Product Owner

Job Summary: We are seeking a dynamic and experienced Product Manager with expertise in call center operations and speech analytics to lead the development and enhancement of our customer experience solutions. The ideal candidate will possess a deep understanding of call center technologies, speech analytics tools, and customer journey optimization. They will work cross-functionally with engineering, sales, marketing, and customer success teams to deliver innovative solutions that drive measurable business outcomes for our clients. How Your Work Contributes to Dropthought’s Vision: At Dropthought, we are building a unified feedback platform that enables organizations to capture, analyze, and act on insights from every customer touchpoint. As a Product Manager for call center and speech analytics: Enhancing Integration: Your work will ensure call center feedback seamlessly integrates with other channels, creating a single source of truth for customer insights. AI-Driven Insights: By leveraging advanced speech analytics, you will help organizations derive actionable insights from voice interactions, bridging the gap between structured and unstructured feedback. Scaling Global Solutions: Your contributions will enable the platform to meet the diverse needs of global enterprises while addressing the unique requirements of Indian businesses. Driving Business Outcomes: You will play a critical role in positioning Dropthought as a leader in feedback management by delivering innovative solutions that drive measurable results for clients. Key Responsibilities: Product Strategy: Develop and maintain a comprehensive product roadmap for call center and speech analytics solutions. Align product vision with organizational goals and customer needs to create a competitive edge in the market. Market Research: Conduct market analysis to identify trends, opportunities, and competitor offerings in call center technologies and speech analytics. Gather and analyze feedback from clients and end-users to inform product development. Product Development: Define product requirements and user stories, focusing on features like sentiment analysis, voice recognition, and real-time transcription. Collaborate with engineering teams to ensure timely delivery of high-quality solutions. Stakeholder Collaboration: Work closely with call center operations teams to understand workflows, challenges, and technology needs. Partner with sales and marketing teams to position the product effectively and support go-to-market strategies. Performance Monitoring: Define success metrics and track product performance using KPIs related to customer satisfaction, operational efficiency, and analytics adoption. Ensure continuous improvement by analyzing product usage data and implementing enhancements. Customer Advocacy: Serve as the voice of the customer by advocating for their needs and ensuring their satisfaction with the product. Conduct training sessions and provide product expertise to clients and internal teams. Qualifications: Required Skills and Experience: Proven experience (3-5+ years) as a Product Manager in the call center or speech analytics domain. In-depth knowledge of call center operations, IVR systems, CRM tools, and workforce management software. Strong understanding of speech analytics technologies, including voice-to-text transcription, sentiment analysis, and natural language processing (NLP). Demonstrated ability to translate customer needs into actionable product requirements. Experience working with cross-functional teams in Agile environments. Preferred Skills: Familiarity with industry-leading speech analytics platforms such as CallMiner, Verint, or NICE. Technical background with a solid understanding of APIs, cloud-based platforms, and AI-driven analytics. Strong analytical skills and proficiency with data visualization tools (e.g., Tableau, Power BI). Excellent communication and presentation skills. Education: Bachelor’s degree in Business, Computer Science, Engineering, or a related field. MBA or equivalent advanced degree is a plus.