Cleveland Clinic Health System is hiring a Senior IT Product Manager to own the complete lifecycle for CCaaS and voice products, from strategy through retirement. You will drive the introduction of new features and technologies to enhance customer experience and operational efficiency for our Rhode Island community.

What You'll Do

Analyze market trends and associate preferences to identify product opportunities.
Develop CCaaS and voice product roadmaps and implement strategies to grow adoption.
Own the end-to-end product lifecycle for contact center and voice capabilities.
Drive the introduction of new features, technologies, and automation capabilities.
Oversee strategic vendor relationships including pricing, contract oversight, and performance management.
Evangelize an omnichannel approach to increase adoption of varied digital channels.
Define and measure meaningful business KPIs for CCaaS and voice products.
Direct the preparation of dashboard reports to measure implementation and performance.
Oversee the creation of multi-year strategies using data insights and market analytics.
Ensure product platforms align with security, privacy, regulatory, and audit requirements.
Investigate vendor offerings defining fit to Security, Records Management, and Privacy policies.
Develop sound business proposals including costs, target audience, and ROI.

What We're Looking For

An equivalent combination of education and experience.
Five to seven years of experience in product management.
Direct product management experience with Five9 CCaaS, including voice routing, IVA/IVR, workflows, reporting, and integrations.
Strong knowledge of modern traditional voice platforms and technologies.
Experience working with CRM platforms in a contact center environment.
Proven experience interpreting industry trends and customer needs to identify and build new product offerings.

Nice to Have

Experience with Microsoft Teams Voice and Salesforce.
Experience with Authenticx, Cyara, and NUWAVE.
Familiarity with AI specific services in the CCaaS space.
Experience with Agile, Lean, Six Sigma or other similar continuous improvement methodologies.
Design Thinking and/or User Experience experience.