Manager, Bus Systems Enablement

Key Responsibilities: 

• Support the strategy and roadmap development for omnichannel service products, including Genesys and ServiceNow case management platforms 

• Define, prioritize, and validate product backlog items using user insights, analytics, and stakeholder input 

• Drive execution of product roadmaps, tracking progress, risks, issues, and mitigation plans 

• Translate business strategies into actionable product features, backlog priorities, and release plans 

• Collaborate with cross-functional teams (design, development, business analysis, testing) to deliver end-to-end solutions 

• Facilitate communication and alignment across stakeholders including Experience Center, HR, Finance, Procurement, and Technology teams 

• Monitor product performance using OKRs and metrics to drive continuous improvement 

• Support Voice of Customer initiatives to identify enhancement opportunities and improve service experiences 

• Ensure consistent content strategy and governance in partnership with global content and knowledge management teams 

• Stay current on emerging technologies (including generative AI) to enhance digital service capabilities and omnichannel experiences 

Qualifications 

Education: 

• Bachelor’s degree  in Business, Information Technology, Experience Design, or a related field 

• Advanced degree (MBA or equivalent) preferred 

Experience and Skills: 

Required: 

• Minimum 6+ years of experience in product management, digital product strategy, or user experience delivery 

• Proven ability to deliver customer-facing digital solutions and measurable business outcomes 

• Experience managing timelines, budgets, and cross-functional deliverables in complex environments 

• Prior experience in Agile roles such as Product Owner, Scrum Master, or program management for software products 

• Strong analytical, problem-solving, and data-driven decision-making skills 

• Ability to build relationships, influence stakeholders, and operate effectively in a matrixed organization 

• Excellent written and verbal communication skills, with the ability to engage across all organizational levels 

Preferred: 

• Experience with service management platforms such as ServiceNow and Genesys 

• Experience working within large global organizations and driving change across complex stakeholder groups 

• Certification such as Certified Customer Experience Professional (CCXP) 

• Familiarity with UX design practices (e.g., wireframing, information architecture) 

• Knowledge of omnichannel service delivery and agent experience technologies 

• Experience leveraging analytics and digital metrics to optimize customer experience outcomes 

Other: 

• Language: Fluent in English  

• Travel: Up to 10–15% international travel may be  

• Certifications: Agile (Scrum/Product Owner) or ServiceNow certifications preferred 

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