Technical Product Manager - (8X8)

Company: VCA Animal Hospitals
Location: Los Angeles
Posted on: May 28, 2023

Job Description:

SUMMARY OF JOB PURPOSE AND FUNCTION:
The Technical Product Manager, Lead Management Systems (TPM) will be a critical enabler of VCA's new client acquisition and client engagement functions by strategizing, supporting, and enabling the efficient leveraging of the various systems and processes that manage leads at VCA. Accountable for ensuring correct and accurate flow of leads into and through various systems for the purposes of outreach, disposition, measurement and analysis by various teams, the TPM will enable the pursuit of key growth opportunities for VCA.
With their deep technical and analytical expertise, the TPM will liaise between outside agencies, marketing platforms and teams, and call center platforms and teams according to the needs and focus of the business with the goals of facilitating the seamless, timely, accurate delivery of leads into the various platforms and teams that convert them.
The TPM reports to the Director, Direct Response Advertising on the Brand + Marketing team and is a key support member to the VCA Contact Center and Client Experience team as well as other teams that drive and manage leads for VCA, providing technical support and strategic enablement of data and opportunity flows between the related teams in pursuit of company growth objectives.
With a passion for data, analysis and measurement and an exceptional-service-oriented mindset, the TPM will be a technical growth strategist, collaborating on the optimization of VCA's lead management strategy through identifying and supporting the realization of platform and process opportunity and efficiency.
ESSENTIAL RESPONSIBILITIES AND TASKS:

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  Manage 8x8 infrastructure as it pertains to VCA Contact Center enablement and lead management, and provide Subject Matter Expertise (SME) input into solution design, and optimization for Contact Center solutions
  
  
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  Works directly in the 8x8 platform for call routing, integrations, and flows between lead systems and Contact Center systems
  
  
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  Supports Contact Center with the administrative aspects of the 8x8 platform, including permissions, roles, skills, and more
  
  
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  Monitors and reports 8x8 and other platforms' operational status by gathering, prioritizing information, and managing projects
  
  
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  Ensures the successful data transfer of VCA's lead management system (LMS) leads into the 8x8 system completely, consistently, accurately, and on a timely basis.
  
  
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  Work with business leaders and subject matter experts to use technology to improve business processes, promote the strategic use of Call Center and other lead engagement technologies, and enable workforce utilization and efficiency
  
  
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  Work closely with stakeholders to ensure lead management ecosystem capability and functionality meets the needs of the organization
  
  
  EDUCATION/EXPERIENCE:
  
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    Associate or Bachelor's degree in Computer Science, Information Technology, System Administration, Information Systems, or a closely related field, or equivalent experience
    
    
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    4+ years of full-time, recent system administration and/or technical product management experience - 2+ years administering a contact center environment
    
    
    *All degrees will be deemed "or equivalent combination of education and experience" unless absolutely required to do the job (i.e., DVM degree for Veterinarian, Law degree for Attorney, etc.).
    PREFERRED SKILLS AND QUALIFICATIONS:
    
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      Knowledge of 8x8 Call Center solutions, Sitecore [CMT system], PowerBI a plus
      
      
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      Familiarity with Contact Center Operations
      
      
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      Provides training and technical assistance to IT and other staff on 8x8's contact center technology software and related issues
      
      
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      Troubleshoots end user issues related to agent interface
      
      
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      Business Requirements and Operations 20%
      
      
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      Works as the main point of contact for all vendor management with 8x8 and other elements of the lead management ecosystem, including recurring status meetings, product roadmap, and issue management
      
      
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      Proactively initiates and manages understanding of business operations and goals
      
      
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      Proactively initiates and manages gathering pf business and technical requirements and acceptance criteria
      
      
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      Creates solid documentation to ensure requirements are captured and all stakeholders approve
      
      
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      Creates comprehensive project plans with deliverables, timelines and metrics
      
      
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      Conducts trainings and/or creates training materials with internal business users to ensure full understanding and proper usage of tools Data & Performance Metrics 20%
      
      
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      Creates and maintains reports and dashboards to give visibility into performance and other key metrics
      
      
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      Works within the 8x8 platform to extrapolate data and generate reports to keep teams abreast of progress and to identify improvement opportunities
      
      
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      Works with stakeholders to identify gaps in functionality or performance and come up with solutions
      
      
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      Experience working with call center technology and processes
      
      
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      Experience working with the NICE inContact platform
      
      
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      Ability to work independently without relying on significant management oversight
      
      
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      Proficiency in Microsoft Office products
      
      
      CORE COMPETENCIES:
      
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        Communicates Effectively: You enjoy managing multiple client relationships and follow up efficiently.
        
        
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        Customer Focus: You are on the front line with our internal stakeholders ensuring they have a strong knowledge of our product and services they use daily.
        
        
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        Action Oriented: Without specific direction, you are able to creatively provide solutions to any issues our internal stakeholders may have.
        
        
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        Instills Trust: You are the front line for building relationships. You continuously gain trust by providing exceptional customer service.
        
        
        Additional Information:
        Compensation is negotiable based on education, experience, and other relevant credentials. The US base salary range for this full-time position is $88,200 - $132,400. Our salary ranges are determined by role, level, and location . Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only.
        If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find Jobs.
        Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!
        The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development)
        We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com

Keywords: VCA Animal Hospitals, Los Angeles , Technical Product Manager - (8X8), IT / Software / Systems , Los Angeles, California