LPL Financial is seeking a Product Manager to lead the vision, delivery, and operational excellence of their Agent Tools ecosystem, including Microsoft Dynamics and NICE Softphone, to ensure alignment across stakeholders and deliver seamless agent experiences.
Requirements
- Experience working with call center software
- Experience in the telephony and call center sector with a proven track record of deploying customer centric initiatives to drive improvement.
- Experience with Jira, Confluence, Smartsheet, or MS Project
- PMP, Agile/Scrum, or SAFe certification (preferred)
- Strong analytical skills with demonstrated ability to evaluate business opportunities and evaluate results against established objectives
- Expert communication skills, both written and oral, with ability to present materials to the highest levels in the organization
- Comfortable navigating ambiguity and driving clarity across teams
Responsibilities
- Collaborate with engineering, UX, and vendor teams to deliver high-impact features and enhancements.
- Analyze product performance and user feedback to drive continuous improvement.
- Lead the planning, execution, and delivery of projects related to agent tools and operational enhancements.
- Develop and maintain comprehensive project plans, schedules, and resource allocations.
- Track progress, mitigate risks, and ensure timely delivery of milestones.
- Facilitate cross-functional planning, communication, and decision-making processes.
- Prepare executive-level updates, dashboards, and presentations to communicate project status and outcomes.
Other
- Bachelor’s degree in a related field
- 5 plus years of experience in product management, management consulting, program & project management
- 5 plus years of developing, cultivating, and leading strong, high-performing teams in an agile environment
- Ability to work in a fast-paced environment and thrive in a team-oriented setting
- Client-focused with ability to deliver a world-class client experience
