- 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 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.
