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Product Manager – Call Center Modernization
Las Vegas, NVFusion HCR is hiring!
Job Title: Product Manager – Call Center Modernization
Location: Las Vegas, NV (Onsite)
Employment Type: Full-time, Direct Hire
Job Summary
We are seeking a forward-thinking Product Manager to lead the modernization of our client’s call center. This individual will transform the call center into a future-ready, AI-powered service hub by implementing Microsoft Dynamics, integrating APIs across multiple reservation and guest systems, and leveraging AI/ML to improve both guest and agent experiences.
Key Responsibilities
Qualifications
Job Title: Product Manager – Call Center Modernization
Location: Las Vegas, NV (Onsite)
Employment Type: Full-time, Direct Hire
Job Summary
We are seeking a forward-thinking Product Manager to lead the modernization of our client’s call center. This individual will transform the call center into a future-ready, AI-powered service hub by implementing Microsoft Dynamics, integrating APIs across multiple reservation and guest systems, and leveraging AI/ML to improve both guest and agent experiences.
Key Responsibilities
- Own the roadmap for call center modernization, including Microsoft Dynamics implementation and API integration strategy.
- Define use cases that enhance agent productivity (unified profiles, cross-system booking access, guest preferences) and guest experience.
- Partner with AI/ML teams and vendors to design and launch intelligent chatbots and knowledge bases for both guest self-service and internal training.
- Collaborate with call center operations leadership to define requirements and measure success (AHT, NPS/CSAT, containment rates, cost savings).
- Ensure alignment of call center experiences with digital product teams (web, mobile, and in-person guest journeys).
- Support transition planning, training, and adoption of Dynamics across hotel, spa, dining, casino, and nightlife operations.
- Drive continuous improvement using analytics, feedback loops, and automation opportunities.
Qualifications
- 4–6+ years of product management or digital transformation experience, ideally within customer service, contact centers, or enterprise platforms.
- Experience with Microsoft Dynamics, Salesforce, or similar CRM/contact center platforms.
- Knowledge of API integrations and ability to collaborate with engineering for multi-system orchestration.
- Familiarity with AI/ML tools for knowledge bases, chatbots, and NLP.
- Strong stakeholder management skills across operations, IT, and product teams.
- Analytical and outcome-oriented with experience defining and tracking service metrics (AHT, FCR, CSAT).
- Excellent communication skills for executive, operational, and vendor collaboration.