Director Customer Experience Platforms Product Management

Location:

• Bangalore, India
• Bratislava, Slovenia
• Monterrey, Mexico
• Glendale, WI, USA
• Aurora, CO, USA

What you will do?

The Director of Customer Experience Platforms Product Management will lead a diverse team of direct reports, indirect reports and 3rd party resources to deliver the Customer Experience of the Future for 7000+ agents and supervisors. The role will focus on the evolution of the customer journey to meet Johnson Controls strategic vision. This role is responsible for the strategy around the products that transform JCIs customer experience and user experience, and the realization of that strategy. There are three product delivery streams that flow into this domain: Contact Center ecosystem, Telecom Routing, Teams Voice. Contact Center ecosystem includes Customer Journey design/scripting, ACD/IVR, Quality Management, Workforce Management, Reporting, Analytics, Conversational AI and other capabilities.

How you will do it?

• Lead technical exploration, innovation, design and development of new features & components
• Drive technical discussions; propose solutions and alternatives.
• Interact with Architects and other members of the team to ensure that solution fits with overall architecture
• Build strong business relationships to better understand requirements
• Translate business requirements into technical requirements
• Make technology understandable to non-technology stakeholders
• Grow the careers of your direct reports, setting goals, understanding their personal vision and getting them the mentors and stretch assignments to achieve that vision
• Drive accountability to operate within Agile DevOps methodology

What we look for?

• The candidate must have a deep technology background in Nice CX one
• Experience with other Customer Experience platforms is highly advantageous
• Strong presentation skills and the ability to communicate to a diverse audience is highly valued
• Candidate should have experience with financial modeling to support the development of future state business cases
• Ability to build relationships and motivate resources who report to different managers
• Ability to align to multiple projects and workstreams and organize the priorities of each

We appreciate that a job description is a wish-list and we encourage candidates to apply even if they don’t believe they tick every box. A career is an evolution and if you are the right candidate to develop into this role, your leadership will provide the mentoring to help you fill the gaps and reach your potential.