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Product Manager Integrated Customer Experience (ICX)
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Based on California data
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What they do
A Customer Experience Manager manages processes used by a company to track customer interactions, improve customer service and build customer loyalty. Reviews sales and marketing interactions with customers. Gathers and analyzes customer feedback and designs practices to improve customer experience.
$66,759 / year median in California
+3% projected growth
Job Description
Job:
Product Manager
•Integrated Customer Experience (ICX)
Location:
San Jose, CA
•Hybrid About the Role We are looking for a Product Manager
•Integrated Customer Experience (ICX) to help define, deliver, and enhance customer and agent experiences across phone, chat, and contact center platforms. This role will focus on CCaaS solutions, emphasizing Amazon Connect, and require close collaboration with Business, IT, Engineering, and Operations teams in a fast-paced, enterprise environment. What You Bring 6+ years of IT experience, with 4+ years as a Product Manager. Experience supporting contact center or customer care technologies (phone, chat, chatbots, AI, Email). Hands-on experience with CCaaS platforms, preferably Amazon Connect (Genesys, Ring Central or LivePerson a plus). Strong experience writing user stories, functional requirements, and acceptance criteria.