Product Manager - Customer Contact

Want to solve really interesting problems at huge scale? 

Want to learn from the best and be challenged to think differently every day? 

Want to work hand in hand with development teams where you drive success and return to the business? 

Want the flexibility to work at home and in an office where it helps you meet your work and life commitments? 

Read below for your next opportunity....

Come and grow with our Customer Contact Product Family

When our customers need help, we’re there for them. Our self-service and agent-led channels make sure customers get a great experience with us, every time. To ensure we’re delivering on our promise, we communicate with customers over multiple channels, including phone, live chat and social media.

Powering these interactions is a wide variety of tooling. In this ever-evolving landscape, we blend front-end design with back-end architecture, always maintaining a user-centric mindset. Expect a dynamic and varied work environment where each day brings new challenges and opportunities to make a significant impact. 

About the Role

We are seeking a dynamic and technically proficient Product Manager with strong expertise in Pega, particularly in case management, AI-driven decisioning, and data integration. This role combines strategic vision, technical acumen, and exceptional stakeholder management skills to deliver innovative solutions that optimize business processes and elevate customer experiences.

As the Technical Product Manager, you will collaborate with cross-functional teams to design, develop, and implement cutting-edge solutions using the Pega platform. Your focus will be on leveraging Pega’s capabilities to streamline case management workflows, integrate AI for smarter decision-making, and enhance data-driven insights.

Key Responsibilities Product Strategy & Vision:

• Define the product roadmap for Pega-based solutions, focusing on case management, AI decisioning, and data integration capabilities.
• Align product initiatives with business goals and customer needs, balancing innovation with operational excellence.
• Stay abreast of industry trends, Pega advancements, and emerging technologies to continuously enhance product offerings.

Solution Design & Development:

• Collaborate with architects, developers, and analysts to design robust Pega workflows and frameworks for complex case management scenarios.
• Drive the integration of AI models and predictive analytics within Pega for real-time decision-making and personalization.
• Ensure seamless data integration between Pega and enterprise data platforms like Snowflake, ensuring high-quality, actionable insights.

Stakeholder Collaboration:

• Act as the primary liaison between business stakeholders, technical teams, and external partners, translating business requirements into technical specifications.
• Foster strong relationships with internal teams, including operations, marketing, and compliance, to ensure alignment and effective communication.
• Manage stakeholder expectations by providing clear updates on project timelines, deliverables, and risks.

Execution & Delivery:

• Lead end-to-end delivery of Pega solutions, from ideation to implementation, ensuring projects are completed on time and within budget.
• Oversee the configuration, testing, and deployment of Pega features, ensuring they meet user requirements and quality standards.
• Develop and maintain comprehensive documentation, including use cases, user stories, and technical specifications.

Performance Measurement & Continuous Improvement:

• Define and monitor KPIs to measure the success of Pega solutions in terms of business impact, user adoption, and system performance.
• Identify opportunities for process optimization and automation, driving continuous improvement across workflows.

Qualifications Technical Expertise:

• 3+ years of experience in product management, with a focus on Pega platform solutions.
• In-depth knowledge of Pega’s case management, AI decisioning, and data integration capabilities.
• Hands-on experience with Pega’s low-code/no-code development tools.
• Familiarity with enterprise data platforms (e.g., Snowflake) and BI tools (e.g., Power BI).

Stakeholder Management:

• Proven ability to manage diverse stakeholders, including technical teams, business leaders, and external vendors.
• Exceptional communication and presentation skills, with the ability to translate complex technical concepts into actionable insights.
• Strong negotiation and conflict resolution skills.

Problem-Solving & Leadership:

• Demonstrated ability to solve complex business problems using technology-driven solutions.
• Experience leading cross-functional teams in an Agile/Scrum environment.
• Strategic thinker with a results-driven mindset and a keen attention to detail.

Education:

• Bachelor's degree in computer science, Information Systems, Engineering, or a related field. Master’s degree is a plus.
• Pega certifications (e.g., CSA, CSSA, or CPBA) are highly desirable.

In return you’ll get:

• Colleague discount across the multi-brands – Sainsbury’s, Argos and Habitat
• Holiday allowance
• Bonus scheme
• Pension plan
• Special offers on gym memberships, restaurants, holidays, retail vouchers and more

Last couple of bits…

We’ve adopted a hybrid model, coming together for collaboration and to get to know each other better. We’re working flexibly – have a chat with us about what you need.

If you’ve read this far but are not 100% sure you’re there with your experience, still get in touch. The skills you do have are often more transferrable than you think ��. Equally with such a large and growing tech team, it might be there’s something else that could suit you better. If you’d like to find out more head to Sainsbury's DTD.

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