Product Lifecycle Manager, CCaaS (Contact Center as a Service) at Stanford Health Care Tri-Valley in 7600 Gateway Blvd - NEWARK

Job description

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• Day - 08 Hour (United States of America)
• Stanford Health Care is seeking an experienced CCaaS Product Lifecycle Manager to join our Enterprise Contact Center team. The ideal candidate will possess a strong understanding of CCaaS (Contact Center as a Service) building or integrating products within CCaaS, Conversational AI, and Enterprise CCaaS ecosystems.
• This position will lead and manage the product strategy, roadmap and the entire product line life cycle from strategic planning to tactical implementation of assigned products, platforms, and related capabilities. The role provides long-term product ownership and aligns key stakeholders, cross-functional partners, and external partners around an evolving roadmap that supports organizational strategy, priorities, and measurable outcomes.

Responsibilities

• Specify market and organizational requirements for current and future products by conducting primary and secondary market research supported by ongoing engagement and intake with customers, users, and key stakeholders to assess needs, priorities, and opportunities. Translate findings into product requirements and roadmap priorities.
• Deliver Market Requirements Documents (MRDs), Business Requirements Documents (BRDs), and Product Requirement Documents (PRDs) with prioritized features and corresponding justification.
• Develop the core positioning and messaging for the product, understand competition, organizational priorities and relevant trends, and identify potential partners.
• Develop a pricing matrix or other cost, value, or financial analysis, as applicable, for the current and future products.
• Work closely with cross-functional partners and key stakeholders to build and launch the product. Set and manage the rhythm of development, implementation, and adoption.
• Manage assigned product service providers and external partners, including performance, deliverables, risks, and escalations.
• Lead product solution design in partnership with appropriate subject matter experts, and make key decisions on the capabilities, integrations, and implementation approaches to be used for product development.
• Present current and planned product features to customers, users, key stakeholders, governance groups, and executive sponsors to understand requirements, build alignment, and incorporate feedback into the product roadmap. Conduct periodic roadmap reviews to communicate progress, priorities, dependencies, and future direction.
• Responsible for appropriate product development, governance, and implementation processes to launch products on time and resolve complex cross-functional issues.
• Provide source data and data analysis for product development, strategic decision-making, and performance measurement.
• Isolate and manage risks throughout the development and launch process. Monitor the progress and success of each product or product component. Once the product is launched, analyze data and present findings, recommendations, and implications to key stakeholders whilst preserving data privacy and confidentiality agreements.
• Educate internal teams and key stakeholders about the product capabilities, roadmap, changes, and expected value.
• Collaborate with cross-functional teams on projects and initiatives to successfully apply relevant product management, analytics, and improvement methods to critical issues, programs, and strategic organizational priorities.

Requirements

• • Strong experience managing and optimizing omnichannel environments, including CCaaS, telephony, and integrated digital customer touchpoints.
• • Demonstrated hands-on experience in core system administration, platform configuration, and technical troubleshooting (experience with platforms like NICE or Genesys is a strong plus).
• • Familiarity with Agile/Scrum environments, UI/UX prototyping (wireframing, user flows), and managing external vendor deliverables.
• • Able to execute technical workflows effectively.
• • Excellent communication skills with the ability to interface seamlessly across technical teams, operational leadership, and departmental directors.
• This is a Stanford Health Care job.
• Bachelor's degree in a work-related field/discipline from an accredited college or university.
• Ten (10) years of progressively responsible and directly related work experience.
• Understand and use information technology and product management practices to drive process changes.
• Inform and engage audiences via written, oral and visual media.
• Provide leadership and influence others.
• Create and implement comprehensive product communication, stakeholder engagement, and adoption strategies.
• Foster effective working relationships and build consensus across diverse stakeholder groups and organizational levels.
• Analyze and report data on findings and recommendations to support strategic decision-making.
• Discuss strategic and sensitive issues.
• Perform business case development using appropriate financial, operational, value, and outcome measures.
• Estimate market size utilizing TAM (Total Addressable Market) as well as Penetration and Sensitivity analysis, or assess organizational demand, impact, and feasibility, as applicable.
• Perform market and organizational assessments including, primary and secondary market research, landscape mapping, value chain analysis and MRD (Market Requirements Document) and BRD (Business Requirements Document), as applicable.
• Produce product road maps featuring prioritization matrix, KANO Analysis, Cost-Benefit Analysis and go-to-market, implementation, and adoption planning.
• Position products and packaging using Market segmentation, A/B Testing and user messaging, or stakeholder rollout and adoption approaches, as applicable.
• Design products utilizing wire framing, UI/UX design and spec, user flows and rapid prototyping, as applicable.
• Execute resource planning, estimation, schedule tracking, quality assurance, risk tracking, agile software development (Scrum) and project management tools.
• Measure user behavior using appropriate analytics and reporting tools, and use results to inform product decisions.
• Contact Center as a Service (CCaaS) Certification preferred .

Skills

Required

• Provide leadership and influence others.
• Discuss strategic and sensitive issues.

Benefits

• Base Pay Scale: Generally starting at $76.97 - $102.01 per hour
• The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.