Contact Center Product Manager II- Voice

Contact Center Product Manager II- Voice Location:

Buffalo, NY | 4 days in office and 1 day from home

Overview:

Responsible for the management of multiple product lines or services within the Voice channel for a major market segment, including IVR, call routing, voice bots, self‑service capabilities, and customer experience orchestration. This role oversees the design, development, implementation, optimization, and marketing of Voice products to ensure they deliver strong customer outcomes, increase containment, and remain marketable, profitable, and compliant with legal and regulatory requirements. The Product Manager - Voice owns the full product lifecycle and drives continuous improvement through analysis, collaboration, and execution.

Primary Responsibilities:

Manage the Voice channel product portfolio, including IVR, routing logic, prompts, call flows, callback experiences, and voice bot functionality. Own the business Voice channel opportunity intake and enhancement pipeline. Lead all aspects of new product implementation and existing product modifications, including design, development, testing, deployment, and operational readiness. Act as a liaison with business partners, technology teams, operations, compliance, risk, and other affected departments. Recommend product pricing with a thorough understanding of cost structures, revenue planning, profitability, and product risk. Own all Voice product financials, including forecasting, revenue planning, and profitability analysis. Ensure products and services comply with legal, regulatory, risk, and internal control requirements in accordance with the Company's Risk Appetite. Conduct ongoing performance analysis of the Voice channel, including containment rates, transfer rates, misroutes, call drivers, and voice bot intent performance. Identify and recommend opportunities to improve automation, self‑service adoption, customer experience, and operational efficiency. Collaborate with business partners to identify new self‑service opportunities and enhancements within the IVR. Partner with ECCI to implement and deploy Voice channel enhancements. Maintain accurate and complete documentation for IVR flows, routing logic, feature releases, and operational procedures. Work closely with the Customer Channels Test Coordinator to ensure high‑quality testing and release execution. Establish marketing objectives and collaborate with internal teams to develop effective programs to promote Voice products and services. Evaluate product and service success and recommend changes to product features, pricing, or marketing strategies as needed. Monitor industry trends, emerging technologies, and advancements in voice, self‑service, and customer channel capabilities. Perform regular reporting and analysis related to the Voice product portfolio. Identify and escalate risk‑related issues to management when appropriate. Promote an environment that supports belonging and reflects the M&T Bank brand. Maintain M&T internal control standards, including timely implementation of internal and external audit findings and regulatory issues as applicable. Complete other related duties as assigned.

Education and Experience Required:

Bachelor's degree 5 years' proven marketing, product management, financial, operations and/or project management experience, OR in lieu of a degree, A combined minimum of 9 years' higher education and/or work experience, including a minimum of 5 years' proven marketing, product management, financial, operations and/or project management experience. M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $89,600.00 - $149,300.00 Annual (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation. Location Buffalo, New York, United States of America Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people's lives and uplift the communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T's affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank's traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution. As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values - integrity, ownership, collaboration, curiosity, and candor - drive the work we do. We seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members. View M&T's Human Capital Report to learn more. Ready to join our team? Submit your application today! If you are unable to apply through this site due to technical issues or need an accommodation to apply, please contact us at careersitesupport@mtb.com for assistance. M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws. M&T Bank Corporation has policies and procedures in place to promote a drug free workplace. Career Site Privacy Notice