Senior Product Manager

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USAN is an innovative, hosted contact center solutions provider, a respected community leader, and an all-around great place to work. We promote work-life effectiveness for all of our employees by creating a supportive, flexible, and collaborative work environment. We have a high performance culture, where we treat our employees as individuals, as professionals, as key members of the team, and like family.

The USAN team is seeking a results-oriented, customer-centric Senior Product Manager to define, manage the lifecycle, and deliver USAN Contact Center solutions.

The successful candidate is expected to think and act both strategically and tactically: from the creation of plans, to execution. He or she will be a self-starter, comfortable with ambiguity in a fast-paced and ever-changing environment, and able to think big while paying careful attention to detail.

Duties:

Define the product strategy, the short and the long-term plan (roadmap) for the USAN hosted contact center program
Gather and prioritize market, operations, and customer requirements
Understand and effectively communicate market problems, end-user needs and product opportunities as agile requirements (personas, user stories, and mockups)
Work closely with Engineering, Sales, Marketing, Delivery and Operations to ensure revenue and customer satisfaction goals are met
Monitor and incorporate industry innovations
Innovate and patent new capabilities in conjunction with the CTO

Qualifications:

Formal education and degree in Business/Commerce, Computer Science, Engineering or related field
At least five years of experience with strong technical background in program/product management, particularly SaaS solutions
Experience with enterprise software products and markets, preferably in CRM and/or contact center infrastructure
Must have thorough knowledge of agile program structuring and work planning
Outstanding organizational and interpersonal skills demonstrated by previously working successfully across group boundaries, especially with engineering, sales and analytical teams
Exceptional written, verbal and presentation communication skills and a desire to create an open and collaborative team culture
Ability to liaise between the client, USAN, and 3rd party organizations to ensure collaboration and coordination

Preferred Qualifications:

5-10 years of product management experience working through the full product cycle from initial planning and design to implementation, deployment training and readiness, and on-going operational lifecycle, particularly related to SaaS solutions
Possess specialized knowledge of the best practices for project management and are familiar with various communication technologies
Consulting background with experience and knowledge of best practices related to requirements gathering for large enterprise software or SaaS projects
Ability to travel to customer and non-customer sites (up to 25%)

Job Benefits:

Competitive compensation program
Your own personal office in a beautiful office building
Outstanding benefits package (including medical, dental, vision and life insurance)
401(k) plan
Excellent holiday/vacation plans
Employee Referral Bonus Program
Annual performance-based bonus
Ongoing training opportunities
Visible, exciting work supporting the sales of cutting edge technology and workflow solutions