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    Senior Product Manager - Sydney, Australia - Sustain Recruit

    Sustain Recruit
    Sustain Recruit Sydney, Australia

    3 days ago

    Default job background
    Full time
    Description

    Senior Product Manager - Call Centre Transformation

    About the Client: Our client is a leading player in the B2C consumer space. They are embarking on a massive digital transformation across their core systems an customer journeys. As a Senior Product Manager, you will have the unique opportunity to shape the future of their call center program through cutting-edge automation solutions.

    About the Role: This is a brand new role that will be responsible for digitising and uplifting their capability across their call cycles and sales processes, keeping automation and digital at the forefront of the mind.

    Key Responsibilities:

    • Lead and implement transformative changes in call center processes.
    • Research, audit, and suggest changes to their product roadmap across their core systems (integration CRM and Sales dashboards) to improve and automate their lifecycles.
    • Analyze and map customer journeys, identifying key issues for enhanced effectiveness and automation of calls, sales, and other critical areas.
    • Utilize technical expertise in APIs and system integrations.
    • Proficiency in Salesforce Cloud, Genesys, and other telephony software.
    • Leverage experience with chatbots, AI, and automation processes to enhance program efficiency.

    About the Candidate:

    • Proven experience as a Senior Product Manager in a similar transformation role in telephony and/or call centers.
    • Demonstrated expertise in leading uplifting transformations and transitions in call center processes.
    • Strong understanding of sales cycles and automation customer touchpoints.
    • Strong analytical skills with a focus on customer journey mapping.
    • Technical understanding of APIs and system integrations.
    • Proficient in Salesforce Cloud, Genesys, and other telephony software.
    • Experience with chatbots, AI, and automation processes.

    Perks: Why Join

    • Be part of a dynamic team at the forefront of digital innovation.
    • Contribute to shaping the future of their industry.
    • Leading discounts for their main products.
    • Flexible working 2-3 Days a week from home


    $170K + Super *neg pending on experience

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