Enterprise Product Owner - Call Center
Posted on May 18, 2019 by Auto Club of Southern California
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If you are a career-minded, service-driven professional looking to join a fast paced organization then you have come to the right place. AAA is a member service organization affiliated with the national AAA network. With offices across the U.S., we're united by common mission and common values of excellent member service. With more than 14,000 employees in 21 states, we provide legendary service to 16 million loyal members. With a constantly growing membership, we are always welcoming dedicated professionals looking to challenge themselves and build a career within our dynamic organization. You will find that being part of a very successful team is extremely rewarding.
The Enterprise Product Owner for Contact Center Technologies is responsible for defining the product roadmap and capabilities for development of an enterprise product and services for all ACE markets and communicating the strategic and tactical goals and objectives for the product, in accordance with business line drivers.
The candidate must have large-scale Contact Center experience. They will define the strategic initiatives to ensure achievement of company goals. Leads the process of setting business requirements for overall functionality and ensures the product backlog is developed. Primarily responsible for prioritizing the product backlog items to achieve the desired business objectives. Work is performed with only minimal guidance and requires extensive knowledge in modern call center practices, techniques and methods. Work regularly requires the exercise of discretion and independent judgment in areas such as: Think strategically and assume responsibility for results. Recognizes constantly changing nature of call center environment, including 24-hr/7-day a week operating hours.
Working within the Agile Scrum framework, the Product Owner is responsible for the following:
Clearly expressing Product Backlog items
Ordering the items in the Product Backlog to best achieve goals and missions
Optimizing the value of the work the Product Team performs
Ensuring that the Product Backlog is visible, transparent, and clear to all, and shows what the Product Team will work on next
Ensuring the Product Team understands items in the Product Backlog to the level needed
Eliciting items for the backlog from the Product Team and prioritizing those items that will make future change easier
Ensure that the product is maintained in a way that complies with all regulatory, security and compliance requirements by prioritize those backlog items appropriately
The position works across multiple business units and will be responsible to several key stakeholders in developing strategy, initiatives, and implementation processes to achieve organizational goals and remain competitive in the marketplace.
Four-year college degree. Minimum 2-5 years product management, product development, Agile product owner or related experience for enterprise products or programs.
Practical experience working as a member of an Agile Scrum team.
Must have Call Center and IVR products and operations is a must. Experience leading qualitative and quantitative consumer research preferred.
Knowledge/Skills/Competencies Demonstrated experience in project management required. Experience with natural language understanding and chatbot a plus.
Demonstrated experience managing KPI for enterprise products required. Prior budgeting, forecasting, and/or strategic planning experience required.
Advanced ability to think strategically and transform strategy into actionable plans required.
Superior strategic, analytical, critical thinking and problem-solving skills, especially in assessing user & customer needs defining a successful support experience that is consistent with the brand.
Excellent communication skills, to both internal and external stakeholders, both oral and written, including authorship of product-related documentation. Strong interpersonal skills; ability to interact effectively with technical and non-technical audiences, and senior executives.
Ability to achieve business results and remain positive and focused on moving forward, regardless of obstacles.
Strong knowledge of enterprise products and related software.
Special: Certification in process excellence and/or Product Ownership is desired.
* Health Coverage for Medical, Dental, Vision
* Paid time off including Vacation, Illness and Holidays
* Life Insurance
* Disability Coverage
* 401k Savings Plan
* Employee Discounts
* Career opportunities across multiple business lines and states
Creating members for life by exceeding our members' expectations through valuable products and legendary service.'
AAA is an Equal Opportunity Employer.
The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance