Senior Manager, Product Management - ICX RTM

Job description

The Opportunity

The ATS Creativity & Productivity (C&P) Business Capability, Design & Delivery (BCDD) team is looking for an experienced Senior Manager to lead the CRM and Omnichannel product pillar within the Integrated Customer Experience (ICX) RTM organization.

This role is responsible for defining and driving the AI first product strategy and delivery for:

• CRM platforms supporting transactional Sales and Support teams
• High velocity sales experience including tooling
• Omnichannel communication platforms (chat, phone, messaging, contact center capabilities)
• Advisor-facing workflow automation and intelligent routing
• AI-enabled Advisor productivity capabilities

You will build trusted relationships across ICX leadership and drive a disciplined product perspective within your team. You will simplify and optimize complex end to end workflows in a highly matrixed environment.

You will articulate and influence at the VP and Senior Director level to drive transformation, particularly in areas of AI/GenAI enablement, platform modernization, and service reliability.

You will collaborate closely with Architecture, Engineering, UX, Analytics, and Vendor partners to prototype, validate, and scale solutions that improve advisor productivity, operational efficiency, and customer experience.

What You’ll Do

• Rapidly understand the ICX operating model and find opportunities to streamline critical workflows to drive measurable business value.
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