Product Manager, Customer Service Digital

Meet Our Team:

Customer Service team is responsible for designing and implementing features on top of Pega Platform while building consumer grade Customer Service application features that can be smoothly uptaken by our internal customers; and external customers alike. This team churns out multiple product releases in a year while ensuring we maintain the highest level of product quality and cover multiple scenarios involving Performance, Scalability, HA, Implementation, Security and Accessibility. High emphasis is given to architecture and designs while also enhancing application maturity. You will be the catalyst and focal point guiding a talented engineering team building differentiated products enabling Pega customers in their efforts to serve customers.

Picture Yourself at Pega:

Pega is changing the way the world builds software. In this role, you’ll help us define and deliver the next generation of Pega’s Customer Service product and deliver rich service experience between our clients and their customers. This is your chance to get your hands on leading-edge technology solving urgent, pervasive problems for some of the world’s most recognized and valued brands.

As a Product Manager, you will be responsible for the direction, design and delivery of the Customer Service Digital, Messaging module and drive product related initiatives for Pega’s industry-leading enterprise business CRM software platform. You will help define, create, and manage the technology and features that enable our customers (Internal and External) to build applications built on Pega platform. You will be involved throughout each stage of the product life cycle (conception, definition, development, release, and post-release activities). You will help us drive our vision for the future.

What You'll Do at Pega:

• Drive the winning product(s) vision and strategy in Customer Service Digital for Chat and Messaging domain.

• You’ll use your imagination and creativity to identify solutions to pervasive customer needs and build features that are differentiated and compelling.
• You’ll review and adopt technologies from Pega’s platform team that help you accelerate your roadmap.
• You’ll interact and influence key decision makers in the business to buy into your vision.
• You’ll manage the priorities of one or more engineering teams to implement your roadmap.
• You’ll collaborate with other parts of the business (documentation, training, services, solution consulting, other product managers) to build a strong support ecosystem around your product.
• You’ll be a change agent in driving product features incrementally without losing momentum in a truly agile way.

Who You Are:

The ideal candidate will be someone who thrives in a fast-paced, collaborative, team-oriented, and cross-functional environment. This person will have the right combination of technology, domain and strategy. This person must be a thought leader who expresses facts, thoughts and ideas in a clear, concise, convincing and organized manner, who actively listens, hears and understands what is said as well as not said, and comprehends the meaning and the intent.

• Highly collaborative, and ability to work through ambiguities
• Enjoys making quick decisions under time constraints
• Empathetic and passionate about your products and customers/end-users
• Looking to work within a culture that values urgency and teamwork in a collegiate and supportive environment.
• An effective communicator who is organized, articulate, confident, and polished in front of customers and decision makers.
• Able to slice large features and functionalities into bite-sized chunks to get them built and delivered incrementally to our customers without losing momentum.
• Have a strong appetite to get their hands dirty in the product
• Passionate about solving real customer challenges holistically
• Very strong analytical skills who can think through optimal/configurable customer experiences.
• You are a change agent and have been a consistent top performer in your org.

What You've Accomplished:

• 10-15 years of Overall IT experience and 2+ years of Product Management experience focused on envisioning, designing, and building Customer Service or related products.
• Bachelor’s degree in Computer Science or similar field
• Familiarity with the various technical landscapes of multi-channel business architectures; including CRM, web, mobile, legacy and 3rd party software systems and the key linkages between them.
• Demonstrated success defining, launching, and managing high quality ‘consumer-grade’ enterprise applications
• Knowledge of Agile development methodologies such as SCRUM (as a Product Owner)
• Experience in managing remote senior stakeholders
• Solid understanding of basic software design principles, best practices, and dependencies.
• Strong client-facing interpersonal skills and superb oral, written communication skills.
• Demonstrated desire to learn and develop additional skills and expertise over time.
• Demonstrated ability to thrive in a fast-paced, collaborative, team-oriented, cross-functional environment.
• Demonstrated ability to apply thought leadership and influence others.

Pega Offers You:

• Gartner Analyst acclaimed technology leadership across our categories of products
• The world’s most innovative organizations as reference-able clients
• Continuous learning and development opportunities
• An innovative, inclusive, agile, flexible, and fun work environment
• Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company

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