About Us
UJET leads the way in AI-powered contact center innovation, delivering a future-proof, cloud platform that redefines the customer experience with cutting-edge AI, true multimodality, and a mobile-first approach. We infuse AI across every aspect of your customer journey and contact center operations, to drive automation and efficiency. UJET's AI solutions empower agents, optimize customer journeys, and transform contact center operations for elevated experiences and actionable insights. Built on a cloud-native architecture with a unique CRM-first approach, UJET ensures unmatched security, scalability, and prioritized data insights (without storing PII). Designed for effortless use, UJET partners with businesses to deliver exceptional interactions, smarter decision-making, and accelerated growth in the AI-driven world.
Learn more at www.ujet.cx.
Opportunity
We are looking for an experienced and visionary Senior Product Manager to lead the development of our Workforce Management (WFM) product suite. This role requires a deep understanding of WFM principles, a proven track record of conceptualizing and delivering innovative WFM features, and expertise in leveraging Artificial Intelligence (AI) to enhance workforce management solutions. The Senior Product Manager will be responsible for defining the product strategy, roadmap, and successful execution of WFM features from ideation to market launch, with a particular focus on AI-driven capabilities.
Responsibilities
- Define and champion the product vision, strategy, and roadmap for the WFM product suite, with a focus on AI-driven innovation.
- Lead the entire product lifecycle for WFM features, from ideation, research, and detailed requirements gathering to development, launch, and post-launch optimization.
- Conduct in-depth market research, competitive analysis, and customer feedback analysis to identify unmet needs and opportunities for WFM product enhancements.
- Collaborate closely with UX/UI design, engineering, and other product teams to ensure seamless execution and delivery of high-quality WFM solutions.
- Act as a subject matter expert for WFM, providing guidance and insights to internal teams and external stakeholders.
- Oversee the development of AI/ML models and algorithms to power intelligent scheduling, forecasting, and resource optimization within the WFM product.
- Establish and monitor key performance indicators (KPIs) to measure the success and impact of WFM product features, making data-driven decisions for continuous improvement.
- Partner with marketing and sales teams to develop compelling product messaging, positioning, and go-to-market strategies for WFM solutions.
- Stay abreast of industry trends, emerging technologies, and best practices in WFM and AI to inform product strategy and identify new opportunities.
- Mentor and guide junior product managers, fostering a culture of innovation and excellence within the product team.
Requirements
- 5+ years of product management experience, with at least 2 years in a senior role.
- 2+ years of experience specifically in Workforce Management (WFM) or a related domain within the Contact Center industry.
- Proven experience with AI/ML-driven product development, particularly in areas like intelligent scheduling, forecasting, or resource optimization.
- Bachelor's or Master's degree in Computer Science, Engineering, Business, or a related technical field.
- Demonstrated ability to define new concepts and features and take these from inception to launch for customers
- Track record of leading cross-functional teams to successfully launch commercial products.
- Strong leadership and interpersonal skills
- Excellent oral and writing communication skills
Annual US Hiring Range: $135,000 - $150,000 (negotiable based on exceptionally qualified candidates)
*A candidate’s actual placement within this range will depend on geographic location, work experience, education, and/or skill level.
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UJET is an Equal Opportunity Employer
UJET provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Compliance Responsibilities
Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at UJET require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within UJET. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role-specific SDPC responsibilities.
Why UJET?
- Impactful Work: Be at the forefront of innovation, directly shaping the future of customer experience.
- Dynamic Culture: Join a collaborative, inclusive team that values big ideas, creative solutions, and powerful relationships.
- Comprehensive Benefits: Medical, dental, vision, 401(k) plan, commuter benefits, and more.
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