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- Tasks: Lead product vision and manage a team to innovate contact centre solutions.
- Company: Join Graphics Unlimited, a leader in transforming government services for millions.
- Benefits: Enjoy hybrid working, flexible hours, and a generous pension scheme.
- Why this job: Make a real impact on vulnerable communities while developing your leadership skills.
- Qualifications: Extensive experience in contact centres and strong leadership abilities required.
- Other info: Work from various digital hubs across the UK with a vibrant company culture.
The predicted salary is between 46600 - 77500 £ per year.
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Join to apply for the Lead Product Manager role at Graphics Unlimited (Vic) Pty Ltd
Pay up to £77,740, plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work life balance.
DWP. Digital with Purpose.
We are looking for a Lead Product Manager to join Digital Channels for the Next Generation Contact Centre (NGCC) & Contact Centre Modernisation Programme (CCMP).
As our Lead Product Manager, you\’ll shape the future of contact centre services, evolving a suite of products, aligning them with strategic goals and delivering real impact.
We\’re driving a once-in-a-generation transformation of government services, using fresh ideas and leading-edge technologies to create innovative, scalable, and user-centric contact centre solutions.
We\’re part of the UK\’s biggest government department, administering the state pension and a range of working age, disability, and ill health benefits to around 22 million claimants and customers. People who use our services are among some of the most vulnerable in our society.
The scale of what we do is extraordinary, with over 35,000 agents and receiving circa 80 million calls a year.
You and your role
You\’ll work with and lead our product teams, using your contact centre domain knowledge to develop product roadmaps and handle complex issues.
Together with the Architects, Engineers, Operational colleagues and business strategy teams, you\’ll co-develop applications that enable millions of DWP citizens to access essential support, payments and to get into work.
This Is a Key Senior Leadership Role. You Will
- Drive product vision, roadmaps, and lifecycle management.
- Collaborate with diverse internal and external stakeholders.
- Empower and lead a team of Product Managers and Analysts.
- Share expertise and mentor others in product management best practices.
- Engage with our vibrant Product Community of Practice to innovate and grow.
What skills, knowledge and experience will you need? How will this be assessed?
Technical Statement
Our application process includes both a technical statement and a personal statement. This is your opportunity to showcase clear examples and evidence of how you meet the following:
- You must be able to understand, analyse, and evaluate complexity and risk across a range of contact centre solutions, with experience in deploying and/or managing Genesys, NICE, or other enterprise or cloud-based platforms.
- This should include inbound and outbound capabilities, workforce management (WFM), real-time and historical reporting, and agent desktop tools, along with familiarity with Verint or similar quality management products and Omilia or other conversational AI solutions.
Personal Statement
- You must have extensive experience in the contact centre industry with deep skills and understanding of a wide range of contact centre products, and their successful iterative development.
- You are able to use this experience to get the best from a multidisciplinary team in a contact centre environment.
- Exceptional leadership skills in a contact centre operating model environment with the ability to develop and own Product Strategy.
- Experience of influencing stakeholders in difficult circumstances, manage conflicting views and diffusing challenging situations.
- Experience of making a decision under pressure in a time critical live service environment.
Details. Wages. Perks.
Location: You\’ll join us in one of our brilliant digital hubs in Birmingham, Blackpool, Leeds, Newcastle, Manchester or Sheffield, whichever is most convenient for you.
Hybrid Working: We work a hybrid model – you\’ll spend some time working at home and some time collaborating face to face in a hub.
Pay: We offer competitive pay of up to £77,740.
Pension: You\’ll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £22,521 per year.
Holidays: A generous leave package starting at 26 days rising to 31 days over time.
You can also take up to 3 extra days off a month on flexi-time. You\’ll also get all the usual public holidays.
We have a broad benefits package built around your work-life balance which includes:
- An award-winning environment and culture: Employer of the Year 2023 (Women In IT Awards), Founders Award for Outstanding Digital Leadership 2023 (Digital 100)
- Flexible working including flexible hours and flex-friendly policies
- Time off volunteering and charitable giving
- Bring your authentic self to work with \’I Can Be Me in DWP\’
- Discounts and savings on shopping, fun days out and more
- Interest-free loans to buy a bike or a season ticket, so it\’s even easier for you to get to work and start making a difference
- Sports and social activities
- Professional development, coaching, mentoring and career progression opportunities.
Process
We know your time is valuable so our application and selection process is just two stages:
- Apply: complete your application on Civil Service Jobs. There\’ll be full instructions when you click through.
- Interview: a single stage interview online.
CLICK APPLY for more information and to start your application.
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Lead Product Manager employer: Graphics Unlimited (Vic) Pty Ltd
Contact Detail:
Graphics Unlimited (Vic) Pty Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Product Manager
✨Tip Number 1
Familiarise yourself with the latest trends in contact centre technology, especially platforms like Genesys and NICE. Being able to discuss these technologies confidently during your interview will demonstrate your expertise and passion for the role.
✨Tip Number 2
Network with professionals in the contact centre industry, particularly those who have experience in product management. Engaging with them on platforms like LinkedIn can provide you with valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to showcase your leadership skills by thinking of specific examples where you've successfully led a team or managed a project under pressure. This will help you stand out as a candidate who can thrive in a fast-paced environment.
✨Tip Number 4
Research Graphics Unlimited (Vic) Pty Ltd and their recent projects or initiatives. Understanding their mission and values will allow you to tailor your conversation during the interview, showing that you're genuinely interested in contributing to their goals.
We think you need these skills to ace Lead Product Manager
Some tips for your application 🫡
Understand the Role: Before you start writing, make sure you fully understand the Lead Product Manager role. Review the job description carefully and note the key responsibilities and skills required. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Strong Technical Statement: In your technical statement, provide clear examples of your experience with contact centre solutions, particularly with platforms like Genesys or NICE. Discuss specific projects where you've managed complexity and risk, showcasing your ability to deliver results in a high-pressure environment.
Personal Statement Focus: Your personal statement should reflect your extensive experience in the contact centre industry. Highlight your leadership skills and your ability to influence stakeholders. Use concrete examples to demonstrate how you've successfully developed product strategies and led multidisciplinary teams.
Proofread and Edit: Once you've drafted your application, take the time to proofread and edit it thoroughly. Look for any grammatical errors or unclear phrasing. A polished application reflects your attention to detail and professionalism, which are crucial for a senior leadership role.
How to prepare for a job interview at Graphics Unlimited (Vic) Pty Ltd
✨Showcase Your Leadership Skills
As a Lead Product Manager, you'll need to demonstrate exceptional leadership abilities. Prepare examples of how you've successfully led teams in the past, particularly in a contact centre environment. Highlight your experience in mentoring others and driving product strategy.
✨Understand the Technical Landscape
Familiarise yourself with the specific technologies mentioned in the job description, such as Genesys, NICE, and Omilia. Be ready to discuss your experience with these platforms and how they can be leveraged to improve contact centre services.
✨Prepare for Stakeholder Management Scenarios
Expect questions about managing conflicting views and diffusing challenging situations. Think of instances where you've influenced stakeholders under pressure and be prepared to share these stories during the interview.
✨Demonstrate Your Problem-Solving Skills
The role involves handling complex issues, so be ready to discuss how you've approached problem-solving in high-pressure environments. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
