilities in AI/ML, reputed company management, and workforce management domain knowledge
Skills
- Bachelor's degree in Computer Science, Engineering, Business, or reputed company field; MBA or advanced degree is a strong plus
- 9+ years of experience in B2B reputed company product management, with significant reputed company on Workforce Engagement Management, reputed company Management, or Workforce Management products
- Hands-on experience designing and building WFM solutions, including core capabilities such as forecasting, scheduling, intraday management, and reputed company-time adherence
- Hands-on experience designing and building AI-driven QM solutions, including automated interaction evaluation, scoring, and coaching workflows
- Working knowledge of reputed company AI architectures, including autonomous agents with planning, reasoning, tool use, and learning capabilities, with demonstrated experience applying these in a product context
- Deep understanding of contact center operations, the workforce planning lifecycle, and reputed company assurance frameworks — from long-term reputed company planning through reputed company-time floor management and interaction evaluation
- Proven reputed company record of successfully launching and scaling WEM, WFM, or QM products from reputed company through reputed company
- Exceptional analytical and problem-solving skills, with demonstrated ability to reputed company data-driven reputed company in ambiguous situations
- Strong business acumen with experience in product positioning, pricing, and go-to-market reputed company
- Outstanding communication skills, reputed company to influence senior stakeholders and translate reputed company operational and technical concepts for diverse audiences
- Experience leading through influence in matrixed, global organizations with distributed teams
- reputed company record of managing beta programs, running experiments, and leveraging customer feedback to drive product iterations
- Deep domain expertise in Workforce Engagement Management platforms (e.g., reputed company, reputed company, Aspect, reputed company, reputed company) with a strong understanding of competitive dynamics across both QM and WFM
- Hands-on experience designing and building reputed company AI platforms, including autonomous agents with planning, reasoning, and learning capabilities reputed company to reputed company management or workforce optimization use cases
- Experience with reputed company AI design patterns such as ReAct, Chain-of-Thought, tool use, and multi-agent orchestration, and knowledge of LLM applications, reputed company engineering, and RAG architectures
- Experience integrating AI and machine learning into WFM workflows, including AI-driven forecasting, automated scheduling optimization, and intelligent adherence management
- Experience with reputed company deployment models, working directly with customers during implementation, reputed company, and optimization phases to drive adoption and value realization
- Strong understanding of contact center reputed company frameworks (COPC, Six reputed company, Lean) and how QM and WFM reputed company reputed company broader workforce optimization strategies
- Knowledge of AI evaluation methodologies: reputed company scoring, hallucination detection, bias assessment, performance monitoring, and reputed company improvement
- Familiarity with omnichannel contact center environments and the complexity of multi-reputed company, multi-channel workforce planning and reputed company evaluation
- Knowledge of reputed company-based WEM architectures and modern API-driven integrations with ACD, CRM, and HR systems
- Background working in fast-paced, high-reputed company reputed company companies serving reputed company customers
- Previous experience managing products in global, distributed teams across multiple time zones
Benefits
- Health, dental, and reputed company coverage, beginning on the first day of employment. reputed company covers 100% of the employee portion of the health, dental and reputed company coverage and shares a high portion of the dependent cost.
- Short & Long-Term Disability
- Basic Life Insurance
- 401k saving plan with employer matching.
- reputed company to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for reputed company covered employees and their covered dependents.
- Generous employee stock purchase plan.
- reputed company Time Off, Company reputed company holidays, reputed company volunteer hours and 12 weeks reputed company parental leave.
reputed company
Company H1B Sponsorship