About the position
The Senior Product Manager has a key role in establishing NICE’s vision, strategy, and product roadmap for NICE’s Customer Experience Analytics solutions. The role requires a high-energy individual who excels at working with cross-functional teams in a technical space and is comfortable in leading a team effort, as well as influencing others to achieve company objectives. The Senior Product Manager is the champion for their products throughout each product's lifecycle, from strategic definition to technical design to end-of-life planning. The core objective of the Senior Product Manager is to optimize product profitability by maximizing customer satisfaction through timely delivery of appropriate and useful products/features, with clearly articulated product positioning that effectively communicates the value proposition of the NICE solution. The Senior Product Manager represents customer needs in product definition documents and on cross-functional program teams, ensures product acceptance in the market, and plans orderly transitions of products from one version to the next. Together with Product Marketing and Development, and other members of the Product Management team, the Senior Product Manager will help the company develop a product roadmap that ensures NICE offers highly competitive solutions to its customers.
Responsibilities
- Develop market and product requirements for the NICE product/solution offering, based upon customer, competitive, technical, and market information.
- Define the roll-out plans for delivering the individual products to market.
- Develop product positioning, packaging, and pricing strategies.
- Champion the product launch process for and within NICE, including with potential customers.
- Work with partners, customers, and NICE sales to understand business’ needs regarding interaction analytics with the contact center.
- Develop and maintain appropriate 'Product Requirements Backlogs' detailing the business and technical requirements for each release.
- Assist with the development of the functional/technical design for the features and functions called for by the product requirements.
- Manage relationships across functional groups and influence cross-functional groups without direct hierarchical ownership of teams or products.
- Prioritize and update defects, improvements, and enhancements.
- Design / Storyboard and develop product demonstration scenarios within the application.
- Participate in customer-facing sales meetings, events, and user conferences as a product expert.
- Perform competitive analysis and become the reference point for knowledge of the competition’s relevant product(s).
- Communicate the value of the Nexidia solutions to a wide range of audiences, including internal employees (primarily sales, services, and support), customers, prospects, and partners.
- Communicate in an effective and professional way with customers in and outside of NICE CXone.
Requirements
- Bachelor’s Degree in Computer Science, Business Information Systems, Marketing, or similar field or equivalent work experience required.
- 8+ years’ experience with software product management, professional services, or in another relevant role.
- Excellent written and oral communication skills.
- Demonstrated experience as a persuasive and persistent advocate for customer needs.
- Excellent cross-functional team leader with project management skills.
- Demonstrated ability to take the initiative and work in a self-directed manner.
- Ability to thrive in a changing environment.
- Ability to communicate comfortably across all levels of corporate structure.
- Ability to work with sales executives and assist with opportunities as subject matter expert, especially when offerings are new to market.
Nice-to-haves
- Contact Center Business experience preferred.
- User experience / Graphic design skills a plus, but not required.
- Knowledge of telephony infrastructure a plus, but not required.
- Bachelor’s Degree (MBA preferred).
- Experience with Contact Center solutions including self service, GenAI/LLMs, Speech Transcription, PLG, and APIs.
- Experience managing one’s own time and balancing many different projects simultaneously.
- Experience with software development, networking, hosted applications, telecommunications, or other similar technical products.
- Experience with a SaaS product set.
