Senior Manager, Business Product Management

Required Qualifications

5+ years of combined experience across product management, vendor management, CX technology, or contact center operations.
Demonstrated experience owning a product, capability, or platform end-to-end, including roadmap, adoption, and commercial enablement.
Experience managing third-party vendors and cross-functional stakeholders.
Experience partnering with IT, Finance, Procurement, Legal, Sales, and Operations in matrixed environments.
Familiarity with CX technologies and contact center platforms (CCaaS, QM, WFM, agent assist, automation, analytics).
Strong financial and business acumen, including comfort with license models, pricing structures, and ROI analysis.
Strong written and verbal communication skills, with the ability to translate between technical, operational, and commercial audiences.
Demonstrated ability to build enablement content, training materials, and structured documentation.
Open to WFH/ Hybrid work set up and night shift

Responsibility Statements

Owns the end-to-end product ownership and vendor relationship for one or more assigned CX technology products.
Defines and maintains the internal product roadmap, translating operational needs, client input, and market signals into prioritized requirements.
Manages day-to-day vendor performance, governance routines, and escalations to ensure SLAs, contractual obligations, and roadmap commitments are met.
Builds and maintains sales enablement assets (playbooks, demo scripts, ROI calculators) and serves as the primary product SME for Sales and Solutioning.
Drives operational adoption across delivery teams in partnership with Operations, Training, and Transformation, and monitors adoption and usage metrics.
Validates vendor invoices, license entitlements, and usage against contracts, and partners with Finance on forecasting and spend transparency.
Supports evaluation of new vendors and capabilities through RFIs, demos, pilots, and structured recommendations to leadership.
Ensures vendor solutions comply with security, data privacy, and regulatory requirements, and escalates risks to vendor performance, stability, or scalability.

See also