Senior Product Manager

Job Summary

Leading the product strategy and roadmap for One Stop and Help Desk offerings, the full-time remote Senior Product Manager will drive business outcomes by enhancing student support services through technology integration and operational efficiency.

Key responsibilities

• Own and communicate the product vision, strategy, and prioritized backlog while balancing client needs and operational efficiency
• Set product direction for Amazon Connect-based omnichannel experiences and lead the strategy for conversational AI across voice and chat
• Conduct market and customer discovery to translate unmet needs into differentiated product opportunities and define success metrics for performance evaluation

Required qualifications

• Bachelor's degree in Business, Information Systems, Computer Science, or a related field, or equivalent practical experience
• Typically 5+ years of relevant experience with ownership of SaaS or technology product strategy and delivery, preferably in contact center platforms
• Deep understanding of contact center operations, including omnichannel engagement, IVR, and workforce management
• Hands-on product experience with Amazon Connect or a comparable cloud contact center platform
• Demonstrated experience launching or scaling conversational AI, chatbots, or automated self-service solutions