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About
Pay up to £77,740, plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work-life balance.

We are looking for a Lead Product Manager to join Digital Channels for the Next Generation Contact Centre (NGCC) & Contact Centre Modernisation Programme (CCMP). As our Lead Product Manager, you'll shape the future of contact centre services, evolving a suite of products, aligning them with strategic goals and delivering real impact.

We're driving a transformation of government services, using innovative ideas and technologies to create scalable, user-centric contact centre solutions. We are part of the UK's biggest government department, serving around 22 million claimants and customers with services for pensions, benefits, and more, handling over 35,000 agents and circa 80 million calls annually.

You and your role

You'll work with and lead our product teams, using your contact centre domain knowledge to develop product roadmaps and handle complex issues. Collaborating with Architects, Engineers, Operational colleagues, and business strategy teams, you'll co-develop applications that enable millions of citizens to access support and services.

This is a Key Senior Leadership Role. You Will

• Drive product vision, roadmaps, and lifecycle management.
• Collaborate with diverse stakeholders.
• Empower and lead a team of Product Managers and Analysts.
• Share expertise and mentor others in product management best practices.

Engage with our Product Community of Practice to innovate and grow.

Skills, Knowledge, and Experience Needed

Include examples of:

• Understanding, analyzing, and evaluating complexity and risk in contact centre solutions, with experience managing Genesys, NICE, or similar platforms.
• Experience with inbound/outbound capabilities, workforce management, reporting, agent desktop tools, and familiarity with Verint, Omilia, or similar AI solutions.

Extensive experience in the contact centre industry, with skills in product development, stakeholder influence, decision-making under pressure, and leadership in a live service environment.

Details, Wages, Perks

Location: Birmingham, Blackpool, Leeds, Newcastle, Manchester, Sheffield (hybrid model).

Pay: Up to £77,740.

Pension: Civil service pension with 28.97% employer contributions.

Holidays: 26 to 31 days, plus public holidays and up to 3 extra days per month on flexi-time.

Benefits include awards, flexible working, volunteering, discounts, loans, sports, social activities, and professional development opportunities.

Process

• Apply through Civil Service Jobs with full instructions.
• Single-stage online interview.

Click apply for more info and to start your application.