Job DescriptionSunstrong is searching for a Digital Product Manager to lead an agile team responsible for building and optimizing software that powers Sunstrong’s Customer Operations ecosystem. The Digital Product Manager will partner closely with technology and operations to design and deliver tools that enable core customer support functions, including IVR optimization, billing platforms, customer communication workflows, Agentforce enhancements, inbound/outbound campaign management, and contact center operations.The ideal candidate will have a strong background in customer operations technology, billing systems, data management, and customer communication strategies. Experience supporting or deploying solutions related to call routing, collections workflows, CRM/contact center integrations, and agent desktop tools is highly preferred. The role requires comfort working in a data-driven environment, including the ability to perform hands-on data analysis to drive prioritization and improve customer experience outcomes.The Digital Product Manager will define the vision and roadmap for the Customer Operations software team. This individual will engage directly with operations teams, call center agents, and customer experience stakeholders to understand pain points, translate business needs into actionable product requirements, and assess the business value and impact of new features across customer touchpoints.Digital Product Manager ResponsibilitiesProduct Strategy & RoadmapOwn the roadmap for Sunstrong’s Customer Operations digital products, prioritizing initiatives that create measurable business valuePartner with business stakeholders to understand core business goals and translate those goals into an actionable digital product strategyDefine and track KPIs to measure the impact of digital product initiatives and featuresMaintain a comprehensive stack-rank of new features and initiativesUser-Centered ResearchEngage with software end users via interviews, demos, and other forms of user researchMaintain a high-level of subject matter expertise, becoming the digital product liaison for Customer OperationsExecution & DeliveryWrite user stories, define acceptance criteria, and guide development teams to deliver features that meet business objectivesDevelop product requirements documents to define the purpose and functionality of product featuresCollaborate with cross-functional internal teams consisting of software engineers, QA analysts, digital product managers, and data scientists to ensure new product initiatives are delivered with alignment from all key stakeholdersProvide ongoing, data-driven analyses, offering recommendations to iterate, scale, and improve digital productsFacilitate adoption and business readiness for new features and products, including creating and facilitating training content as necessaryAdhere to SunStrong product management standards and practices, including using Agile methodologyMinimum RequirementsBachelor's degree or equivalent4+ years related business experience2+ years experience as a product owner or manager2+ years experience with supporting/facilitating projects for cloud-based technology2+ years experience with agileThorough understanding of Product Life Cycle management controlsAdditional Knowledge, Skills and AbilitiesStrong background in Salesforce Service CloudExperience modernizing customer service operations (queue-based to Skills-based OmniChannel routing, Agentforce bots)Familiarity with OmniChannel, IVR routing, email-to-case, and AWS environmentsFamiliarity with CRM models in complex enterprise environmentsExperience with Salesforce Data 360Strong data analysis skills, including experience with SQL and PythonStrong statistical backgroundFamiliarity with AI-assisted development platforms like Cursor
