Contact Center Product Owner (Central Government)
2 days ago Be among the first 25 applicants
Location: Manchester (North West preferred) – 2-3 days on-site (potentially up to 4 days per week)
Duration: 15 to 24 months
Programme Type: Waterfall (not Agile)
Key Responsibilities:
* Define and communicate product vision and strategy for contact centre solutions, ensuring alignment with business needs and government priorities.
* Develop and manage the product roadmap, ensuring delivery of critical contact centre infrastructure enhancements.
* Collaborate with stakeholders across contact centres, customer service teams, and IT to optimize digital service offerings.
* Ensure all product development aligns with government regulations and security standards for contact centre operations.
* Develop risk and issue management plans, proactively mitigating potential blockers in a large-scale contact centre transformation programme.
* Proven experience working on contact centre products, platforms, or digital services.
* Strong background in product management within government and large-scale programme environments.
* Expertise in traditional, structured project management (Waterfall) with excellent planning, risk, and issue management.
* Strong ability to develop and present detailed plans to senior stakeholders, building trust and confidence in delivery.
* Experience in critical infrastructure projects, particularly in customer service and digital transformation.
Ideal Candidate:
* Based in the North West region for easier access to Manchester.
* Strong understanding of contact centre metrics, workforce management, and omnichannel service delivery.
* Comfortable working in a non-agile environment, focusing on structured delivery and programme governance.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Consulting
Industries
IT Services and IT Consulting
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