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.