As a Sr. IT Product Owner, Digital Customer Service, the candidate must have very strong communication skills and be able to effectively balance multiple priorities within a fast-paced software development environment. Product Owner will be responsible for driving end-to-end digital engagement flows and technology solutions across customers, field service technicians and centralized agents. Experience with Digital Customer Service & Engagement, Digital Self-Serve, Contact Center Solutions, and Field Service Management is highly desired. Qualified candidates will enjoy working in a fast-paced team environment that is passionate about their work and the results that contribute to the organization.
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