Product Operations Manager - Remote In Canada Except Quebec

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

The Product Operations Manager is responsible for enabling, operationalizing and representing/visualizing core metrics for the IP & Innovation portfolio. This position works closely with members of development, sales, support and operations to optimize company investment in product offerings and to achieve company goals.

What You'll Be Doing

• Report on leads, opportunities and sales funnel, create balance of maximum reach and sales with lowest royalty and operating cost. Example marketplaces include Genesys AppFoundry, Microsoft AppSource, Salesforce AppExchange, Google GCP Marketplace and AWS Marketplace. Establish the central value creation across every indirect marketplace.
• Deliver the core product KPIs to manage and optimize the IP business
• Implement usage monitoring and reporting for product managers, finance and operations/support
• Establish a streamlined lead, quoting, opportunity, close to entitlement process within D365 (CRM, CPQ, PSA)
• Establish the operating reporting solution for pre sales and post sales
• Work through phases to automate configurations, pricing, authorizations and reporting, integrate customer trouble ticketing between systems (MS Dynamics 365, JIRA) and Teams (T1 – T2 – T3)
• Ensure the needs of the IP business and external customers are represented and understood by the project team
• Set expectations with the team and act as a project manager to identify and manage risks to facilitate the timely completion of projects
• Establish the foundational source of IP product customers, growth, utilization, and revenue
• Lead the expansion and growth of the partner marketplace sales volume

What You Bring To The Role

• Familiar with Agile methodologies with a focus on SCRUM
• Ability to adapt styles to the objective at hand – knowing when to apply pressure, knowing when to compromise to keep development moving forward
• The ability to communicate effectively with all levels of the organization in both written and verbal form
• 3+ years’ experience with influence, oversight or project management of development resources
• Business acumen to translate product feedback into business solutions and incorporate changes into the product roadmap
• Excellent time management, project management, and organizational skills
• Strong understanding of business operations and processes, and the ability to identify and implement solutions that solve management needs
• Preferred skills:
• Bachelors in Computer Science or Business-related (Product or Project Management) field or equivalent work experience
• Ability to influence others across the organization without direct supervisory authority
• 3+ years product or project management experience in a technology services environment
• Agile/SCRUM certifications, training, and project management certifications
• Experience in a contact center environment and related technologies
• Required skills:
• 3+ years’ experience translating complex business requirements into product backlog/detailed software requirements
• Optimistic, self-motivated, energetic approach to work habits, management techniques, and communications

What You Can Expect

• Benefits available to eligible employees include the following: Medical, dental, vision, tax-advantaged health care accounts, financial and income protection benefits, paid time off (PTO) and wellness time off.
• The anticipated range for individuals expressing interest in this position is $120,000 to $180,000. This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

About Us

TTEC Digital, and our 1,700+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). TTEC Engage is a 60,000+ employee service company, with customers in more than 80 countries. Together, we utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital.

TTEC Digital is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.