Senior Product Manager (Contact Center Strategy)

At Lendbuzz, we believe financial opportunity should be more personalized and fair. We develop innovative technologies that provide underserved and overlooked borrowers with better access to credit. From our employees to our dealers, partners, and borrowers, we’ve built a company and a culture around a resolute belief in the promise and power of diversity. We value independent and critical thinking. Lendbuzz is a fintech startup founded in 2015 by MIT alumni using cutting-edge machine learning to revolutionize vehicle financing and change the way deserving borrowers access credit. We are in full scale-up mode with backing from great investors, having recently raised our Series D. We are growing rapidly, and we need your help. Come join us! Join Lendbuzz, where we're shaping the future of auto finance with AI. As a Product Manager for Contact Center Strategy, you'll be at the forefront of crafting our contract center strategy and technology. You'll enhance self-service options, improve customer interactions, and drive innovation. Your role isn't just about products; it impacts every part of our business, with endless opportunities for growth. Come thrive in our dynamic environment, leading the way in AI and machine learning for auto finance. This position offers the flexibility of being hybrid, allowing work either in our Boston office or remotely, with occasional travel to our Boston office as necessary We believe: Diversity is a competitive advantage. We celebrate our differences, and are better when we have a variety of experiences, viewpoints, and backgrounds. Compassion is a strength. We care about our customers and look to build long-term relationships with them. Simplicity is a key feature. We work hard to make our forms and processes as painless and intuitive as possible. Honesty and transparency are non negotiable. We incorporate these traits in all of our interactions. Financial opportunity belongs to everyone. We work every day to improve lives by extending this opportunity. If you believe these things too then we would love to hear from you! Background Checks After an offer is accepted, Lendbuzz conducts a pre-employment background check. Any evaluation of the background check will be subject to an individualized assessment, taking into account the applicant’s or employee’s specific record and the responsibilities and requirements of the particular role. A Note on Recruiting Outreach We’ve been made aware of individuals falsely claiming to represent Lendbuzz using lookalike email addresses (eg @lendbuzzcareers.com). Please note that all legitimate emails from our team come from @lendbuzz.com. We will never ask for sensitive information or conduct interviews via messaging apps. Key Responsibilities: Craft a contact center vision and strategy that’s aligned with tech and operational leaders Orchestrate a holistic, scalable contact center solution that maximizes customer experience while increasing efficiency Create a digital-first strategy shifting call volume intelligently towards digital channels for maximum impact and ROI Align with leadership on key business metrics for collections and customer care Optimize outbound campaigns leveraging ML/Predictive modeling to improve right party contacts rates as well as payment outcomes Collaborate with operations teams on supporting workforce management systems Partner closely with engineering to drive the creation, planning, prototyping, and development of products and features in support of key product metrics and goals Foster strong relationships with subject matter experts, analysts, data scientists, and technology teams across Lendbuzz Own, prioritize and maintain the product backlog Analyze and articulate insights from data to inform product roadmap decisions and drive alignment across functions and senior leadership Break down features into detailed stories and acceptance criteria that can be executed by an agile team. Find ways to deliver value incrementally. Effectively communicate to a wide business audience project status and post-launch measurement of progress Key Requirements: 6+ years of experience in Product Management roles 5+ years of experience in contact center technologies Proven ability to scope and author comprehensive business and technical product requirements. In-depth knowledge of Scrum, Kanban, or other agile software development methodologies Significant experience running inbound and outbound campaigns a must Strong project management skills, with a keen attention to detail and ability to manage projects of varying sizes and scopes Passion for product development, data science, and the intersection of software and finance, with additional experience in financial markets or the automotive industry being a plus. Ability to collaborate effectively across functional groups with adaptability and empathy Proven ability to prioritize and manage multiple complex work streams simultaneously, ensuring efficient and effective project execution. Demonstrated capability to prioritize and manage multiple complex work streams simultaneously, ensuring efficient and effective project execution Strong communication skills for providing clear direction and motivating project teams effectively