Vacancy description
eClerx
India, Mumbai
Continuous Improvement Manager (Packaging) in Mumbai, India is listed on Jobeax. Browse 30,000+ vacancies available.
Experience: 7+ years
This is a technical product built on contact center and customer experience infrastructure, so the role requires enough technical fluency to work credibly with engineering on scope, feasibility and tradeoffs. Own the strategy and roadmap for the product line, translating client needs and business priorities into a prioritized, sequenced plan
Partner with engineering to translate business requirements into clear technical specifications, understanding at a working level how the underlying systems, integrations, and data flows support the product
Develop the product's value proposition and structure it into a pricing and packaging model aligned with the outcomes delivered to clients
Partner with engineering and delivery teams to plan and pace releases, balancing speed to market with quality and predictability
Present product strategy, roadmap, and business impact to senior leadership on a regular cadence
7+ years of product management experience, including ownership of a product or product line from strategy through launch
CCaaS platforms, IVR, ACD/routing systems, WFM, and QA/analytics tools), gained through experience in customer service, contact center, or BPO/outsourced service environments
Comfort working with technical concepts such as APIs, integrations, and data flows at a level sufficient to scope requirements and evaluate tradeoffs with engineering
Experience developing pricing or packaging models aligned with client value and business outcomes
Demonstrated experience conducting structured competitive analysis to inform product decisions
Experience managing relationships across clients, executive sponsors, and engineering teams
Strong written and verbal communication skills, including experience presenting to senior leadership and external clients
Experience in omnichannel customer care, specifically across voice, chat, and email
Experience writing or reviewing technical requirements or PRDs in partnership with engineering
MBA or equivalent experience in business, strategy, or analytics
Experience operating in a matrixed organization with influence over engineering priorities
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