: Sr. Product Manager - Contact Center Applications

Cogito's real-time behavioral technology leverages the power of artificial intelligence to deliver real-time coaching to contact center agents. This proven technology augments on-call job performance resulting in radically improved customer experiences.


We are seeking a Senior Product Manager to join our growing product management team! The ideal candidate has a deep knowledge of applications deployed within large enterprise contact centers and a proven track record of working with design, engineering, marketing and end users to deliver features that drive end user adoption and customer value. This role is an excellent opportunity for someone with a passion for understanding user challenges and delivering products that impact the lives of millions of people.


As Senior Product Manager, you will be responsible for driving the evolution of contact center agent and supervisor features for Cogitos flagship product. You will prioritize feature development and own the process for feature discovery. Working with user experience, behavioral science, and engineering you will ensure we balance our investments to deliver functionality that delights our users.

Responsibilities:

  • Own the full product life cycle from strategic planning to tactical activities including the definition and tracking of key business metrics
  • Understand user, influencer, and buyer personas and conduct primary and secondary research to validate product ideas and ways to expand product reach
  • Make creative recommendations to solve customer challenges, expand product base and vision
  • Manage cross-functional teams including business, product, design, engineering and behavioral science to prioritize, design, and define product functionality
  • Prioritize product investments to meet strategic product and business goals
  • Write clear and actionable product requirements as part of an agile design and development team
  • Work with senior management to create product plans and roadmaps
  • Communicate product ideas, requirements and business plans to all levels of the organization
  • Demonstrate functionality of completed products to internal team members and other stakeholders
  • Drive the vision for critical parts of our product, ensuring your focus areas align with our customer and company needs
  • Ensure the cross functional team is successful in delivering releases on schedule
  • Support the sales, services, and Marketing teams as the product expert

Requirements:

  • 5+ years of experience as a product manager in large enterprise software
  • Experience delivering and driving adoption for applications delivered to enterprise end users
  • Experience delivering cloud and web based SaaS solutions
  • Experience in agile discovery methodology to prototype, user test, and iteratively refine product concepts resulting in prioritized, clearly defined requirements
  • Excellent interpersonal, communication and presentation skills, both written and verbal
  • Detail oriented but with the ability to think and act strategically
  • Telephony, CRM or Call Center Technology experience a must
  • Machine Learning knowledge a plus
  • Program management experience is preferred
  • Bachelor's degree in Computer Science, Information Technology, Business or related field
  • May involve limited travel to customer sites and events
  • Remote, office based or a hybrid work options are available


Benefits

- Your choice of comprehensive benefits for you and your familys health, dental, vision, disability, and life insurance

- Frequent catered lunch and live product demos

- 401(k) retirement plan options

- Ongoing professional development and cross-training

- 20 days vacation time, 5 days sick time, 2 floating holidays and 11 company holidays (yes, Patriots Day is a holiday)

- 2 "Be Gentle" personal days

- Company paid parental leave upon hire

- Competitive pay, stock options, and annual bonus eligibility

- Stock options via equity grants

- Eligibility for annual bonus for all non commissioned employees

- Casual and inclusive office atmosphere

- Office Optional policy where Cogicians choose where they work either primarily remote, primarily in office or hybrid

- Ability to support Cogicians anywhere in the US through our Office Optional policy



Equal Opportunity Employer

Cogito is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, familial status or veteran status.


Authorization to Work

Applicants for employment in the US must be authorized to work in the US.

Full-time

Employee Testimonials

Joel Makhluf
Joel Makhluf
Director of Demand Generation

Cogito is a game changer, blending artificial intelligence, machine learning and behavioral science to elevate the human ability to recognize non-verbal social cues and be more emotionally intelligent. I am impressed with all facets of Cogito and knew I was making the right decision to join their team.

Martha Sager
Martha Sager
Business Development Manager

I work for Cogito because serving behemoth companies whose goals are to be customer-centered by empowering agents with tools that provide for more positive outcomes, benefiting all involved, is work that I am privileged to do.  

Derek Popek
Derek Popek
Talent Manager

I know Cogito is the place for me because it hits everything I look for in a company and in an opportunity. I want to be around brilliant, driven and nice people tackling big challenges and that is exactly what we’re doing at Cogito.