business system product manager, Contact Center Systems (US Remote)

About the position Responsibilities • Plan, design, prioritize and implement emerging technologies to innovate and improve contact center processes, systems, and service delivery. • Obsess over operational excellence by analyzing tools and systems to make recommendations for improvement. • Contribute to business requirements for key initiatives to ensure customer, partner, and agent success. • Collaborate and establish partnerships with support and business units to continuously innovate and improve end user experience. • Assess value to grow client support network with strategic investments to reduce risk and drive user satisfaction. • Facilitate and present business analytics to key stakeholders. • Inspire and mentor the team by acting as a peer leader in support of business deliverables. Requirements • Bachelor's degree or significant relevant experience • 7 years working across functional areas to design, develop and implement effective business solutions • 5 years building, leading and mentoring teams • 5 years of implementation and/or project management experience • 5 years conducting requirements gathering and analysis • 5 years assessing the impact of change and developing processes for effective implementation • Expert in building and establishing relationships across all levels • Skilled in influencing and managing change • Ability to work in a fast-paced and changing environment • Ability to analyze and diagnose problems and gain buy-in for complex solutions • Ability to think and act both strategically and tactically • Ability to coach and mentor team members • Strong decision-making skills Benefits • Medical, dental, and vision insurance • Basic and supplemental life insurance • Short-term and long-term disability • Paid parental leave • Family expansion reimbursement • Paid vacation from date of hire • Sick time accrued at 1 hour for every 25 hours worked • Eight paid holidays and two personal days per year • 401(k) retirement plan with employer match • Discounted company stock program • Starbucks equity program (Bean Stock) • Incentivized emergency savings • Financial well-being tools • 100% upfront tuition coverage for a first-time bachelor's degree • Student loan management resources • Access to backup care and DACA reimbursement