Senior Product Manager, Customer Service

Meet Our Team:

Consumers are gravitating to the convenience of customer service 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!

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 Vertical product and deliver rich service experience between our clients and their customers. This is your chance to get your hands on leading-edge technology solving urgent, pervasive problems for some of the world’s most recognized and valued brands.

As a Product Manager, you will be responsible for the direction, design and delivery of the Customer Service Knowledge Management and drive product related initiatives for Pega’s industry-leading enterprise business CRM software platform. You will help define, create, and manage the technology and features that enable our customers (Internal and External) to build applications built on Pega platform. You will be involved throughout each stage of the product life cycle (conception, definition, development, release, and post-release activities). You will help us drive our vision for the future.

What You'll Do at Pega:

• Drive the winning product(s) vision and strategy in Customer Service Knowledge
• You’ll use your imagination and creativity to identify solutions to pervasive customer needs and build features that are differentiated and compelling. 
• You’ll 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 the priorities of one or more 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 support ecosystem around your product.
• You’ll be a change agent in driving product features incrementally without losing momentum in a truly agile way.

Who You Are:

The ideal candidate will be someone who thrives in a fast-paced, collaborative, team-oriented, and cross-functional environment. This person will have the right combination of technology, domain and strategy. This person must be a thought leader who expresses facts, thoughts and ideas in a clear, concise, convincing and organized manner, who actively listens, hears and understands what is said as well as not said, and comprehends the meaning and the intent.

• Highly collaborative, and ability to work through ambiguities
• Enjoys making quick decisions under time constraints
• Empathetic and passionate about your products and customers/end-users
• Looking to work within a culture that values urgency and teamwork in a collegiate and supportive environment.
• An effective communicator who is organized, articulate, confident, and polished in front of customers and decision makers.

What You've Accomplished:

• 10-15 years of Overall IT experience and 6+ years of Product Management experience focused on envisioning, designing, and building Knowledge Management or related products. Hands on practical experience in managing a knowledge management application is highly desired.
• Bachelor’s degree in Computer Science or similar field
• Familiarity with the various technical landscapes of multi-channel business architectures; including CRM, web, mobile, legacy and 3rd party software systems and the key linkages between them.
• Demonstrated success defining, launching, and managing high quality ‘consumer-grade’ enterprise applications
• Knowledge of Agile development methodologies such as SCRUM (as a Product Owner)
• Experience in managing remote senior stakeholders

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

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