Principal Product Manager, Contact Center Services

Who We Are:

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM's vision to life every day.

SiriusXM Connect is a leading provider of connected services to vehicle manufacturers, delivering one of the most broadly adopted connected vehicle platforms in North America for the last 25 years. Named the 2020 Company of the Year in the Telematics Industry by Frost & Sullivan, we provide safety, security and convenience services to millions of vehicle owners across major automotive brands. Our teams are continuously working to develop leading-edge technology that can not only add convenience to the daily lives of so many drivers across the country but our advancements in safety and security could also help save their lives.

How you'll make an impact:

As a Principal Product Manager at SiriusXM Connect, you will spearhead initiatives to drive market expansion and enhance the competitive advantage, efficacy, and efficiency of our contact center operations. By leveraging market research, innovative technologies, and customer insights, you will lead efforts to grow revenue, develop go-to-market strategies, optimize costs, enhance customer satisfaction, and ensure competitive advantages in new and existing markets.

What you'll do:

• Strategic Leadership: Develop and implement strategies for contact center operations that align with broader business goals, focusing on cost optimization and market expansion.

• Innovation and Optimization: Introduce and manage cutting-edge solutions that improve contact center efficiency and effectiveness, reducing operational costs while maintaining high service standards.

• Stakeholder Engagement: Act as a primary liaison for contact center operations within the organization, ensuring alignment and efficient communication across teams.

• Market Expansion: Collaborate with sales and marketing teams to identify new market opportunities and tailor contact center strategies to enhance customer acquisition and retention.

• SEO and Marketing Collaboration: Work closely with marketing to develop SEO strategies that enhance visibility and attract new customers to our contact center services.

• Cross-functional Team Leadership: Lead cross-departmental teams, fostering collaboration between product, sales, and marketing to drive product enhancements and go-to-market strategies.

• Performance Metrics: Establish and track key performance indicators for contact center operations to ensure targets are met and to inform continuous improvement.

What you'll need:

• Education and Experience: Bachelor's Degree in Business, Engineering, or a related field. At least 10 years of experience in product management, with a proven track record in driving revenue growth through product adoption and optimizing contact center operations.

• Strong Analytical Skills: Ability to analyze complex data to drive decision-making and improve contact center operations.

• Technological Proficiency: Familiarity with the latest in contact center technology, including AI and machine learning applications for customer interaction analysis.

• Leadership: Strong leadership skills with the ability to manage and inspire teams across multiple disciplines.

• Communication: Exceptional verbal and written communication skills, capable of engaging with executives and stakeholders across the organization.

• Project Management: Strong project management skills, with experience in agile development environments.

• Must have the legal right to work in the U.S.

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.

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