Outbound Contact Center Manager jobs in Utah

Who we are

SeekWell is the parent company of 1-800 Contacts, Luna, and Hello Eyes. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, disruptive products and businesses that make consumers cheer and optometrists squirm. We’re owned by KKR – one of the world’s largest and most successful private equity investment companies. We’ve built a great company and changed an industry by putting the customer first, always. The best is yet to come.

Why you want this job

In this role, you will be responsible for the product suite that enables our Customer Department to deliver a seamless experience for customers of 1-800 Contacts and additional business verticals.  You will partner closely with key stakeholders to help achieve business goals through a customer-first approach to Product Management.

What you’ll do

• Define the 3-5-year product strategy for the Contact Center, leveraging data to drive a cohesive narrative between current and future state. 
  • Build the vision for streamlining and up-leveling the technology stack. 
  • Determine how to implement AI and other technologies to solve customer needs, focusing on delight and value and key pillars of success. 
  • Unlock the ability to drive enhanced personalization by harnessing the wealth of data captured across customer touchpoints. 
  • Establish KPIs for measuring team success. 

• Build and execute a roadmap that achieves the product strategy in partnership with Engineering.
  • Own product requirements and contribute to design documents.
  • Take a leadership role in the software development lifecycle (ex: daily stand-up, planning/refinement retrospectives, etc.).
  • Leverage tools like Jellyfish and JIRA to identify optimization opportunities for the team. 

• Manage our Associate Product Manager, empowering them to help you scale effectively. 
• Monitor project status and provide updates on a regular cadence. 
• Organize and lead cross-functional teams to bring complex projects across the finish line. 
• Troubleshoot issues in partnership with business and development teams. 
• Interface with other development teams and systems/services, understanding the interactions (technical and functional) between the Contact Center and other parts of the business.
• Communicate effectively with stakeholders, executives, other product managers, and external partners to ensure alignment. 

What you'll need

• Ability to work from our Draper, Utah office 1-2 days a week 
• 7 years of product management experience working with Call Center technologies
  • Familiarity with Cisco (Finesse), NICE (IEX), Calabrio or similar tools considered a plus 
• Ability to build a product strategy from scratch given business objectives 
• Excellent written and verbal communication skills  
• Comfortable interacting with stakeholders from all levels of the organization 
• Experience working in agile software development frameworks 
• Familiarity with JIRA, Confluence required; Miro or Lucidchart preferred 
• Basic SQL skills preferred 

Who you are

• Humble, hungry, and smart
• Technical aptitude
• Resourceful
• Self-motivated
• Collaborative

Perks

• Free eye exams for your entire family
• Deep discounts on lenses, glasses, and other services
• Amazing healthcare coverage
• 401(k) match
• Flexible PTO
• Tuition reimbursement program
• In-house restaurant with highly discounted meals (Steak dinner under $6)
• Free snacks, ice cream, and drinks every day
• Full onsite gym

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

#LI-Hybrid