Director of Product Management - Contact Center Platform

Company: 8x8
Location: London
Posted on: April 9, 2021

Job Description:

Director of Product Management - Contact Center Platform As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc.--[NYSE: EGHT]--is to transform the future of business communications. The 8x8 Open Communications Platform (TM)--uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter. Director of Product Management - Contact Center Platform About 8x8-- Our Cloud Unified Communications and Contact Centre solutions have become critical to businesses across the globe. 8x8 combines unified communications, team collaboration, contact center, and analytics in a single, open, and real-time platform to help companies improve employee productivity and overall customer experience. About the Role We are looking for a Director of Product Management with significant Contact Center experience. This person would lead a team of product managers and would own the core platform aspects of 8x8's Contact Center offering including cloud services, administration, APIs, core routing, high availability, provisioning, and much more. Basically, everything that doesn't relate to the agent or supervisor experience may land under this Director's area of responsibility. This is why we need someone who is as comfortable talking to engineers and operations as they are to customers and sales people. The ability to translate complex concepts into a form which less technical people can understand and use is important. As Director of Product Management - CC Platform, you will lead a team of product managers as well as work closely with Engineering, Operations, Product Marketing, Support, Professional Services, Sales, Customers, Partners, and many other stakeholders. Key Responsibilities --- Learn and maintain an understanding of 8x8's contact center product architecture from the ground up. --- Work with engineering and product management leadership to agree on vision and core needs and develop product specifications and business requirements. --- Understand the needs of customers especially as they relate to administration, provisioning, routing, and other core contact center functions. --- Partner with key stakeholders to define Go to Market plans and roadmaps --- Own prioritization of work on the CC Platform front working with product, engineering, operations, customer relationship managers, and other key stakeholders. --- Drive buy-in for the product vision from both internal and external stakeholders-- --- Work across teams to drive the success of 8x8's Contact Center product suite --- Work closely with product marketing to drive product launches --- Proactivity identify and resolve issues that impair the team's ability to execute against strategic goals-- Required Experiences and Skills-- --- Experience talking cloud architecture with engineers --- Successfully coordinating product development cycles, schedules-- --- Experience in launching products to customers --- Strong verbal and written communication skills with demonstrated experience in working with key stakeholders --- Strong analytical skills with the ability to use data and metrics to back up assumptions, recommendations and drive actions --- History of teamwork and ability to work with remote teams --- Some engineering experience is a benefit, though not required Working at 8x8 --- Industry-leading, award-winning technology and recognized on two Gartner Magic Quadrants --- Inclusive, supportive and collaborative culture yet with a winning mentality --- Encouragement and environment to make a difference --- Deep passion for doing the best for our customers, giving them the best service and the best technology For a closer look into what life at 8x8 UK Ltd. is about check out our--Instagram --page. 8x8 believes diversity makes our company stronger which is why we are a proud equal opportunities employer and encourage all of our staff to bring their authentic selves to work. We believe in fairness which is why we have been a member of--the Living Wage Foundation for many years and we believe in security so reserve the right to undertake background checks on anyone that we extend an employment offer to. For European Job Applicants our Job Applicant Privacy Notice can be found--here .

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