Principal Product Manager, Support & Contact Center

February 21

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GoodLeap

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🔆 GoodLeap is America's leading fintech for sustainable home solutions.

Clean energy financing • solar loans • Fintech • mortgage loans

501 - 1000

Description

• Collaborate with leadership to develop a strategic vision for the call center technology stack, prioritizing customer experience, operational efficiency, and revenue growth. • Manage vendor relationships and explore new solutions for seamless integration. • Drive automation and process improvement initiatives to enhance cost savings, revenue growth, and customer satisfaction. • Oversee the project lifecycle for new technology solutions from analysis to ongoing enhancement. • Write comprehensive documentation to support decision-making and implementation processes. • Continuously monitor and analyze the impact of technology solutions, iterating based on data-driven insights and feedback.

Requirements

• 7+ years of experience in call center operations or related technology field • Extensive knowledge of modern call center technology stack • Proven ability to identify and implement automation initiatives • Strong analytical and problem-solving abilities • Track record of developing and executing strategic technology roadmaps • Exceptional communication and interpersonal skills • Proficient in conveying complex technical information • Excellent documentation skills

Benefits

• Salary Range: $170,000 - $230,000 a year • Eligible for bonus and equity