Director, Product Management - CX & Contact Center Technology

About the role

Avis Budget Group is looking for a Director, Product Management - Customer Experience (CX) & Contact Center Technology (Global) to report to the CX Leader. The role leads the strategy, execution and delivery of technology products powering the global contact center ecosystem and enables end-to-end CX transformation. It establishes and leads a modern, agile product operating model organized around cross-functional product pods.

Key responsibilities

• Define and execute the global product strategy and roadmap for contact center technologies, aligned with CX and business priorities, and turn Voice of Customer insights into prioritized investments.
• Establish and lead cross-functional product pods (product management, CX/UX design, engineering, QA, architecture, analytics, project management) and standardize product practices globally.
• Lead a global portfolio of contact center and CX technology initiatives, owning discovery, roadmap, development, release and continuous improvement.
• Own key platforms: CRM, Customer Data Platform (CDP), knowledge base, agent workspace, Amazon Connect, communication services and mainframe customer systems.
• Drive adoption of AI and intelligent automation, including conversational AI, intelligent routing, agent assist and predictive insights.

Required profile

• Bachelor's degree in Business, Technology, Engineering or a related field (MBA preferred).
• 10+ years of product management experience with leadership responsibilities.
• Proven experience in contact center technologies and customer experience platforms, and leading global, cross-functional teams and transformation initiatives.
• Deep experience leading AI-driven solutions in contact centers and strong product strategy and roadmap capabilities.

Required skills

• Agile product management and pod/squad operating models.
• Experience with CRM, CDP, contact center platforms (e.g. Amazon Connect) and digital CX ecosystems.
• Stakeholder management, executive communication and ability to manage complexity in global, matrixed organizations.

What we offer

• Annual starting salary of $160,000 - $235,000, depending on geography, skills, education and experience.
• Medical, dental, vision, life and disability insurance, plus optional group auto, home, pet, legal assistance and other coverage.
• 401(k) retirement plan with company match.
• Training, employee discounts on Avis/Budget cars and an Employee Assistance Program.