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Product Manager
Autodesk
San Francisco, CA, United States
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Product Manager, Contact Center Customer Interface
Location: San Francisco, CA- United States
Job ID: 18WD29561
Position Overview
As a Product Manager for Contact Center Customer Interface, you will help to shape the future of the way we support our growing network of subscribers. You will own the Autodesk Customer’s interface to our Contact Center Platform. You will act as the conduit between the business and the development teams, balancing strategic priorities with system stability. Experience with Salesforce Service Cloud and NICE inContact are desired.
The scope of this position will evolve continuously. Comfort with ambiguity and flexibility is required.
Responsibilities
• Gathering user requirements
• Facilitate and manage the product lifecycle and continuously iterate to improve the product
• Manage and communicate tradeoff decisions between scope and schedule
• Act as the subject-matter expert for Contact Center Agent Experience
• Synthesize diverse sets of data to educate the team and drive product decisions
• Engage with customers and partners to understand their needs, articulate our goals and evaluate the impact of our product
• Create product and project roadmaps, coordinate and prioritize fixes and modifications
• Partner with stakeholders, delivery teams, Digital Help product teams, development teams and support teams to assess, initiate, prioritize, refine, and drive products and solutions
• Partner with vendors to understand and influence their product roadmaps
• Above all else, doing the little things that get the team to their goals
Minimum Qualifications
• 5-8 years of experience in a Product Management role where you have shipped multiple products that have scaled
• Demonstrated success in the agile software development process
• Demonstrated success in gathering and transforming customer needs into an actionable product vision and requirements definition
• Effectively deliver presentations to key customers/stakeholders and senior management
• Influence and propose overall project process improvements
• Self-motivated with the ability to prioritize, meet deadlines and manage changing priorities; ability to work under pressure
• Excellent Oral and Written Communications
• Self-motivated leader with excellent time management
• Excellent Organization Skills
• Bachelor's degree
• Knowledge of Salesforce Service Cloud and/or NICE inContact
• Knowledge of JIRA and Confluence
Preferred Qualifications
• Well versed in understanding the customer and agent needs
• Compassionate (not just empathetic)
• Curious
• Entrepreneurial
• Deeply analytical
• Experts in creating a product narrative
• Inspirational to engineers, designers and sales teams on a collective vision
• Detail oriented yet versatile
• Partners and believe that building a great product is a team sport
About Autodesk
With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It's disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone - from design professionals, engineers and architects to digital scientists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.