Director, Product Management - CX & Contact Center Technology

Driven to be the Best

People. Performance. Purpose.

At Avis Budget Group, we’re driven to be the best vehicle rental company in the world, together. Our 25,000 employees raise the bar every day, bringing different perspectives, taking ownership, and leading with integrity. We’re defining the future of mobility with safe, sustainable solutions that move people, businesses, and communities forward.

The Director, Product Management – Customer Experience (CX) & Contact Center Technology (Global) will lead the strategy, execution, and delivery of technology products that power the global contact center ecosystem, while enabling broader end-to-end customer experience (CX) transformation.

Reporting to the CX Leader, this role is accountable for global contact center technologies and capabilities, ensuring they deliver seamless, efficient, and intelligent customer and agent experiences. This leader will work in close partnership with other product and technology leaders to deliver an integrated CX product ecosystem.

The role will establish and lead a modern, agile product operating model, organizing work into cross-functional product pods responsible for delivering high-impact customer and operational outcomes. The Director will lead and orchestrate the work of cross-functional resources - including product management, service design, engineering, QA, architecture, analytics, and project management - to drive speed, quality, and measurable business value.

What You'll Do:

Global Contact Center Product Strategy (Aligned to CX)

Define and execute the global product strategy and roadmap for contact center technologies, aligned with CX and business priorities.

Ensure scalability, consistency, and performance of contact center capabilities across regions.

Translate Voice of Customer insights, analytics, and operational needs into prioritized product investments.

Align contact center product initiatives to end-to-end customer journey improvements.

Agile Product Operating Model (Pods / Squads)

Establish and lead dedicated cross-functional product pods focused on the highest-impact contact center and CX capabilities.

Implement a scalable agile pod/squad model enabling:

Faster iteration and delivery

Continuous feedback loops and improvement

Strong alignment between CX strategy and product outcomes

Ensure pods have clear accountability to supported business functions.

Standardize product management practices, governance, and delivery frameworks globally.

Cross-Functional Leadership & Delivery Orchestration

Lead and coordinate the work of cross-functional pod teams, including:

Product Managers

Service / CX Designers (CX/UX)

Engineering leads and teams

QA leads and testing teams

Architects (shared)

Product Analysts

Project / Delivery Managers

Drive alignment from insight, design, build, deploy and optimize.

Remove silos and ensure end-to-end ownership and accountability across delivery teams.

Product Delivery & Lifecycle Management

Lead a global portfolio of contact center and CX technology initiatives.

Own the full product lifecycle:

Discovery and ideation

Roadmap and prioritization

Development and release

Continuous improvement

Ensure delivery is aligned to measurable business outcomes

Contact Center Technology Ownership (Global Scope)

Own and drive strategy and execution across key platforms, including:

CRM systems

Customer Data Platform (CDP)

Knowledge Base / Knowledge Management

Agent Workspace / Desktop Experience

Amazon Connect

Communication Services (voice, chat, messaging, omnichannel)

Mainframe customer systems and legacy integrations

Ensure these platforms are integrated, modernized, and optimized to deliver seamless global customer and agent experiences.

AI & Intelligent Automation

Drive adoption of AI-driven capabilities, including:

Conversational AI and virtual agents

Intelligent routing and automation

Agent assist and real-time support

Predictive insights and personalization

Partner with Data & Analytics to embed advanced decisioning into product capabilities.

Continuously evaluate and scale emerging technologies.

Perks You’ll Get:

Access to Medical, Dental, Vision, Life and Disability insurance

Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages

401(k) Retirement Plan with company matched contributions

Full training to learn the business and enhance professional skills

Employee discounts, including discounted prices on the purchase of Avis/Budget cars

Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more

What We're Looking For:

Bachelor’s degree in Business, Technology, Engineering, or related field (MBA preferred)

10+ years of product management experience, with leadership responsibilities

Proven experience in contact center technologies and customer experience platforms

Experience leading global, cross-functional teams and transformation initiatives

Strong background in Agile product management and pod/squad operating models

Experience with CRM, CDP, contact center platforms (e.g., Amazon Connect), and digital CX ecosystems

Deep experience leading and implementing AI-driven solutions within contact center environments, including conversational AI, intelligent routing, agent assist, and automation at scale

Strong product strategy, roadmap development, and execution capabilities

Ability to translate customer insights into scalable product solutions

Deep understanding of contact center operations and technologies

Expertise in cross-functional team leadership and delivery orchestration

Strong analytical and data-driven decision-making skills

Excellent stakeholder management and executive communication skills

Ability to manage complexity across global, matrixed organizations

Customer-Centric Mindset: Deep focus on improving customer and agent experiences

Strategic Thinking: Connects product decisions to long-term CX and business outcomes

Execution Excellence: Drives speed, quality, and accountability in delivery

Collaboration & Influence: Aligns diverse stakeholders and cross-functional teams

Innovation & Agility: Embraces new technologies, including AI, and drives continuous improvement

Leadership & Team Development: Builds, motivates, and develops high-performing teams

The annual starting salary for this position is between $220,000 – $235,000 annually. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Who We Are:

Here at Avis Budget Group, you will be joining a team of 25,000 driven people, performing with purpose. Together, we’re moving the future of transportation forward with our innovative, customer-focused solutions.

Our culture is performance driven, where we encourage and support each other to be at our best through leadership, training, tools, and rewards.

We are proud to make a positive difference to the lives of our colleagues, customers, and communities where we operate.

This advertisement does not constitute a promise or guarantee of employment. This advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. This position may be with any affiliate of Avis Budget Group.

Parsippany

New Jersey

United States of America