American Red Cross favqulodda vaziyatlar va yordamga ehtiyoj tug‘ilgan boshqa paytlarda amaliy ko‘mak ko‘rsatuvchi gumanitar tashkilotdir. Uning faoliyatiga tabiiy ofatlardan jabrlanganlarga yordam berish, qon topshirish xizmatlari, birinchi yordam va yurak-o‘pka reanimatsiyasi bo‘yicha treninglar, favqulodda vaziyatlarga tayyorgarlik ta’limi hamda harbiy xizmatchilar oilalariga ko‘mak berish kiradi. Tashkilot tibbiy xizmatlar, logistika, ta’lim va xayriya xizmatlarini birlashtirib, odamlar va jamoalarga inqirozlarga tayyorlanish, ularga munosabat bildirish hamda yanada mustahkamlik bilan tiklanishga yordam beradi.
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.
Tavsif
- 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.
Talablar
- 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.
Imtiyozlar
- 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.