Contact Center Product Owner (Central Government)

Location: Manchester (North West preferred) – 2-3 days on-site (potentially up to 4 days per week)

Duration: 15 to 24 months

Programme Type: Waterfall (not Agile)

Key Responsibilities:

• Define and communicate product vision and strategy for contact centre solutions, ensuring alignment with business needs and government priorities.
• Develop and manage the product roadmap, ensuring delivery of critical contact centre infrastructure enhancements.
• Collaborate with stakeholders across contact centres, customer service teams, and IT to optimize digital service offerings.
• Ensure all product development aligns with government regulations and security standards for contact centre operations.
• Develop risk and issue management plans, proactively mitigating potential blockers in a large-scale contact centre transformation programme.
• Proven experience working on contact centre products, platforms, or digital services.
• Strong background in product management within government and large-scale programme environments.
• Expertise in traditional, structured project management (Waterfall) with excellent planning, risk, and issue management.
• Strong ability to develop and present detailed plans to senior stakeholders, building trust and confidence in delivery.
• Experience in critical infrastructure projects, particularly in customer service and digital transformation.

Ideal Candidate:

• Based in the North West region for easier access to Manchester.
• Strong understanding of contact centre metrics, workforce management, and omnichannel service delivery.
• Comfortable working in a non-agile environment, focusing on structured delivery and programme governance.

Seniority level: Mid-Senior level

Employment type: Contract

Job function: Consulting

Industries: IT Services and IT Consulting