Description:
We are currently looking for a Product Owner, IVR & Chat. In this role, you will be a critical component of the Brightspeed's Innovation team, leading the development, launch and lifecycle management of portfolio products and platforms for our Consumer Group and Business Group customers. You will have a proven track record for managing the entire lifecycle of different product implementations and product platform projects in the U.S. market, maintaining a high level of ownership and accountability across the whole process (end to end). You will be responsible for defining, developing and executing the vision for each product related project within the portfolio, as well as enhancing as needed the existing platforms. You will also have a proven track record managing an enterprise omni channel contact center platform for inbound and outbound communications in Voice, Chat, and SMS.
As a Product Owner, IVR & Chat, your duties and responsibilities will include:
- Interact with business and technical stakeholders to identify needs, opportunities, and gaps; solve problems to ensure a quality, highly efficient outcome
- Develop a deep understanding of specific product related platforms, internal and external customers. Document customer personas, customer journeys and guidelines for user experience.
- Lead the innovation agenda for the product platform, actively recommending new features with the objective to continuously improve User Experience and Customer Experience, both for Brightspeed employees and customers
- Collaborate with Sales, Engineering, IT, Marketing, Network, Operations, Finance, Service Delivery, and Service Assurance to ensure proper development and management of services
- Prepare and understand requirements for new products, platforms and product related projects for our Consumer Group and Business Group market segments
- Work with IT and other key stakeholders to groom product requirements and turn them into actionable Jira tickets and technical requirements for software developers and network architects
- Establish end-to-end plans involving all required resources -internal and external- for a successful development, implementation and launch of new projects
- Collaborate with vendors and different teams to evaluate, test, qualify and select technological solutions associated to product initiatives
- Manage and define requirements and priorities for vendors associated to IVR & Chat
- Participate in meetings with customers, vendors, events and other internal and external activities as required to contribute to promoting the Brightspeed brand and its products and understanding the needs of customers from different segments
- Communicating - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods, both internal and external
- Leadership – Ability to influence and participate in the decision process for product development and product strategy at different levels in the organization
- Innovative - Ability to analyze market segments, evaluate competitors and collect customers’ preferences to develop product roadmaps that create competitive advantages
- Problem Solving and Decision Making – Identifying issues, problems, and opportunities; obtains and compares information from various sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, & chooses a course of action
- Driving for Results - Setting ambitious standards of performance for self and the overall team; responsibility for work goals; initiates, focuses, and monitoring the efforts; proactively acting, and going beyond what is needed
- Client & Partner Relationships - Developing and sustaining relationships based on an understanding of client, partner and stakeholder needs and actions