Ops Learning and Delivery, Digital Coach Product Manager

The Role

The  Digital Coaching Product Manager serves as the product owner for our digital coaching platform, currently powered by Zenarate. This role drives the strategy, implementation, and optimization of digital coaching capabilities to support agent training, upskilling, and remediation. While Zenarate is the platform in use today, the focus of this role is on managing functionality, integrations, and continuous improvement of digital coaching as a core learning capability.

What you'll do

• Owns the overall digital coaching platform strategy, integration, and adoption across Learning & Development.
• Develops and manages the implementation roadmap to align with training programs and business priorities.
• Partners with instructional design and training teams to ensure seamless scenario integration and execution.
• Builds a strong understanding of business processes and curriculum to identify opportunities for digital coaching.
• Reviews, tests, and implements vendor system releases (e.g., Zenarate updates) to ensure compatibility with infrastructure.
• Creates and maintains an inventory of coaching scenarios by training program to maximize utilization and impact.
• Defines and reports on ROI, impact, and performance metrics for scenario enhancements and platform projects.
• Conducts user experience surveys and feedback loops to inform strategy, enhancements, and vendor conversations.
• Provides ongoing reporting and analysis of platform effectiveness.
• Oversees quality assurance activities for coaching scenarios and platform initiatives.
• Performs other duties as assigned to support the success of the digital coaching strategy.

What you Need