Lead Product Manager - Contact Center
Kforce Inc.
Naperville, IL
- Define and execute a clear product vision for agent workflows across Salesforce and Amazon Connect, aligned to CX, efficiency, and cost outcomes
- Translate business goals into a prioritized, outcome-driven roadmap
- Own customer and agent research for Contact Center and Claims experiences; operate as the Voice of the Customer and Agent
- Identify and size customer, agent, and operational problems using qualitative research and quantitative data
- Partner with Operations, CX, Marketing, BI, and Data Science to ensure problem statements are data driven and aligned
- Lead the product roadmap and backlog; Prioritize initiatives based on impact, effort, and strategic fit
- Define features, workflows, acceptance criteria, and success metrics; Validate outcomes post-launch
- Partner closely with Engineering Managers to plan sprints, manage tradeoffs, and ensure predictable delivery
- Design and execute experiments (A/B tests, pilots, phased rollouts) to validate hypotheses and de-risk investments
- Use data to continuously optimize agent workflows, customer journeys, and operational efficiency
- Act as the subject-matter expert for Contact Center and Claims workflows and customer/agent experience
- Influence without authority across Technology, Operations, Marketing, BI, Finance, and Data Science
- Ensure solutions scale, are maintainable, and reduce long-term operational complexity
Requirements:
- 5+ years in Product Management, with 3+ years owning Salesforce-based platforms and workflows
- Hands-on experience with Contact Center platforms (Salesforce Service Cloud, Amazon Connect)
- Proven experience leading digital transformation in an Agile environment
- Strong discovery muscle; You lead with problems, not solutions
- Deep understanding of human-centered workflow design for agents and operators
- Data-driven decision maker with experience running experiments and interpreting results
- Comfortable operating at principal level: high autonomy, high accountability
- Able to influence senior stakeholders and navigate competing priorities
- Direct, candid communicator who gives and receives feedback well
- Deep experience with Salesforce ecosystem strongly preferred
- Strong grasp of Agile (Scrum/Kanban) delivery models
- Experience in subscription or membership-based businesses is a plus
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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About the Company
Kforce Inc.
Kforce is a solutions firm specializing in technology, finance and accounting, and professional staffing services. Our KNOWLEDGEforce® empowers top companies to achieve their digital transformation goals. We curate teams of technical experts who deliver solutions custom-tailored to each client’s needs. These scalable, flexible outcomes are shaped by deep market knowledge, thought leadership and our multi-industry expertise.
Our integrated approach is rooted in 60 years of proven success deploying highly skilled professionals on a temporary and direct-hire basis. Each year, approximately 18,000 talented experts work with the Fortune 500 and other leading companies. Together, we deliver Great Results Through Strategic Partnership and Knowledge Sharing®.