Director of Product-AI & Contact Center

Director of Product-AI & Contact Center

CONTACT CENTER TECHNOLOGY EXPERIENCE IS A CORE REQUIREMENT FOR THIS ROLE. Candidates must have demonstrated success leading product, technology, or transformation initiatives within large-scale enterprise contact center environments, ideally supporting 2,000+ agents across omnichannel operations. Experience with contact center platforms, agent technologies, customer interaction systems, and CX transformation is strongly preferred.

Location: Morris County Area, NJ (please note-due to client confidentiality, exact location within radius will be shared with shortlisted candidates.)

Work Arrangement: Hybrid, with an expectation of 4 days per week onsite. Relocation assistance is available for qualified candidates within reasonable time frame; however, preference will be given to candidates currently residing within a reasonable commuting distance of the Morris County area. In-Office work flexibility may be considered for exceptional candidates with highly relevant experience but is not a guarantee.

Employment Status & Work Authorization

• Full-time, direct-hire W-2 position
• No C2C arrangements
• No third-party recruiter, staffing firm, consulting firm, or vendor submissions
• Only candidates applying directly for employment will be considered
• Applicants must be legally authorized to work in the United States on a full-time basis
• Sponsorship is not available now or in the future for this position

Compensation

• Base Salary: $170,000 - $225,000 (dependent upon experience, qualifications, and overall alignment with role requirements)
• Please note: Placement within the stated range will be determined based on directly relevant experience, scope of prior responsibilities, demonstrated qualifications, and overall alignment with the requirements of the position. While the upper end of the range is generally reserved for candidates whose background most closely aligns with the role, exceptional candidates may be considered for compensation beyond the posted range where justified by experience and qualifications. Any such consideration would be evaluated on a case-by-case basis and should not be viewed as guaranteed.
• Short Term Incentive Plan: 35% Target Annual Discretionary Bonus
• Long Term Incentive Plan: $20,000 Annual CSU (vesting over 3 years)
• Comprehensive Benefits Package
• Relocation Assistance Available for Qualified Candidates

Position Overview

An established enterprise organization is seeking a Director-level Product Management leader to drive strategy, innovation, and modernization across a portfolio of customer service technologies, intelligent automation capabilities, and AI-enabled interaction platforms.

This individual will be responsible for defining long-term product vision, building and executing multi-year roadmaps, establishing investment priorities, and delivering measurable business outcomes across a large-scale service organization.

The ideal candidate combines deep Product Management expertise with significant customer service technology experience, recent AI and automation implementation leadership, and the ability to influence large matrixed organizations at the executive level.

Key Responsibilities

• Define and execute the long-term product vision and roadmap for enterprise customer service technologies and supporting platforms.
• Lead modernization and transformation initiatives across customer interaction technologies, self-service capabilities, workforce enablement tools, and AI-powered solutions.
• Establish product strategy, portfolio governance, investment priorities, and success metrics.
• Drive adoption of intelligent automation, conversational AI, virtual assistants, workflow orchestration, agent productivity solutions, predictive analytics, and decision-support capabilities.
• Translate customer, employee, operational, and business insights into scalable product investments and measurable outcomes.
• Partner with engineering, architecture, UX, analytics, operations, and executive stakeholders to deliver strategic initiatives.
• Build business cases, prioritize investments, and align cross-functional stakeholders around enterprise objectives.
• Establish and improve product operating models, Agile delivery practices, and governance frameworks.
• Influence large matrixed organizations and drive results through collaboration rather than direct authority.

Requirements:

• Bachelor’s Degree requi…