Senior Digital Product Manager - Operational Excellence

Job Title

Sr. Digital Product Manager, Service Excellence

Locations

Bogotá, Distrito Capital, Colombia; Paranaque, Manila

Summary

Lead a cross‑functional team focused on creating scalable, customer‑centric digital products that enhance both agent and customer experiences across multiple touchpoints. Responsibilities include strategy development, product backlog ownership, and delivery across integrated platforms such as Genesys, ASKGS, and ServiceNow.

Key Responsibilities

• Develop and drive the strategy for the omnichannel suite of products, establishing objectives, success metrics, and a capability roadmap for Genesys and ASKGS ServiceNow Platform.
• Define and validate product backlog ideas in partnership with user input, translating them into a release plan aligned with quarterly goals.
• Maintain clear communication of progress, risks, issues, and improvement opportunities to leaders...