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

DWP. Digital with Purpose.

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 once-in-a-generation transformation of government services, using fresh ideas and leading-edge technologies to create innovative, scalable, and user-centric contact centre solutions.

We're part of the UK's biggest government department, administering the state pension and a range of working age, disability, and ill health benefits to around 22 million claimants and customers. People who use our services are among some of the most vulnerable in our society.

The scale of what we do is extraordinary, with over 35,000 agents and receiving circa 80 million calls a year.

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.

Together with the Architects, Engineers, Operational colleagues and business strategy teams, you'll co-develop applications that enable millions of DWP citizens to access essential support, payments and to get into work.

This is a key senior leadership role. You will:

Drive product vision, roadmaps, and lifecycle management.

• Collaborate with diverse internal and external stakeholders.

• Empower and lead a team of Product Managers and Analysts.

• Share expertise and mentor others in product management best practices.

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

What skills, knowledge and experience will you need? How will this be assessed?

Our application process includes both a technical statement and a personal statement. This is your opportunity to showcase clear examples and evidence of how you meet the following:


Technical Statement:

• You must be able to understand, analyse, and evaluate complexity and risk across a range of contact centre solutions, with experience in deploying and/or managing Genesys, NICE, or other enterprise or cloud-based platforms.

• This should include inbound and outbound capabilities, workforce management (WFM), real-time and historical reporting, and agent desktop tools, along with familiarity with Verint or similar quality management products and Omilia or other conversational AI solutions.

Personal Statement:

• You must have extensive experience in the contact centre industry with deep skills and understanding of a wide range of contact centre products, and their successful iterative development.

• You are able to use this experience to get the best from a multidisciplinary team in a contact centre environment.

• Exceptional leadership skills in a contact centre operating model environment with the ability to develop and own Product Strategy.

• Experience of influencing stakeholders in difficult circumstances, manage conflicting views and diffusing challenging situations.

• Experience of making a decision under pressure in a time critical live service environment.
  
  

Details. Wages. Perks.

Location: You'll join us in one of our brilliant digital hubs in Birmingham, Blackpool, Leeds, Newcastle, Manchester or Sheffield, whichever is most convenient for you.

Hybrid Working: We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub.

Pay: We offer competitive pay of up to £77,740.

Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £22,521 per year.

Holidays: A generous leave package starting at 26 days rising to 31 days over time.

You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays.

We have a broad benefits package built around your work-life balance which includes:

• An award-winning environment and culture: Employer of the Year 2023 (Women In IT Awards), Founders Award for Outstanding Digital Leadership 2023 (Digital 100)

• Flexible working including flexible hours and flex-friendly policies

• Time off volunteering and charitable giving

• Bring your authentic self to work with 'I Can Be Me in DWP'

• Discounts and savings on shopping, fun days out and more

• Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference

• Sports and social activities

Professional development, coaching, mentoring and career progression opportunities.

Process:

We know your time is valuable so our application and selection process is just two stages:

CLICK APPLYfor more information and to start your application.