Call Center Product Manager, Core Infrastructure & Business Intelligence

The Call Center Product Manager, Core Infrastructure & Business Intelligence is responsible for defining product features, documenting business requirements, ensuring project delivery, prioritizing enhancements, managing application releases, and allocating project resources. The ideal candidate is a strategic thinker with excellent communication skills and a strong background in customer service technologies.

Essential Functions

- Leads and manages complex department-wide programs to ensure the delivery of individual projects following established WSSC Water policies and procedures

- Forms and leads internal project teams to deliver the program deliverables

- Develops and implements plans that include a breakdown of work structures, processes, dependencies, resources, stakeholders, risks, and schedules

- Defines and implements 5-year digital roadmaps for planning and executing product lines and defining short-term outcomes to meet business objectives

- Collaborates with stakeholders to identify and define key features for the customer service application suite, including internal and external facing applications

- Gathers and documents detailed business requirements to guide the development process

- Oversees the project lifecycle from inception to delivery, ensuring timely and within-budget completion

- Evaluates and prioritizes product enhancements based on customer feedback, market trends, and business goals

- Coordinates with IT Development, IT Quality Assurance, and CSD Training teams to plan and execute application releases

- Manages and allocates resources effectively to ensure project success

- Leads and mentors a team of Customer Service Operations Specialists, Collections Data Analysts, and Workforce Analysts, providing guidance and support to ensure their success

- Communicates clearly and consistently with stakeholders, providing updates on project status and road map

- Conducts market research to stay informed about industry trends and computer offerings

- Supervises employees, including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination

Other Functions

- Works with customer service department internal customers and project delivery teams to establish critical quality control checkpoints, including acceptance criteria sign-off, project schedule and timeline commitments, critical path definition, training, and project status reporting

- Leads day-to-day coordination for the various project teams and subject matter experts (SMEs) to ensure cross-departmental communication, problem identification, and resolution

- Facilitates all communication between the project teams and customer service department divisions

- Ensures on-time, on-budget delivery of fast-track, high-profile projects using innovative delivery methods

- Provides quality assurance of project work plans and technical documents

- Coordinates with change management teams to ensure all impacted user groups are informed and consulted with proactive communication, training, and change management

- Performs other related duties as assigned

Work Environment And Physical Demands

Work is performed in a business casual office environment

Required Knowledge, Skills, And Abilities

- Excellent portfolio, program, and project management skills

- Comprehensive knowledge of project management concepts

- Exceptional analytical and conceptual skills, translating complex concepts using simple terms and examples

- Extensive knowledge of business process design, workflows, data analysis, and business performance measurements

- Strong knowledge of budgeting and financial management

- Demonstrated ability to lead, engage, and work with staff and other partners on process improvement and creative problem-solving

- Ability to influence and work collaboratively with diverse stakeholders to determine the best solutions

- Ability to establish and maintain effective working relationships with other WSSC Water Departments, consultants, and vendors

- Ability to effectively direct the work of project team members engaged in a variety of activities and major projects

- Ability to communicate effectively, both verbally and in writing, regarding complex technical and administrative matters

- Ability to prepare and deliver presentations to senior management

- Ability to work independently with strong negotiating, problem-solving, and analytical skills

Minimum Education, Experience Requirements

- Bachelor’s degree

- PMP certification

- 6+ years’ experience in project management, business analysis, or related experience