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Assistant Director of Product Management - Contact Center

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

Summary

Leads several product managers and/or product owners that are asked to solve hard problems for both customers and the business. Works most closely with engineering and design as the key product leaders responsible for the execution, shipping and ongoing maintenance of digital products. Focused primarily on Contact Center Experience including the contact center platform, telephony, caller authentication, workforce engagement, speech analytics, knowledge management, and automation solutions.

Primary Duties & Responsibilities

  • Vision: Sets the mid-term (1-2 year) vision of a product portfolio (multiple products) including how they will produce business outcomes. Responsible for cultivating an environment of understanding the products. Manages the full product life cycle from strategic planning, building and execution, maintenance and support to end of life retirement.

  • Goals: Sets the product objectives and key results for a product. Aligns the engineering and design team around a common set of goals based on shipping product features.

  • Roadmap: Accountable for providing high-level direction that illustrates the epics and features that will be delivered across a portfolio of products or platform and how it integrates with other cross functional team efforts.

  • Requirements: Accountable for gathering higher level, more complex product requirements and have a general understanding/knowledge of products they are responsible for. Reviews and validates requirements gathered within team.

  • Defines the Product: Identifies and validates problems and/or opportunities for multiple user groups/scenarios across the company. Aligns stakeholders and documents high-level business requirements or manages vendor relationships and any applicable request for proposal (RFP) or proof of concept (POC) processes.

  • Communication: Collaborates cross functionally with business partners including engineering, marketing, design and sales to allow for the smooth and efficient flow of product activities.

  • Data & Customer Research: Specifies the market requirements in relation to the business' product for both existing and future products based on market research realized through interactions with the clients, consumers and prospective users. Uses data and marketplace research to prioritize and create business cases for the development and implementation of product strategies for both internal and external customers.

  • Prioritization: Responsible for setting long term goals for both products and team members. Accountable for helping teams track progress against Key Results and helps balance priorities with corporate strategic initiatives or the introduction of new products.

  • Leadership: Creates the future by fostering an engaging environment and encourage accountability and development. Breaks down barriers so individuals and teams can be accountable and responsible to do their best. Aligns employee's passion to business value outcomes.

  • Data Driven: Builds a culture of making data driven decisions that influence business, engineering and other stakeholders to model this behavior.


Qualifications

  • Bachelor's degree in Computer Science or an equivalent technical, business or financial field.

  • 9+ years of working as a product manager on technology-powered product teams.

  • Working knowledge of modern techniques in product discovery and delivery.

  • Excellent written and oral communication skills, including experience in high-level business discussions and deep technical discussions.

  • Experience using Business Intelligence dashboards and tools (Tableau, Power BI, Looker etc).

  • Certification or course-completion in agile methods (General Assembly, Pragmatic Marketing, svpg etc.).

  • 3+ years of formal people management experience managing other product managers.

  • Ability to work in a matrix organization.

Beyond base salary, NM offers the following benefits; pension, 401k, comprehensive medical, dental, and vision, FREE lunch, annual bonus opportunity, and much more! 

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This job is not covered by the existing Collective Bargaining Agreement.

Required Certifications:

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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.


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