Digital Product Manager – Customer Operations
Digital Product Manager – Customer Operations
Sun strong 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 Responsibilities
· Product Strategy & Roadmap
- Own the roadmap for Sunstrong’s Customer Operations digital products, prioritizing initiatives that create measurable business value
- Partner with business stakeholders to understand core business goals and translate those goals into an actionable digital product strategy
- Define and track KPIs to measure the impact of digital product initiatives/features
- Maintain a comprehensive stack-rank of new features and initiatives
- Engage with software end users via interviews, demos, and other forms of user research
- Maintain a high-level of subject matter expertise, becoming the digital product liaison for Customer Operations
- Write user stories, define acceptance criteria, and guide development teams to deliver features that meet business objectives
- Develop product requirements documents to define the purpose and functionality of product features
- Collaborate 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 stakeholders
- Provide ongoing, data-driven analyses, offering recommendations to iterate, scale, and improve digital products
- Facilitate adoption and business readiness for new features and products; including creating and facilitating training content as necessary
- Adhere to SunStrong product management standards & practices, including using Agile methodology
- Bachelor's degree or equivalent
- 4+ years related business experience
- 2+ years experience as a product owner or manager
- 2+ years experience with supporting/facilitating projects for cloud-based technology
- 2+ years experience with agile
- Thorough understanding of Product Life Cycle management controls
- Strong background in Salesforce Service Cloud
- Experience modernizing customer service operations (queue-based → Skills-based OmniChannel routing, Agentforce bots)
- Familiarity with OmniChannel, IVR routing, email-to-case, and AWS environments
- Familiarity with CRM models in complex enterprise environments
- Experience with Salesforce Data 360
- Strong data analysis skills, including experience with SQL and Python
- Strong statistical background
- Familiarity with AI-assisted development platforms like Cursor