Senior Director, Technical Product Management
CurrentLead team of senior product engineers for enterprise contact center platforms and constituent communication channels, invoice voice/telephony, chat, secure email, SMS, agent desktop, IVR, bots & conversational AI, and other supporting technology, including cloud-based services. Oversee technology strategy, roadmaps, backlog, and capability prioritization and drive the execution of feature delivery with Architecture and DevOps teams.• Oversee product portfolio of 50+ enterprise capabilities, including new feature intake and feasibility review, requirements management for 300+ feature requests per year, publishing feature roadmaps and backlogs, driving technical delivery across multiple engineering teams, and aligning work to executive business priorities• Served as lead technology strategist, managed $100M budget, and led a project team of 200+ for the implementation of a new 80K+ agent enterprise contact center platform to support the customer care needs of 20+ distinct lines of business; drive improvements in customer engagement, advocate effectiveness, and overall business operations• Led multivendor selection strategy, conducting RFP(s), vendor capability evaluation, vendor selection, pricing, and negotiation of contracts• Identify performance metrics and KPIs and plan improvement opportunities, integrating customer feedback into continuous improvement actions and putting research on capabilities into action to drive meaningful change
