Squad Lead Job Description
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As a key member of our squad, you will play a pivotal role in supporting Agent Interaction Endpoints in an agile environment. Collaborating with other leaders, you will influence strategic decisions and roadmaps to drive success.
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You will define resource requirements, set the mission, and unite the squad to execute results. Maintaining alignment on what and when work is performed through ongoing planning and prioritization, you will enable iterative delivery, innovation, and learning from failures.
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Your role ensures that products or services are available, stable, scalable, and fully supported. You will work closely with Product Area Leaders, team members, and chapter leaders, promoting agile principles and sustaining an innovative, agile culture.
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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.
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Main Responsibilities:
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Requirements:
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You must have 8-10 years of related experience in product management, systems development, product development, or project/product management. Knowledge of contact centre technologies is required.
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A Bachelor's degree is preferred. Contact Centre Management experience and Agile methodology experience are also highly desirable.
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You must be data-driven in your approach to understanding client needs and translating strategic goals into actionable priorities. A continuous improvement mindset and strong collaboration skills are essential for delivering business outcomes.
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You should be able to lead, influence, and motivate teams without formal authority; proven track record building high-performing teams is required.
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An intellectual curiosity with a commitment to coaching, learning, and professional development is necessary for this role.
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