Global Revenue – Sr. Product Manager

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🕒 Junho 2

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ResMed

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 1989

🏥 Saúde

🏭 Manufatura

⚕️ Seguro de Saúde

💰 Post-IPO Debt em 2019-07

Healthcare • Manufacturing • Healthcare Insurance

A ResMed é líder global em tecnologia do sono e cuidados respiratórios, focada na melhoria dos cuidados fora do ambiente hospitalar para melhorar a saúde e a qualidade de vida de indivíduos com doenças crônicas. Com mais de 30 anos de inovação, a ResMed desenvolve tecnologia transformadora e fornece plataformas de software que apoiam profissionais de saúde e cuidadores a ajudarem os pacientes a gerenciar sua saúde em casa ou em locais de cuidado preferenciais. A empresa está comprometida com a diversidade e inclusão, apoiando uma ampla gama de profissionais na construção de carreiras significativas, moldando o futuro dos cuidados de saúde conectados com o objetivo de impactar 250 milhões de vidas em todo o mundo.

Descrição

• Own, develop, and maintain the Global Revenue CCaaS Product Roadmap • Ensure continuous roadmap alignment with the Global Revenue CRM Product Manager • Maintain deep, current knowledge of CCaaS platforms • Apply prior real-world CCaaS implementation experience to guide roadmap decisions • Present and robustly defend product strategy, architectural recommendations, and roadmap priorities to global leaders and executive stakeholders • Drive a globally harmonized approach to contact center operations • Partner closely with GTS and Revenue Technology leadership to define integrated platform strategies • Collaborate with regional Customer Service and Revenue teams to ensure consistent adoption of global standards and platforms • Lead cross-functional workshops to surface requirements, define user stories, and identify opportunities for automation • Establish and chair the Global CCaaS Change Control Board • Independently gather global requirements and translate them into implementation-ready user stories • Develop and maintain a unified global backlog of CCaaS and Service Intelligence requirements • Partner with delivery teams throughout design, implementation, and stabilization phases • Measure adoption, performance, and business impact of CCaaS capabilities

🎯 Requisitos

• 8+ years of experience in CCaaS technology, contact center operations, or product management supporting large-scale customer service organizations • Proven track record of successfully leading or contributing to CCaaS platform implementations, enhancements, or global rollouts with a practical knowledge of emerging technologies • Hands-on, practical experience with NICE inContact, including routing, IVR/IVA design, agent experience, reporting/ analytics and skills-based routing and experience with deploying self-serve processes and Agentic AI • Experience supporting global service operations across multiple regions and time zones • Demonstrated ability to operate independently in a senior PM capacity with minimal oversight while developing, managing, and communicating a multi-region product roadmap • Experience deploying productivity tools and Agentic AI and using Service intelligence platforms in a contact center setting • Experience collaborating closely with CRM product teams and understanding CRM–CCaaS integration patterns • Strong partnership skills with technical teams (GTS or equivalent), aligning roadmap direction with architectural feasibility and execution realities • Excellent communication, influence, and executive presentation skills • Experience with Salesforce Service Cloud.

🏖️ Benefícios

• comprehensive medical, vision, dental, and life insurance • AD&D insurance • short-term and long-term disability insurance • sleep care management • Health Savings Account (HSA) • Flexible Spending Account (FSA) • commuter benefits • 401(k) • Employee Stock Purchase Plan (ESPP) • Employee Assistance Program (EAP) • tuition assistance • Flexible Time Off (FTO) • 11 paid holidays plus 3 floating days • 14 weeks of primary caregiver leave or two weeks of secondary caregiver leave when welcoming new family members