At a Glance
- Tasks: Lead the development of a next-gen unified communications platform for seamless customer support.
- Company: Join a forward-thinking company transforming customer engagement in London.
- Benefits: Up to £95,000 salary, annual bonus, excellent benefits, and hybrid work options.
- Other info: Dynamic role with opportunities for growth in a digital transformation environment.
- Why this job: Shape a groundbreaking product that revolutionises customer service interactions.
- Qualifications: Experience in product management, knowledge of contact centre technologies, and strong communication skills.
The predicted salary is between 63000 - 77000 £ per year.
Location: London (hybrid)
Salary: Up to £95,000 + Annual Bonus + Excellent Benefits
Type: Permanent
The Opportunity
Our client is undergoing a major digital transformation and is investing heavily in modernising customer engagement across multiple service channels. They are looking for an experienced Product Manager to lead the development of a next-generation unified communications platform, enabling colleagues to deliver seamless customer support across voice, video, chat and digital channels. This is an exciting opportunity to shape a greenfield product that will transform how customer service teams engage with customers.
Key Responsibilities
- Own the product roadmap and backlog for colleague-assisted customer servicing channels.
- Lead the delivery of a unified communications platform spanning telephony, live chat, video and digital messaging.
- Translate strategic objectives into clear product priorities and delivery outcomes.
- Work closely with engineering, architecture and operational teams to deliver secure, scalable solutions.
- Balance customer experience, technical priorities, regulatory requirements and commercial objectives.
- Define KPIs and success measures including customer outcomes, operational efficiency and colleague adoption.
- Manage cross-functional dependencies and remove delivery blockers.
- Use customer insights and operational data to continually improve assisted customer journeys.
About You
You'll ideally have:
- Experience as a Product Manager or Product Owner within a complex, regulated environment.
- Knowledge of telephony, contact centre technologies, APIs and systems integration.
- Experience working with Agile delivery teams.
- Strong stakeholder management and prioritisation skills.
- An understanding of AI-enabled customer service, voicebots or conversational AI would be advantageous.
- Excellent communication skills with the ability to influence technical and business stakeholders.
Product Manager – Contact Centre & Unified Comms in London employer: Brookwood Recruitment Ltd
Join a forward-thinking global tech organisation in Manchester as a Senior HR Business Partner, where you will be empowered to drive strategic HR initiatives that foster an inclusive and vibrant workplace culture. With a strong emphasis on employee growth and collaboration, this role offers the unique opportunity to influence talent management and organisational transformation while enjoying a flexible work schedule of four days per week. Our commitment to diversity, equity, and continuous improvement makes us an excellent employer for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Product Manager – Contact Centre & Unified Comms in London
✨Join Product Management Meetups
Get involved in local product management meetups or workshops. These events are perfect for meeting industry folks, sharing ideas, and staying updated on trends. Plus, you never know who might be hiring—it's a fantastic way to make connections that could lead to a job at places like Brookwood Recruitment Ltd!
✨Show Off Your Product Sense
Create case studies or mini-projects showcasing your product management skills, and share them on platforms like Medium or LinkedIn. This not only puts your skills on display but also boosts your visibility in the product community. Imagine how impressed the hiring team at Brookwood Recruitment Ltd would be by your initiative!
✨Utilise Online Communities
Dive into online product management communities like Product Coalition or Mind the Product. Engage in discussions, ask questions, and share your insights. These platforms are goldmines for networking and finding hidden job opportunities—many companies often scout talent from within these circles.
✨Leverage Your University Network
If you’ve recently graduated or are still in uni, tap into your alumni network for connections in product management. Many universities have their own job boards and affinity resources to help graduates land roles. Don't forget to keep an eye out for job openings at Brookwood Recruitment Ltd through your school's career services!
We think you need these skills to ace Product Manager – Contact Centre & Unified Comms in London
Some tips for your application 🫡
Show Off Your Product Passion:When applying for a product management role like Product Manager – Contact Centre & Unified Comms, let your passion for developing products shine through in your cover letter. Share specific examples of products you've managed, how you solved user needs, and any successful outcomes you've achieved. This is your chance to showcase your understanding of the product lifecycle!
Highlight Your Cross-Functional Skills:Product management isn't just about understanding the product; it’s about collaborating with different teams! Make sure to emphasise your experience working with developers, designers, and marketers. Use your CV to showcase your ability to bridge gaps between these areas, and include relevant experiences that demonstrate your communication and leadership skills!
Include Your Metrics and Achievements:In a full-time product management application, data speaks volumes! Quantify your achievements wherever possible. Did you increase user retention by a certain percentage? Launch a product ahead of schedule? Include these metrics in your CV to paint a picture of your impact and effectiveness in previous roles.
Tailor Your CV to the Role:Make sure your CV is tailored for the Product Manager – Contact Centre & Unified Comms position at Brookwood Recruitment Ltd. Use keywords from the job description and ensure your relevant experiences are front and centre. Highlight any certifications or relevant training you’ve completed that will make you stand out as a strong candidate for the role. And remember, we’re excited to see your application on our website!
How to prepare for a job interview at Brookwood Recruitment Ltd
✨Understand the Product Life Cycle
As a product management candidate, we need to get our head around the complete product life cycle. Be prepared to discuss real-world examples of how you’ve managed product development from ideation to launch. Bring specific insights on tools like JIRA or Trello that can help streamline these processes.
✨Showcase Your Cross-Functional Skills
Product management is all about collaboration. We should be ready to highlight how we’ve worked across teams—think marketing, engineering, and design. Prepare to discuss scenarios where you had to mediate differing opinions and how you got everyone on board with a shared vision.
✨Prepare for Case Studies
In a full-time role, we can expect to encounter case study questions during our interviews. Practise solving hypothetical product problems on the spot, such as prioritising features for a new app or improving user engagement metrics. This will show our analytical thinking and decision-making skills.
✨Know Your Metrics
Let’s face it, numbers are our best friends in product management. We should prepare to discuss key performance indicators (KPIs) and how we've used analytics to inform product decisions. Dive into examples where data has driven our strategy for improvements or justified product changes.
