Global Revenue – Sr. Product Manager

🕒 June 2

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ResMed

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1989

⚕️ Healthcare Insurance

☁️ SaaS

💰 Post-IPO Debt on 2019-07

Healthcare Insurance • SaaS

ResMed is a global leader in sleep technology and respiratory care, focused on improving out-of-hospital care to enhance the health and quality of life for individuals with chronic diseases. With over 30 years of innovation, ResMed develops life-changing technology and provides software platforms that support medical professionals and caregivers in helping patients manage their health from home or in preferred care settings. The company is committed to diversity and inclusion, supporting a wide range of professionals in building meaningful careers, and shaping the future of connected health care with the goal of impacting 250 million lives worldwide.

📋 Description

• 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

🎯 Requirements

• 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.

🏖️ Benefits

• 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