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American Red Cross
American Red Cross
DobrodelnostLogistikaZdravstveno varstvo
American Red Cross je humanitarna organizacija, ki zagotavlja praktično podporo med izrednimi dogodki in v drugih obdobjih stiske. Njeno delo vključuje pomoč ob nesrečah, storitve darovanja krvi, usposabljanje iz prve pomoči in kardiopulmonalnega oživljanja, izobraževanje o pripravljenosti na izredne dogodke ter pomoč vojaškim družinam. Z združevanjem zdravstvene oskrbe, logistike, izobraževanja in dobrodelnih storitev organizacija posameznikom in skupnostim pomaga, da se pripravijo na krize, se nanje odzovejo in si opomorejo z večjo odpornostjo.
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Delovna mesta v podjetju

Associate Product Manager, Contact Center Platforms

Guide American Red Cross contact center, IVR, and AI products to improve humanitarian service delivery. Shape routing, automation, analytics, and digital self-service across client journeys.

USZdružene države Amerike
90.000 $ – 110.000 $ / leto
Na daljavoPolni delovni časSeniorVodjaZahtevani Jezik: angleščinaPredstavnik klicnega centra
AWSOblak

Opis

  • Steer the contact center platform to improve workforce productivity, real-time insight, and AI-enabled service delivery.
  • Translate business strategy into system capabilities, aligning technical and business teams.
  • Lead discovery with stakeholders and gather requirements using design thinking and business analysis.
  • Assess user and business needs, opportunities, challenges, and risks during product design.
  • Use reliable data to guide decisions and drive ongoing improvement.
  • Develop human-centered product ideas with service designers and technical teams.
  • Bring cross-functional teams together to review and align product requirements.
  • Structure Agile user stories into epics, phases, and functions.
  • Coordinate active and backlog stories with the Product Manager, Scrum Master, and technical team.
  • Support user acceptance testing and the creation and execution of QA test cases.
  • Track performance measures and assess requests for system changes.
  • Prepare product communications and end-user training, including knowledge base content and release notes.
  • Lead AI features such as sentiment analysis, coaching support, automated summaries, and chatbots.
  • Oversee the full client journey across IVR and call-routing systems.
  • Improve IVR flows to reduce transfers, loops, and unnecessary agent searches.
  • Maintain phone number settings and call-forwarding rules for chapter and field offices.
  • Direct the public inquiry line’s retirement while preserving other ways for clients to reach the organization.
  • Serve as the main product contact for contact center operations, chapter and field offices, and technology partners.
  • Set and monitor success measures and report progress to leadership.
  • Manage vendors providing telephony, IVR, and AI tools.

Zahteve

  • Bachelor’s degree.
  • At least seven years of experience.
  • No supervisory experience required.
  • Must be authorized to work in the United States; employment visa sponsorship is unavailable.
  • At least four years in product management, including two years or more with contact center, customer experience, or telephony/IVR products.
  • Experience serving varied end-user communities and working with business stakeholders.
  • Background in product design and development and business process redesign.
  • Experience with Agile development methods.
  • Experience applying design thinking.
  • Skilled with Microsoft Outlook, Project, Visio, Excel, and PowerPoint.
  • Proficiency with Jira, Mural, and Lucidchart.
  • Hands-on experience with contact center platforms such as Salesforce Service Cloud Voice, Genesys, NICE, Five9, Amazon Connect, or comparable systems.
  • Experience with AI or machine learning product features, such as sentiment analysis, speech analytics, summaries, or conversational AI and chatbots.
  • Strong grasp of IVR design and call routing and forwarding architecture.
  • Can turn unclear operational problems into clear, prioritized product requirements.
  • Strong analytical ability and experience defining and tracking operational KPIs.
  • Experience with AWS Connect, Service Cloud Voice, or other contact center tools.
  • Experience retiring or migrating legacy systems while minimizing service disruption.
  • Able to coordinate work and deadlines across concurrent projects.
  • Experience working with internal customers, managers, and external vendors.
  • Skilled at managing expectations and emerging issues.
  • Experience synthesizing technical and business information for leadership presentations and reports.
  • Self-directed, motivated, and an excellent communicator with strong interpersonal skills.

Ugodnosti

  • Medical, dental, and vision plans.
  • Health spending and flexible spending accounts.
  • Paid time off starting at 15 days annually, depending on role and tenure.
  • 11 paid holidays: six core holidays and five floating holidays.
  • 401(k) with up to a 6% employer match.
  • Paid family leave.
  • Employee assistance program.
  • Short- and long-term disability coverage and insurance.
  • Service awards and recognition.
  • Fully remote work from home.
  • Approximately 5% periodic travel, including meetings and conferences.
  • Mentorship and career development opportunities.

Sorodna delovna mesta