Director for Customer Experience Platforms Product Management

What you will do

The Director of Customer Experience Platforms Product Management will lead a multifaceted team of direct reports, indirect reports, and third-party resources to deliver the Customer Experience of the Future for over 7000 agents and supervisors.

This position is pivotal in evolving the customer journey to align with Johnson Controls' strategic vision. The role encompasses the strategic development of products that transform Johnson Controls' customer and user experience, alongside the execution of that strategy.

The domain includes three primary product delivery streams: Contact Center ecosystem, Telecom Routing, and Teams Voice. The Contact Center ecosystem encompasses Customer Journey design/scripting, ACD/IVR, Quality Management, Workforce Management, Reporting, Analytics, Conversational AI, and additional capabilities.

How you will do it

• Lead technical exploration, innovation, design and development of new features & components.

• Drive technical discussions; recommend solutions and alternatives.

• Interact with Architects and other members of the team to ensure alignment with the overall architecture.

• Establish strong business relationships to gain a comprehensive understanding of requirements.

• Translate business requirements into clear technical specifications.

• Effectively communicate technical concepts to non-technical stakeholders.

• Support the career development of direct reports by setting goals, understanding their personal visions, and facilitating mentorship and challenging assignments to realize those visions.

• Ensure accountability and adherence to Agile DevOps methodologies.

What we look for

Required

• The candidate must have a deep technology background in Nice CX One.

• Exceptional presentation skills and the ability to effectively communicate with diverse audiences are crucial.

• Experience in financial modeling to support the development of future state business cases is essential.

• Strong relationship-building skills to motivate resources across different managerial lines are required.

• The ability to manage multiple projects and workstreams while prioritizing effectively is necessary.

• Time flexibility to support US stakeholders.

Preferred 

• Experience with other Customer Experience platforms

Our benefits

Besides working in an international environment, you will receive a regularly monthly bonus after your first six months, meal vouchers, a recreation allowance and retail discounts. Additionally, our flexible benefits program will allow you to customize benefits from a selection of 3500 products and service such as gym membership, medical cover, a multi-sports card plus many more.

Our onsite facilities at our Bratislava based office includes a canteen, nursery and coffee machines located on every floor.

If you are relocating to Bratislava to join Johnson Controls, you will be eligible to receive a housing allowance to help you setup your new life in Slovakia.

The gross monthly salary for this position starts from 5,400 EUR per month, plus a monthly bonus that starts after your first 6 months. Please note this is a minimum salary and our compensation packages are based on your professional experience and qualifications.

Our culture

At Johnson Controls you'll have the opportunity to work on some of the most exciting projects in today's market. Our hardworking people empower us, and we believe in being part of a team that is open, collaborative, results-oriented, hardworking and above all fun. 

We believe that diversity and inclusion matter and make a difference. By embracing the true value of diversity and inclusion, getting comfortable with having crucial conversations, and valuing different perspectives, we will be one of the most desirable places to work.