Director of Product-AI & Contact Center NUMÉRO DE POSTE: 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.
Avis sur l’égalité en matière d’emploi
Vaco by Highspring est un employeur qui souscrit au principe de l’égalité en matière d’emploi et qui ne pratique aucune discrimination à l’égard des employés ou candidats à un emploi sur le plan de la race (notamment en ce qui a trait aux caractéristiques historiquement associées à la race, comme la texture des cheveux et la coiffure), couleur de la peau, le sexe (ce qui inclut l’état de grossesse ou les conditions connexes), la religion ou les croyances, l’origine nationale, la citoyenneté, l’âge, le handicap, le statut d’ancien combattant, l’adhésion à un syndicat, l’appartenance ethnique, le genre, l’identité de genre, l’expression de genre, l’orientation sexuelle, l’état civil, l’affiliation politique ou autre caractéristique protégée par les lois fédérales, d’État ou locales.
Vaco by Highspring et sa société mère, ses sociétés affiliées et ses filiales s’engagent à la pleine inclusion de toutes les personnes qualifiées. Dans le cadre de cet engagement, Vaco by Highspring et sa société mère, ses sociétés affiliées et ses filiales veilleront à ce que les personnes handicapées bénéficient de mesures d’adaptation raisonnables. Si des mesures d’adaptation raisonnables sont nécessaires pour vous permettre de participer au processus de candidature ou d’entretien d’embauche, d’exercer les fonctions essentielles du poste et/ou de bénéficier d’autres avantages et privilèges liés à l’emploi, veuillez contacter HR@vaco.com.
Vaco by Highspring souhaite également que tous les candidats sachent que la loi interdit la discrimination dans le milieu de travail.
Avis de représentation
En soumettant votre candidature à ce poste, vous convenez que vous accordez à Vaco by Highspring le droit exclusif de vous présenter en tant que candidat eu égard à l’offre d’emploi susmentionnée. Vous reconnaissez en outre que vous avez fourni des renseignements exacts sur vous-même et que vous n’avez pas volontairement dénaturé vos qualifications. Dans toute la mesure permise par la loi, vous vous engagez également à garder confidentiels tous les renseignements que vous obtiendrez de Vaco by Highspring concernant le poste et à ne divulguer les renseignements relatifs au poste que si cela est absolument nécessaire pour respecter une obligation afférente à votre candidature. En contrepartie, Vaco by Highspring s’engage à déployer des efforts raisonnables pour vous représenter dans le cadre de toute sollicitation, présélection en matière d’emploi et diffusion de CV.
Concernant les résidents de l’Ontario, Canada : d’après ce que Highspring retient de ses discussions avec son Client ce poste est actuellement vacant (soit par le truchement de Highspring en tant que sous-traitant, soit auprès du Client).
Avis de confidentialité
Vaco by Highspring, ainsi que sa société mère, ses sociétés affiliées et ses filiales (« nous », « notre/nos » ou « Vaco by Highspring ») respectent votre vie privée et s’engagent à vous informer de ses politiques en toute transparence.
- Les résidents de la Californie peuvent consulter l’Avis de collecte par les RH de Vaco by Highspring concernant les candidats et les employés de la Californie ici.
- Les résidents de la Virginie peuvent consulter nos politiques propres à l’État ici.
- Les résidents de tous les autres États peuvent accéder à nos politiques ici.
- Les résidents canadiens peuvent consulter nos politiques en anglais ici et en français ici.
- Les résidents des pays régis par le RGPD peuvent consulter nos politiques ici.
De plus, les candidatures à ce poste seront soumises à une présélection des candidats effectuée par l’IA visant à vérifier que les exigences minimales indiquées au titre du poste sont respectées. Vous trouverez plus de détails sur l’utilisation de l’IA par Vaco by Highspring ici (https://www.highspring.com/ai-use-notices/). L’évaluation des candidatures après cette phase initiale sera menée par des recruteurs et gestionnaires d’embauche. Vaco by Highspring n’a pas d’information ni d’opinion sur l’utilisation de solutions d’IA par son client dans le cadre de l’embauche.
Avis sur la transparence salariale
La rémunération fixée pour ce poste, et d’autres, auprès de Vaco by Highspring dépend de nombreux facteurs,notamment :
- les compétences, l’expérience et la formation de la personne;
- les exigences en matière de permis d’exercice et de certification;
- l’emplacement du bureau et autres considérations géographiques;
- d’autres besoins commerciaux et organisationnels.
Cela étant, conformément à la loi locale, Vaco by Highspring estime qu’en fonction des critères susmentionnés, la fourchette salariale suivante constitue une estimation raisonnable de la rémunération de base pour une personne embauchée à ce poste dans les régions géographiques exigeant la divulgation de la fourchette salariale. Le ou la titulaire du poste peut également être admissible à des primes discrétionnaires.