Morgan Stanley Virtual Client Solutions is looking for a Vice President, Product Manager to join our Contact Center Product Team, with a focus on our Contact Center buildout on Genesys Cloud.
Summary:
This VP role will be part of the Platforms team within Virtual Client Solutions (VCS) and will have project management and business requirements gathering responsibilities for the VCS portfolio of projects. The role will work as a strategic partner within all VCS business units (Virtual Advisor/Workplace Solutions/E*TRADE). Responsibilities will include assisting in the continued buildout and enhancement of our Contact Center on Genesys Cloud. Working with stakeholders across the company, the Product Manager will be responsible for executing on the Contact Center roadmap for the Service Enablement team. The roadmap includes migration from our current IVR and evaluation for improvements of the overall instance of Genesys Cloud. The Product Manager must have a practical understanding and the skill to assist on the buildout of Genesys Cloud, as well as the ability to drive business processes throughout the company. The position requires hands-on experience in Contact Center management, stakeholder management, and delivery management.
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Responsibilities:
- Identify and support the organization's contact center platform needs, including solution design, deployment, and alignment with business goals.
- Manage the VCS product portfolio, ensuring effective program and project execution while collaborating with business partners to enhance user experience, business processes, and technology solutions.
- Oversee key initiatives by managing relationships with peers, vendors, and internal teams (Customer Service, Technology, Legal, Compliance, Marketing, and Operations) to facilitate seamless implementation and product support.
- Lead and manage a team of direct reports, providing mentorship, performance oversight and career development to ensure team effectiveness.
- Conduct functional testing and validation of business requirements in coordination with quality assurance and business user teams.
- Apply PMO and Agile project management principles to align initiatives with new platform strategies, track business user stories, and communicate key variances to leadership.
- Provide transformation, remediation, and risk mitigation support while establishing measurable business benefits and ensuring alignment with VCS strategy.
- Package and present program performance updates for executive reviews and business evaluations.
Job Requirements:
Experience & Expertise:
- Minimum 7 years in organizational transformation, strategy, and/or project management.
- Proven leadership experience managing a team, including coaching, performance management, and professional development.
- Background in Product Management, Product Development, Business Analysis, or Management Consulting
- Strong analytical, problem-solving, and collaboration skills.
Project & Change Management:
- Proven ability to lead projects through the full lifecycle (conceptualization, requirements, design, development, testing, and implementation).
- Experience managing competing priorities, deadlines, and organizational change.
- Familiarity with Agile and iterative software development methodologies.
Strategic & Tactical Execution:
- Ability to balance strategic vision with hands-on execution in a fast-paced, dynamic environment.
- Strong business relationship-building skills to drive innovation and best practices.
- Initiative, flexibility, and teamwork to adapt to evolving priorities.
Preferred Qualifications:
- PMP and Agile Certification (a plus).
- Familiarity with Genesys Cloud.
- Bachelor's Degree (preferred).
Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries.
WHAT YOU CAN EXPECT FROM MORGAN STANLEY:
We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 85 years. At our foundation are five core values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - that guide our more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you'll find trusted colleagues, committed mentors and a culture that values diverse perspectives, individual intellect and cross-collaboration. We Firm is differentiated by the caliber of our diverse team. While our company culture and commitment to inclusion define our legacy and shape our future, helping to strengthen our business and bring value to clients around the world. Learn more about how we put this commitment to action: morganstanley.com/diversity. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry.
We're committed to bringing passion and customer focus to the business.
Morgan Stanley's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees.
It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.
Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).
Expected base pay rates for the role will be between $110,000 and $180,000 per year at the commencement of employment. However, base pay if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other Morgan Stanley sponsored benefit programs.
Morgan Stanley's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees.
It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.
Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).