Senior Product Manager (IVR)

Job Description

About LegalZoom

We believe that everyone should have access to professional legal advice. So, we’ve built a trusted and accessible technology-based platform to reduce barriers and help empower millions of people to grow their business, care for their families, protect their ideas and more. From Estate Planning, to Business Formations to IP, we’ve helped more than four million customers, providing the protection and peace of mind they need. To date, we’ve grown to become the leading provider of online legal solutions for families and small businesses, and we’re committed to making our services even more valuable and easier to use than ever before. Join us!

Overview

At LegalZoom, we simply do not believe that it should cost thousands of dollars to create a will, form a business, or apply for a trademark. So we started a movement to make legal help available to all.

The Product Manager is responsible for informing and executing the internal platform strategy that will enable end-users within a fast-paced contact center environment to achieve business goals and deliver exceptional customer outcomes, gathering and prioritizing platform and end-user requirements, defining the platform vision, and working closely with engineering, to deliver winning solutions. It also includes working with product and support to ensure revenue and customer satisfaction goals are met. The Product Manager’s job also includes ensuring that the collective efforts support the company’s overall strategy and goals.

You will:

• Define the platform (product) strategy and roadmap
• Deliver MRDs, PRDs and FRDs with prioritized features and corresponding justification
• Be an expert with respect to external marketplace solutions
• Experience using data and analytics to drive platform (product) decisions in a contact center environment
• Assess business operations and processes to understand procedures, information flows and handoffs to propose solutions, or optimizations to accomplish company goal metrics
• Create, design, and format technical specification documentation including architecture diagrams, process flows, and other information or processes needed to describe required system changes for development, QA, and other internal customers
• Develop queries, analyses, or reports from applications for operations or management staff of assigned business unit(s).
• Provide guidance or technical supervision to less experienced staff performing similar functions
• Perform platform (product) demos to end-users
• Partner with Operations Enablement teams to ensure operational & people readiness prior to platform (product) / feature launch
• Propose an overall budget to ensure success
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
• Act as a leader within the company

You’ll have:

• Minimum of 5-10 years’ experience as a Product Manager
• Experience with Business Process Management (BPM), Robotic Process Automation (RPA), Artificial Intelligence (AI) and Customer Relationship Management (CRM) tools (including but not limited to SalesForce, Kofax), and IVR tools (such as Genesys).
• Demonstrated success defining and launching excellent internal products
• Excellent written and verbal communication skills
• Bachelor’s degree (MBA preferred)
• Technical background, with experience in Scrum or Agile Methodologies
• Program Management, Six Sigma and/or Lean knowledge certification
• Excellent teamwork skills
• Proven ability to influence cross-functional teams without formal authority

Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity