Senior Product Owner (Digital Customer Service)

Qualifications :

• 5+ years of Product Owner experience focused on Digital Customer Service technologies in a software development environment
• 3+ years as a cross-functional business analyst working within a structured IT SDLC and Agile delivery model

Nice to have :

• Contact Center as a Service (CCaaS) experience is a plus (i.e. - Avaya, Five9, Genysys, NICE-CX, Nextiva)
• Objective : Implement omnichannel CCaaS technologies and processes to better serve both external customers and internal agents and technicians across the customer lifecycle including Warranty Service Requests, Customer Service and Retention
• Field Service Management Platforms is a plus (i.e. - Service Bench, Service Titan, Service Fusion, Salesforce Field Service)
• Objective : Transform / Improve / Maintain our field service management platform with the goal of creating a better customer and technician experience, reduced cycle time for end-to-end service job execution
• Certified Agile Product Owner or Scrum Master preferred

Experience / Other Requirements

• Strong demonstrated experience with the modern web, mobile and native iOS / Android application development and testing.
• Experience performing business process analysis, concepts, wireframing, user experience design, practices, and procedures of software requirement gathering.
• Strong understanding of best practices for application development including knowledge of web development platforms, databases, and infrastructure
• Excellent verbal and written communication and facilitation skills.
• Ability to work independently and as part of a team; participate in determining objectives of assignment; plan, schedule, and arrange own activities in accomplishing objectives.
• Proficient at preparing the following deliverables : Roadmaps, Scope Documents, User Stories, Use Cases, Functional Specification, Process Flow Diagrams, Gap Analysis.
• Experience in Field Service Management (FSM), Case Management, Insurance / Warranty / Service Industries / Contact Centers is a plus

Education :

Bachelor's degree or equivalent experience

Summary of Responsibilities :

• Collaborate with senior stakeholders and delivery team(s) to gather functional and non-functional requirements and for prioritization and unified delivery and tracking to functional goals, backlogs, and commitments
• Plan and prioritize new product features, stories, epics, and sprints to ensure effective development of the product or application
• Provide backlog management, iteration planning, and grooming of the user stories
• Lead product release plans and set expectation for the delivery of new functionalities
• Partner with UX to deliver wireframes, prototypes, and other design artifacts by providing clear business direction in the form of user flows, requirements, or user stories.
• Establish and evangelize the product roadmap, including assessment and evaluation of industry tools, trends, and markets
• Identify, develop, and support business process change and process optimization across business functions such as Operations, Marketing, Finance, and Technology etc.
• Partner with Team and Project Managers to create cross-enterprise delivery scope, estimates, dependencies, and project plans working in a SAFe framework development process
• Conduct current and future gap analysis and coordinate implementation of changes to existing workflows or applications.
• Correlate delivery effort to business value (helping the business focus on Value Driven Delivery) own confirmation of delivered value / ROI on associated projects
• Identify key customer problems using data, customer feedback and competitive research to address and define product features, ensuring clear communication of those requirements to the business, design, and engineering teams to deliver impactful end-to-end experiences.
• Maintain relationships with vendors and third parties required to deliver solutions, to ensure alignment with the vision, desired target state, and the benefits they bring to the business
• Other duties as assigned
22 days ago