Product Owner
Product Owner
Posted on :
15-10-2024
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Job Description
Position : Product Owner
Location : Chicago IL (Hybrid)
Duration : 6 Months with EXT
Key responsibilities:
- As a Product Owner your mission is to improve the customer and employee experience while delivering innovative solutions through technology and process enhancements in the Customer Contact Centers.
- You will be working with crossfunctional motivated teams on highly visible and valuable projects. Serve as thought leader for business processes developing forwardthinking functionality that promote efficiency and productivity.
- Function as a product owner for Customer Contact Center products.
- Develop and maintain subject matter expertise in all product aspects including policies and procedures NPS and optimization initiatives.
- Understand the current business processes and define future state process.
- Execute key aspects of projects and programs by supporting the entire product lifecycle including writing detailed business requirements; participating in agile rituals; analyzing data to ensure product features are aligned with objectives; working with user experience (UX) to ensure story intent; working with development (IT) and testing (QA) teams to understand the boundaries of a story; contributing to the overall definition of strategy and scope including working with business stakeholders to understand the goals; and identifying and sharing opportunities for improvement across product and process.
- Define document and test realworld business use cases for the features and workflow with cross functional teams and business stakeholders (Contact Centers Digital Products UX Technology Training Operations Customer Experience
- Marketing Loyalty Sales and more). Identifies opportunities for improvement across product process and team
- Manage projects develop project plans and monitor performance.
- Communicate effectively with stakeholders and partners throughout the project. Proactively identify and manage interdependencies and risks
- Ensure that new processes/innovation are successfully passed to training and change management partners to drive successful adoption
- Leverage customer and employee insights to make datadriven customercentric decisions
Required Skills :
- 24 years of product owner experience. Understanding of business analysis or industrial engineering or information technology related fields
- Experience creating and writing detailed business requirements
- Excellent written and verbal communication skills
- Strong working knowledge of customer and employee service flows
- Strong project management and problem resolution skills
- Ability to adapt to changing business environment and priorities
- Ability to grow as a subject matter expert
- Competency in Microsoft applications including Word Excel and Outlook.
- A track record of following through on commitments.
- Strong organizational and time management skills.
- BS/BA degree required
Employment Type
Full Time
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