Director of Product-AI & Contact Center POST NUMBER: 306240
Director of Product-AI & Contact Center
CONTACT CENTER TECHNOLOGY EXPERIENCE IS A CORE REQUIREMENT FOR THIS ROLE. Candidates must have demonstrated success leading product, technology, or transformation initiatives within large-scale enterprise contact center environments, ideally supporting 2,000 agents across omnichannel operations. Experience with contact center platforms, agent technologies, customer interaction systems, and CX transformation is strongly preferred.
Location: Morris County Area, NJ
Work Arrangement: Hybrid, with an expectation of 4 days per week onsite. Relocation assistance is available for qualified candidates within reasonable time frame; however, preference will be given to candidates currently residing within a reasonable commuting distance of the Morris County area. In-Office work flexibility may be considered for exceptional candidates with highly relevant experience but is not a guarantee.
Employment Status & Work Authorization
- Full-time, direct-hire W-2 position
- No C2C arrangements
- No third-party recruiter, staffing firm, consulting firm, or vendor submissions
- Only candidates applying directly for employment will be considered
- Applicants must be legally authorized to work in the United States on a full-time basis
- Sponsorship is not available now or in the future for this position
Compensation
- Base Salary: $170,000 - $225,000 (dependent upon experience, qualifications, and overall alignment with role requirements)
- Please note: Placement within the stated range will be determined based on directly relevant experience, scope of prior responsibilities, demonstrated qualifications, and overall alignment with the requirements of the position. While the upper end of the range is generally reserved for candidates whose background most closely aligns with the role, exceptional candidates may be considered for compensation beyond the posted range where justified by experience and qualifications. Any such consideration would be evaluated on a case-by-case basis and should not be viewed as guaranteed.
- Short Term Incentive Plan: 35% Target Annual Discretionary Bonus
- Long Term Incentive Plan: $20,000 Annual CSU (vesting over 3 years)
- Comprehensive Benefits Package
- Relocation Assistance Available for Qualified Candidates
Position Overview
An established enterprise organization is seeking a Director-level Product Management leader to drive strategy, innovation, and modernization across a portfolio of customer service technologies, intelligent automation capabilities, and AI-enabled interaction platforms.
This individual will be responsible for defining long-term product vision, building and executing multi-year roadmaps, establishing investment priorities, and delivering measurable business outcomes across a large-scale service organization.
The ideal candidate combines deep Product Management expertise with significant customer service technology experience, recent AI and automation implementation leadership, and the ability to influence large matrixed organizations at the executive level.
Key Responsibilities
- Define and execute the long-term product vision and roadmap for enterprise customer service technologies and supporting platforms.
- Lead modernization and transformation initiatives across customer interaction technologies, self-service capabilities, workforce enablement tools, and AI-powered solutions.
- Establish product strategy, portfolio governance, investment priorities, and success metrics.
- Drive adoption of intelligent automation, conversational AI, virtual assistants, workflow orchestration, agent productivity solutions, predictive analytics, and decision-support capabilities.
- Translate customer, employee, operational, and business insights into scalable product investments and measurable outcomes.
- Partner with engineering, architecture, UX, analytics, operations, and executive stakeholders to deliver strategic initiatives.
- Build business cases, prioritize investments, and align cross-functional stakeholders around enterprise objectives.
- Establish and mature product operating models, Agile delivery practices, and governance frameworks.
- Influence large matrixed organizations and drive results through collaboration rather than direct authority.
Requirements:
- Bachelor's Degree required
- 10 years of Product Management experience with progressive leadership responsibility.
- Demonstrated experience leading product, technology, or transformation initiatives within large-scale CONTACT CENTER environments is required, ideally supporting organizations with 2,000 agents, customer service representatives, or contact center personnel across multiple channels and locations.
- Proven ownership of product strategy, roadmap development, prioritization, lifecycle management, and execution.
- Significant experience leading enterprise-scale platform modernization, customer service technology transformation, or digital transformation initiatives.
- Recent experience implementing AI, automation, conversational AI, virtual assistants, intelligent workflow technologies, agent-assist capabilities, intelligent routing, predictive analytics, or productivity-enhancing solutions in production environments.
- Strong understanding of customer service technologies, customer engagement ecosystems, workforce enablement platforms, and enterprise service environments.
- Experience operating within Agile product organizations utilizing product-led operating models, pods, squads, or similar structures.
- Ability to partner effectively with engineering, architecture, analytics, operations, and executive leadership teams.
- Executive-level communication, presentation, and stakeholder-management skills.
Preferred Qualifications
- Master's Degree preferred.
- Experience within large, complex enterprise organizations.
- Experience leading global initiatives and supporting geographically distributed operations.
- Demonstrated career progression with increasing responsibility and leadership scope.
- Consistent employment history with reasonable tenure stability.
- Experience scaling teams, product operating models, governance frameworks, or enterprise platforms.
- Experience working with enterprise CRM environments, customer engagement technologies, intelligent automation solutions, AI-enabled service platforms, workforce technologies, or digital engagement ecosystems.
Ideal Candidate Profile
Successful candidates typically demonstrate:
- Enterprise-scale customer service technology leadership
- Product roadmap ownership and portfolio management experience
- Experience supporting large customer service organizations at significant scale
- Recent AI and automation implementation experience
- Product operating-model transformation experience
- Global transformation exposure
- Strong executive presence and communication skills
- Ability to influence engineering and business organizations without relying on direct authority
- Quantifiable business impact tied to product investments
- Stable career progression within reputable organizations
- Success operating in complex, highly matrixed enterprise environments
What Success Looks Like
- Creates and executes a multi-year strategy for critical customer service and AI-enabled platforms.
- Delivers measurable improvements in service effectiveness, workforce productivity, automation adoption, and operational efficiency.
- Successfully introduces scalable AI-driven capabilities that improve both employee and customer experiences.
- Establishes strong product governance, prioritization, and roadmap management practices.
- Serves as a trusted strategic partner to executive leadership on technology investment decisions and future-state platform strategy.
Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company's 401(k) retirement plan. Additional disclaimer: Unless otherwise noted in the job description, the position Vaco/Highspring is filing for is occupied. Please note, however, that Vaco/Highspring is regularly asked to provide talent to other organizations. By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions. Submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. Further assessment of candidates beyond this initial phase within Vaco/Highspring will be otherwise assessed by recruiters and hiring managers. Vaco/Highspring does not have knowledge of the tools used by its clients in making final hiring decisions and cannot opine on their use of AI products.
EEO Notice
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com.
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
Representation Notice
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
For residents of Ontario, Canada: Based on Highspring’s discussions with its Client, Highspring’s understanding is that this position for employment is a current vacancy (either through Highspring as a contractor or with the client directly).
Privacy Notice
Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
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- Canadian residents may access our policies in English here and in French here.
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Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring’s use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client’s use of AI products in hiring.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.