Product Manager, Digital Service Transformation

Job Category: Product Management
Location: US - Massachusetts - Cambridge
Meet Our Team:

Consumers are gravitating to the convenience of messaging apps for interactions with brands they value, ever-increasing their expectations of the quality of service they’ll receive, while at the same time, being very conscious of the time and effort they expend in finding an answer. When service is needed, the best service experience is proactive or pre-emptive, delivering the answer to a customer need before they even knew they had a problem!

That’s a challenging set of expectations to meet. That’s where you come in.

The team that you will be joining is focused on solving those complex and often competing demands, and Pega is recognized as a market leader in this space. You will be the catalyst and focal point guiding a talented engineering team building differentiated products enabling Pega customers in their efforts to serve customers through messaging apps and to digitally scale.

In a short window of time, you will be working with a range of technologies that span all elements of customer engagement; weaving AI adaptive and predictive decisioning, natural language understanding, robotic desktop and process automation and messaging apps in order to provide compelling self and assisted service experiences across multiple channels of engagement.

Picture Yourself at Pega:

Pega is changing the way the world builds software. In this role, you’ll help us define and deliver the next generation of Pega’s Customer Service product and deliver the engagement points between brands and their customers. This is your chance to get hands-on with leading-edge technology at a business, solving urgent, pervasive problems for some of the world’s most recognized and valued brands.

What You'll Do at Pega:
  • Apply your imagination and creativity to identify solutions to pervasive customer needs and build features that are differentiated and compelling. You'll write user stories, create wireframes, and work with UX Designers and engineers to iterate.
  • Review and adopt technologies from Pega’s platform team that help you accelerate your roadmap.
  • You’ll interact and influence key decision makers in the business to buy into your vision.
  • You'll manage and prioritize product feedback / groom the backlog; and manage the priorities of one or more on-shore or off-shore engineering teams to implement your roadmap.
  • You’ll collaborate with other parts of the business (documentation, training, services, solution consulting, other product managers) to build a strong business ecosystem around your product.

 

Who You Are

You are a Product Manager who is passionate about customer engagement, has a critical eye for detail, and is obsessed about driving ‘consumer grade’ experiences – regardless of the persona you are building for. For you, ‘good enough’ isn’t good enough!  You are highly collaborative; capable of making quick decisions under time pressure; and remain empathetic and passionate about your products and the needs of customers/end-users.  Above all, you're an effective communicator who is organized, articulate, confident, and polished in front of customers and decision makers.  You thrive in a culture that values urgency and teamwork in a collegiate and supportive environment.

What You've Accomplished
  • 3-5+ years of Product Management experience focused on customer engagement, messaging, and/or Customer Service.
  • Agile/Scrum development methodology knowledge/experience (as a Product Owner)
  • Bachelor’s degree in Computer Science or similar field
  • Demonstrated success defining, launching and managing high quality ‘customer-grade’ applications
  • Experience in managing remote development teams would be a bonus
  • Consumer-facing mobile app ownership experience would be a bonus
  • 3-5+ years of experience working in a fast-paced environment
Pega Offers You:
  • Gartner Analyst acclaimed technology leadership across our categories of products
  • Continuous learning and development opportunities
  • An innovative, inclusive, agile, flexible, and fun work environment
  • Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company
Job ID: 9624

As an Equal Opportunity and Affirmative Action employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.
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