Senior Director, Product Management - Financial Services

At Talkdesk, we are courageous innovators focused on redefining customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits and minimizing our global footprint. Each day, thousands of employees, customers and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #8 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

We are looking for a highly motivated Director/Sr Director Product Management, Financial Services, to lead talented Product Managers and report to the Industries’ Business Unit Head of Product. This individual will be responsible for building our Talkdesk Financial Services product line that includes Banking, Insurance and other sub-verticals.

This is a highly visible role with people management and executive ownership.

RESPONSIBILITIES:

IDEATE

• Interact with Customers, Talkdesk Industry stakeholders and market thought leaders to develop a deep understanding and define product requirements and best practices for Financial Services enterprise contact center business problems.

• Synthesize research to set a strategic direction and priority for the Talkdesk Financial Services Experience Cloud product.

• Build and evaluate business cases to support product investment decisions.

BUILD

• Using Financial Services technical expertise in Banking & Insurance build use cases, validations and prioritization

• Identify core business processes within each sub vertical, focus on value creation and identify the best way to implement them in the product.

• Collaborate with engineering, data science, UX, QA, and documentation to create exceptional solutions.

• Own technical and integration development partnerships for Financial Services 3rd party applications.

• Own Product Roadmap and execution for banking, insurance and other Financial Services sub-verticals.

• Work closely with other Talkdesk Business Units to influence API, platform and horizontal product roadmap decisions.

SUPPORT GTM

• Collaborate on marketing and enablement strategies with the ability to present to the Executive Leadership.

• Support Industry Strategy & Marketing teams

  • creating, executing go-to-market plans for product launches and new releases

  • Produce strong externally facing content including thought leadership content, webinars, data sheets, solution guides, customer stories, demo videos, and more in partnership with marketing and creative teams.

  • Create compelling and easy to understand internally facing content including sales training, competitive positioning, FAQs, and sales playbooks.

  • Act as an ambassador and spokesperson for the Financial Services industry, with analysts, at tradeshows, etc.

• Continuously collaborate with Strategy, Field, Marketing, Research and Partner teams to ensure messaging, value creation and field enablement assets are accurate

CUSTOMER SUCCESS

• Work collaboratively with Sales, Professional Services, and Support to promote the delivery and successful implementation of product features

• Effectively and proactively communicate with customers and build a trusted advisor relationship.

REQUIREMENTS:

• Experience leading enterprise SaaS applications products or technology with strong project management skills

• 15+ years in a leadership role and experience in Financial Services Industry

• Entrepreneur accountability: Influence and orchestrate multiple stakeholders and being accountable for driving that group of stakeholders to build market compelling solutions

• Product Management experience building/working with Retail Banking and/or P&C Insurance software

• Experience in related Financial Services ecosystem such as Banking cores or Claims Management / Policy Administration insurance systems and others

• Strong technical background with the ability roll up the sleeves and help the team

• Experience interacting with sales, services and customers

• Experience and passion for creating brand new teams

• Experience with contact center solutions is a huge plus

• Can-do attitude and ability; Be a true go-getter and a positive force in the company

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.