Product Manager

 

Posted: 04/07/2021

Who We’re Looking For – Product Manager

The Product Team plays a meaningful role in driving strategy and aligning the business. When it comes to the customer experience, the buck stops with this team. Working to bring to bear market knowledge, user research, technical facility, and experience-based intuition, Product finds opportunities and market problems that can be uniquely solved by Clearlink. You’ll be working with a hardworking, customer-centric group of Product Managers and reporting directly to the Principal Product Manager. You will be a key leader in guiding and advising vision and strategy for Clearlink’s Call Center Sales Experience (Telephony/IVR, Order entry/CRM and Quality).

What You’ll Do

  • Understand user needs and market problems to generate feature ideas to improve the customer’s experience with respect to our call center
  • Identify ways to optimize the current call center customer and agent experience. Own the critical metrics for the initiatives you own and drive performance.
  • Perform detailed analyses that provide insights on the customer experience, cost savings opportunities, user behaviors, and competitive market factors
  • Partner with the Product Design team to conduct testing and research of the user experience
  • Investigate and vet new tools and current partner capabilities as related to Call Center products while working closely with other products with the organization
  • Optimize launch to improve potential adoption of new products and features
  • Work closely with senior executives from product, engineering, sales, and operations
  • Work through all aspects of product management: discovery, development, go-to-market, product marketing, and future iterations

What You Need

  • 2+ years of proven experience in Product Management
  • Bachelor’s degree in a technical field or equivalent experience
  • Experience working at a company focused on customer experience and Call Center/Contact Management space
  • Self-starter with an eye for detail, proactive problem-solver that is able to meet set strategic goals in a dynamic environment
  • Excel at user empathy and can research needs for customers and agents to simplify complex workflows and facilitate intuitive, user-friendly interfaces and user journeys
  • Ability to drive decision-making through data analytics and metrics
  • Experience owning product development/Integrations/deployment and working cross-functionally with UX design and software development teams
  • Highly organized with demonstrated ability to simultaneously manage multiple high-complexity projects
  • Excellent communication and presentation skills and ability to interact appropriately with all levels of the organization, including: users, engineers, sales, senior leaders, vendors, and brand partners

More About Clearlink

Clearlink, a SYKES company, is an award-winning digital marketing, sales conversion, and technology company, headquartered in Salt Lake City. A trusted partner for Fortune 500 companies since 2003, Clearlink delivers intuitive and engaging experiences throughout the customer journey that connect consumers with the products and services they need. Clearlink’s people-focused culture has been recognized internationally for strong leadership, business growth, innovative employee initiatives, and corporate social responsibility.

We are a company that lives by CLEAR values: Create Community, Learn and Grow, Embrace Opportunity, Act Like an Owner, Respect Every Person. That means that when you come to work for Clearlink, you’ll be surrounded by people that care for each other, care about every person being able to be the most authentic version of themselves, and care about making the communities around them a better place. Clearlink is a place that will empower you to take true ownership of your career and provide all the support needed to help you turn challenges into opportunities to grow!

People have taken notice of all the phenomenal things happening here at Clearlink! Over the last couple of years, we’ve been recognized with dozens of awards, such as:

  • Utah Business Magazine’s SAMY Awards
  • Utah Business Magazine’s 40 Under 40 Awards
  • Utah Business Magazine’s 30 Women to Watch Awards
  • Utah Business Magazine’s 20 in Their 20s Awards
  • Utah Business Magazine’s Fast 50 Awards
  • Search Engine Land Awards, Best In-house SEO Team Finalist
  • PR Daily Digital PR Awards, Viral Campaign Award
  • PR Daily Digital PR Awards, Media Relations Campaign Award
  • Utah Diversity Connection, Large Business Diversity Award
  • The Stevie Awards, Achievements in Health and Wellness
  • The Stevie Awards, Achievements in Developing and Promoting Women in Business
  • The Stevie Awards, People-focused CEO of the Year
  • Utah Business Magazine’s CEO of the Year
  • Achievers 50 Most Engaged Workplaces Award
  • Women Tech Council’s Shatter List

Benefits

In addition to the competitive pay and a healthy work/life integration, Clearlink offers industry-leading benefits to support you both inside and outside of the workplace. Some of the benefits include:

  • An award-winning wellness program with a path to have 100% of healthcare premiums paid in full (over 80% of employees have 90%-100% of their premiums covered by Clearlink)
  • 401K matching, tuition reimbursement, dedicated budget for conferences and certifications training/certification opportunities
  • Free sets of ski passes to Utah’s top ski resorts
  • Annual Trip of a Lifetime winners from each department that get to choose anywhere in the world to visit, and everyone in the larger group of finalists get a consolation prize of a week in a tropical paradise like Hawaii, Jamaica, or Mexico
  • Paid maternity/paternity leave
  • Access to yoga, meditation, counseling, outdoor and wellness activities like mountain biking and paddle boarding, and much more

*Everyone is a part; no one is apart. Ours is a community for everyone. We embrace diversity in experience, identity, and perspective, not only to help each of us learn and grow, but also to expand the capabilities of our business.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

*COVID-19/Remote Work Update

We learned from the new reality of Coronavirus (COVID-19) that remote hiring, onboarding, and ongoing employment is not only possible but adds value for our people and to our business. The accomplishments of our team while working in a remote capacity catalyzed us to embrace remote work as a long-term strategy, and we are now hiring in AZ, CA, CO, FL, ID, IL, MN, MO, NY, NC, OR, TN, TX, UT, and WA. While our day-to-day approach has changed, our dedication to hiring the best talent in the industry and helping people to thrive both personally and professionally is stronger than ever. #LI-remote