We are seeking a Regional Product Lead to join our Global Quality Transformation team. This senior individual contributor role is the operational owner of Automated Quality Monitoring (AQM) and Voice of the Customer (VOC) Copilot scale within a defined regional portfolio. You will act as the crucial intersection between product, operations, and commercial, driving deployment velocity and ensuring that AI-augmented quality models deliver measurable ROI.
Key Responsibilitie
- sRegional Deployment Ownership: Lead the end-to-end AQM and VOC Copilot pipeline, from account prioritization to steady state. You will drive the regional go/no-go decision process, track account readiness, and ensure deployments meet >90% accuracy gates
- .Adoption & Integration: Collaborate with Operations Directors and QA Team Leaders to integrate AI outputs into coaching workflows. You will set usage expectations, monitor adoption gaps, and drive the cultural shift from manual to AI-augmented quality models
- .Product Feedback & Roadmap Input: Serve as the regional voice of the field to the central product team. You will synthesize deployment learnings and feature gaps to influence the Fuel AQM and VOC Copilot roadmap, while managing technical evaluations for pilots
- .Reporting & Governance: Provide visibility into regional pipeline health, deployment progress, and impact metrics through biweekly updates. Support high-level client engagements, including QBRs and executive briefings, to ensure stakeholder alignment
.Qualification
- s5+ years of experience in contact center quality management, operations, PMO, or AI/technology program management
- .Demonstrated track record leading cross-functional technology deployments in a BPO, managed services, or enterprise operations environment
- .Experience managing or developing teams of analysts, specialists, or coordinators
- .Bachelor's degree in Business Administration, Data Analytics, Operations Management, or equivalent; advanced degree preferred
- .C1+ oral and written English proficiency
- .Preferred: Hands-on experience with AQM or Conversational Intelligence platforms; Six Sigma Green Belt or PMP/PRINCE2 certification
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