Product Owner // Local to Chicago IL Only

Hybrid Role

Virtual Interviews

Locals only preferred

Position : Product Owner

Location : Chicago, IL

Duration : 6 Months with EXT

Navigator services contact service agents
-Current functionality: make and change reservations
-7000 agents use the system daily
-Goal is to fully retire Easy R in 2024 and serve primary agent functions
-32 projects left to complete
-strong interpersonal skills
-works well with cross functional teams
-create business requirements/ user stories
-help with test cases
-help with product release/training approach
-measure the benefits

Description:

• 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 cross-functional, motivated teams on highly visible and valuable projects. Serve as thought leader for business processes, developing forward-thinking 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 real-world 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 data-driven, customer-centric decisions
• 2-4 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

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