Job Title:
Squad Leader – Agent Interactions
Role Overview:
As Squad Leader, you will support Agent Interaction Endpoints in an agile environment. You will collaborate with other leaders to influence strategic decisions and roadmaps, define resource requirements, set the mission, and unite the squad to execute results. Your role ensures that products or services are available, stable, scalable, and fully supported.
You will maintain alignment on
what
and
when
work is performed through ongoing planning and prioritization, enabling iterative delivery, innovation, and learning from failures. You will also be responsible for developing your own expertise to bring current best practices to the role. You will work closely with Product Area Leaders, team members, and chapter leaders, promoting agile principles and sustaining an innovative, agile culture.
This role focuses on creating and executing a product vision for Agent Interaction Endpoints that integrate with contact centre technologies to deliver first-class experiences for users.
Key Responsibilities:
* Define, refine, and communicate the team's mission to squad members and stakeholders to empower and align support.
* Anticipate, identify, and prioritize client/partner needs; act as the voice of the client to guide squad execution.
* Measure performance through critical metrics and deliver agreed-upon business, technology, and people results.
* Inspect and evaluate progress; remove impediments for the squad.
* Define, present, and evaluate results against agreed acceptance criteria.
* Make informed trade-offs between quality, cost, and timelines.
Required Skills & Expertise:
* 8–10 years of related experience in product management, systems development, product development, or project/product management.
* Knowledge of contact centre technologies is required.
* Bachelor's degree preferred.
* Contact Centre Management experience preferred.
* Agile methodology experience preferred.
* Data-driven approach to understanding client needs and translating strategic goals into actionable priorities.
* Continuous improvement mindset.
* Strong collaboration skills to deliver business outcomes, leveraging colleagues' expertise and removing obstacles.
* Ability to lead, influence, and motivate teams without formal authority; proven track record building high-performing teams.
* Intellectual curiosity with a commitment to coaching, learning, and professional development.
Team Environment:
The team provides world-class capabilities and services connecting associates to participants, members, and customers. Operating in an agile structure, the team is responsible for contact centre platforms across voice, email, and web chat channels. Continual improvement is essential, requiring curiosity, innovation, and a relentless focus on user experience. The team thrives on a collaborative, learning-focused culture and is committed to delivering measurable value.