Senior Product Manager, CCaaS

Cox Communications, Atlanta, GA 30328

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services.

Duration: Full-Time

Primary Location: 6205-B Peachtree Dunwoody Rd, Atlanta, GA, USA

Division: Cox Communications

Job Level: Manager/Senior Manager

Travel: Yes, 15 % of the Time

Schedule: Full-time

Shift: Day Job

Requisition Number: 216500


Role Summary
Provides continuous and visible leadership for Contact Center as a Service (CCaaS) product performance and future development and deployment plans; Accountable for and serves as an authority on all aspects of product portfolios lifecycle including: launch, customer experience, financial and operating metrics, enhancement priorities and product roadmaps; Recognized as subject matter expert on a category of products; Leads cross-functional teams by example demonstrating passion and drive to satisfy customer needs and optimize customer experience through product innovation and/or improvements to internal organization, processes and technology; Synthesizes information to determine both current and future (years in advance) customer needs. Input into budget decision; commits resources to address/balance customer needs; Operates with extensive latitude for independent judgment within operational parameters; Negotiates critical and controversial issues with senior leadership on ideas and solutions that impact industry and/or corporate results.; May be responsible for product portfolio roadmaps requiring multiple year plans; Develops, or provides guidance to develop, innovative solutions to highly complex and/or emerging technologies; Provides influence and leadership to cross-functional teams and other stakeholders on ideas and solutions that impact industry and/or corporate results; Provides mentorship and guidance to team members and associates.
Primary Responsibilities and Essential Functions
  • Accountable for the completion of product development and launch projects and achievement of business objectives through planning, budgeting, resourcing, and monitoring accuracy of work, etc. Ensures success through adequate resourcing of initiatives.
  • Manage and review allocated budget and actual spend for product development and lifecycle activities.
  • Serves as champion for product initiatives to obtain necessary cross-functional support and sponsorship. Directly and indirectly influences others to garner needed resources and support.
  • Exhibits leadership with respect to project development, team interactions, business insights and product management.
  • May generate business insights which guide product solutions.
  • Identify customer expectations and unmet needs with product and services to innovate and create solutions that address gaps and enhance customer experience. Directs product features from ideation through deployment.
  • Analyze customer, business and product performance metrics and interpret underlying drivers to translate into data-based recommendations.
  • Develop a documented product vision which aligns with and/or enhances customer needs, market and competitive trends and corporate strategy.
  • Develops product family strategic vision; translates vision into clear and defined business requirements to drive functional specifications and technical requirements.
  • Drive the development of business cases which define the product value proposition to support product and services roadmap investments in collaboration with business partners.
  • Direct the prioritization of product improvements and necessary resources across the product portfolio to optimize customer experience and strengthen financials.
  • Facilitates communication amongst executive, peers and relevant department and cross-functional stakeholders to maintain alignment and awareness of current product state and vision.
  • Create, sustain and optimize operational practices and procedures to drive efficiencies.
  • Monitor developments within the industry, vendor community and technology trends in general to consider implications and benefits to customer expectations and product roadmaps.
  • Is a recognized leader and authority in the organization for CCaaS product.
  • Identifies and researches customer needs to further the organizations objectives. Directs investigations of areas of considerable novelty and importance for which precedents are lacking in areas critical to the overall product program.
  • Is consulted by associates and others with a high degree of reliance placed on his/her interpretations and advice.
  • Provides recommendations to management regarding facilities, personnel, and funds required to carry out product programs that are directly related with and directed towards fulfillment of overall organizational objectives.
  • Work with Marketing to define CCaaS offer and value story across key verticals and customer segments.
  • Promote and drive CCaaS offer across CB Markets and Sales, serving as product champion and lead product point of contact for the CCaaS Product.


  • Where permitted by applicable law, must be fully vaccinated against COVID-19 to be considered for this U.S. based job. (Reasonable accommodations for medical and religious objections will be considered.)
  • 7 or more years of experience required in related field (e.g. Technology, Product, Marketing, Sales Engineering, Process Improvement.)
  • 5 or more years of experience required if candidate possesses a related advanced degree
  • Demonstrated technical, business and product knowledge specific the CCaaS marketplace
  • Excellent interpersonal, collaborative and communication skills to work effectively with teams throughout organization.
  • Requires command of market trends and technology advancements across Communication and Collaboration capabilities including UCaaS, CCaaS. This should be inclusive of operational models to manage quote to cash process
  • Requires knowledge of SIP, WebRTC, OSI model, LAN administration, and networking (inclusive of SD-WAN, VLANs, TCP/IP, network firewalls, switching protocols, routing protocols, DNS, VPNs, NAT/NAPT, GPON, Fiber, DOCSIS, WiFi, QoS/DSCP, CoS, PoE)
  • Strong working knowledge of core telephony Soft switch concepts such as signaling, codecs, dial plans, phone number manipulation, call routing.
  • BS/BA degree in related discipline strongly desired (e.g. Business Administration, Engineering, Computer Science, etc.)

Who We Are

About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. Were dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

About Cox

We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

About Cox Communications

Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. The third-largest U.S. cable company, Cox serves approximately 6 million residences and businesses. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising.

Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. For nine years, Cox has been recognized as the top operator for women by Women in Cable Telecommunications; Cox has ranked among DiversityInc's Top 50 Companies for Diversity 11 times. More information about Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at and

Cox Communications

Want to learn more about Cox Communications? Visit Cox Communications's website.