Call Center Technology Product Manager

Ent Credit Union and Wings Credit Union joined forces in January 2026. This merger means more opportunities, expanded resources, and a shared commitment to delivering exceptional member service. Together, we become more - empowering members, communities, and teams through a bold, unified future. Both organizations bring a strong legacy of member satisfaction, operational excellence, financial stability, and community impact. Recognized locally and nationally as best-in-class financial institutions and employers of choice, each is known for its commitment to financial well-being and philanthropic leadership.

Join us during this transformative time and be part of shaping the future of banking! To learn more about the merger, .

The Virtual Operations Technology Manager owns the strategy, vision, roadmap, performance, and continuous improvement of Wings member-facing voice and chat technology ecosystem, including Glia GVA, Glia Chat, Illuma Shield, and Creovai Capacity. The role partners with line-of-business leaders and technology teams to translate member and employee needs into secure, compliant, AI-enabled solutions. It also guides AI workflows, co-browsing, digital engagement, and the coordination of virtual assistants, agent-assist capabilities, and human support.

• Product Strategy, Roadmap, and Lifecycle Management:
  • Develop and maintain multi-quarter product roadmaps aligned with member experience, retention, operational efficiency, and financial objectives while balancing innovation with security, trust, risk, and regulatory requirements.
  • Lead discovery, prioritization, requirements definition, user-story development, prototyping, testing, piloting, launch, adoption, and ongoing optimization.
• AI, Automation, and Member Experience Design:
  • Design how GVA, Glia CoPilot, automation, and human representatives work together across the member journey.
  • Establish controls and measures for understanding, accuracy, containment, deflection, and escalation.
  • Gather feedback from members, frontline employees, and business leaders; convert pain points into prioritized enhancements; and validate that outcomes improve usability and deliver measurable value.
• Platform Performance, Reporting, and Optimization:
  Monitor and report system, queue, agent, and member-experience performance; create recurring and ad hoc reporting; identify trends, root causes, and opportunities for improvement.
• Requirements, Governance, and Operational Readiness:
  • Translate business needs into clear product requirements and acceptance criteria, manage intake and prioritization, coordinate approvals, maintain release documentation, and communicate changes to impacted teams.
  • Coordinate testing, training, communications, procedures, support ownership, launch readiness, post-launch monitoring, and issue resolution.
  • Maintain product documentation, decisions, roadmaps, standard operating procedures, release notes, and support materials.
• Cross-Functional, Vendor, and Stakeholder Leadership:
  • Coordinate business, technology, data, infrastructure, telephony, application support, quality assurance, marketing, project management, risk, legal, and compliance partners to deliver approved solutions.
  • Serve as a primary business contact and subject-matter expert for Glia-related products, facilitate vendor reviews and escalations, and keep leaders informed of risks, dependencies, decisions, and results.

• Bachelor's Degree in business, technology, product management, information systems, or a related field, or an equivalent combination of education and relevant experience, preferred
• 7+ years 'experience in product management, product ownership, business analysis, contact center technology, digital service, or a related discipline, required

Technical or Specialized Knowledge/

Skills:

• Demonstrated experience managing a product or platform through discovery, requirements, testing, implementation, adoption, and continuous improvement.
• Experience using data and member or customer feedback to prioritize work and measure business outcomes.
• Strong written and verbal communication skills, including the ability to explain technical…