Senior Digital Product Manager - Operational Excellence (Bogotá)

Sr. Digital Product Manager, Service Excellence

Location: Bogotá, Distrito Capital, Colombia; Paranaque, Manila

Summary

Lead a cross‑functional team focused on creating scalable, customer‑centric digital products that enhance both agent and customer experiences across multiple touchpoints.

Key Responsibilities

• Develop and drive the strategy for the omnichannel suite of products, establishing objectives, success metrics, and a capability roadmap for Genesys and ASKGS ServiceNow Platform.
• Define and validate product backlog ideas in partnership with user input, translating them into a release plan aligned with quarterly goals.
• Maintain clear communication of progress, risks, issues, and improvement opportunities to leadership and stakeholders.
• Build and manage the product backlog by collaborating with business analysts to craft user stories and acceptance criteria.
• Facilitate cross‑functional co...