Job Title VP, Product Management Quality and Performance Management
Company Merced Systems, Inc.
Job Profile MARKET OVERVIEW The contact center is the main hub of interaction between most companies and their customer base. Across industries, this is a primary connection point and determinant of customer loyalty. While contact centers have been in existence for decades, today there is an accelerated rate of change. Channels are expanding from phone to web based chat, social media, email, and even video support. And the Cloud is changing the way companies think about buying and deploying traditionally on-premise solutions. NICE is the leader in this multi-billion dollar market, and we’re at a turning point where we can pursue new growth. Enter NICE Systems With more than $1B in annual revenue, NICE Systems Ltd. (NASDAQ: NICE) provides the software that enables companies to deliver exceptional customer experiences. Our solutions run scheduling for service organizations with tens of thousands (or just tens) of people, analyze every interaction with customers, and target coaching to help develop employees. In every category in which we compete, NICE solutions lead in market share, product innovation and customer satisfaction. We serve 25,000 customers across 150 countries—including more than 80 companies within the Fortune 100. Contact Center Workforce Optimization Group The Workforce Optimization Group (WFO), led out of Redwood Shores California, develops products to manage the human side of the contact center – the Performance Management, Workforce Management, Quality Management and Incentive Compensation Management product lines. These products represent everything from mature businesses (ripe for disruption) to fast growing markets – oscillating between the feel of structured enterprise software and all-hands-on-deck start-up. Our products have also proven to have huge, positive impacts on customers. Consider Performance Management as an example – a solution that hundreds of service organizations trust as their single source of truth. The accountability it inspires and action it enables has helped the average customer improve customer satisfaction 10 points and reduce costs by 10 percent. NICE’s solutions transform the culture of service organizations—we are behind millions of better customer experiences every single day. The role: Vice President, Product Management We are searching for a VP, Product Management for our Quality Management and Performance Management Product lines. Based in our Redwood Shores office, this role is a hub that defines the product roadmap with R&D, breaks down the market & competition with Marketing, engages customers with Sales, and ensures delivery through Services. This is a hands-on leadership role with a strong team for someone who wants to influence a broader group of stakeholders. You will be looked to for vision and inspiration well beyond the bounds of your role. You are in a position to disrupt mature businesses, products and internal processes with new areas for innovation (e.g. NICE’s market leading inclusion of gamification). Given the breadth of the NICE product portfolio, and the global footprint of the organization, success in this role hinges on (1) ruthless prioritization – hold your own in planning discussions, (2) clear communication – to sales and frequently with customers, and (3) technical depth – driving a process of twice yearly releases and emphasizing performance and reliability. To thrive in our company culture, you can create and maintain relationships across geographies, work with transparent objectives, offer and receive constructive feedback on the fly, and quickly resolve conflict. We are not shy to challenge our peers and superiors, and then commit fully to execution. Responsibilities Define the product vision and roadmap for the product lines. Lead product strategy in collaboration with senior management, product marketing, business development, engineering, sales, services, support and finance Develop a comprehensive understanding of the target market(s). Assemble product requirements from multiple sources (e.g. research, usability, customer feedback, partner data, competitive assessment) and communicate requirements to product development Define and lead the end-to-end product management process driving timely, robust and high-quality releases Educate and enable the customer facing originations to ensure successful go-to-market Support sales and services in customer engagements—capturing the voice of the customer and bringing it back to the product and R&D teams Build the business case for product investments driven by customer requirements, competitive landscape and company strategy. Integrate product innovation into the fabric of the organization Set KPIs for measuring product success – supporting financial targets and growth Lead the charge to better integrate WFO solutions within the NICE portfolio to deliver more customer value Accelerate NICE’s effort to deliver solutions via the cloud Collaborate with internal and external parties to assess partnerships, licensing and M&A opportunities Requirements: Passionate about building great products and delivering high-quality solutions to market Minimum 10 years previous experience in software product management, preferably using agile product development methodologies 3-5 years experience in leading talented product managers Demonstrated success in driving multiple software products simultaneously Technical background, with experience in Enterprise Software that is used daily by 1000s of end users. Experience in B2B, Analytics and/or Cloud. Ideally has experience working with geographically distributed product management and development teams Experience in analytics, business intelligence, or software that lives in the hands of front-line operational teams would be an advantage. PERSONAL ATTRIBUTES AND VALUES Extraordinary integrity and relentless customer focus An inspiring and motivating leader with a track record of attracting and developing top talent Masterful ability to prioritize long (and growing) lists of demands Excellent written and verbal communication skills. Confident and clear communication to both internal and external audiences Great teammate – easy to partner with across functions, cultures and geographis Proven ability to influence cross-functional teams without formal authority Proven ability to operate in a fast-paced, complex global environment Education: BA/BS Computer Science or related technical degree preferred MBA – strong preference NICE Systems is an Equal Opportunity/Affirmative Action Employer, M/F/D/V.
Posted on Jun 30,2014
Company info Merced Systems, Inc. Website:http://www.mercedsystems.com