Assurant

Technical Product Owner, IVR / Contact Center

Assurant

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $88,000 - $147,000 per year

About the role

  • Works closely with Business stakeholders and other areas in Assurant to understand business objectives and product requirements.
  • Interpret high-level business, compliance, and financial needs/requests for complex projects, with little or no background information or foundation.
  • A self-starter that has the ability to lead solution definition and refine requirements for several concurrent initiatives around the globe.
  • Be the “go to” person for knowledge of the department’s applications and data.
  • Writes functional and technical user stories that clearly communicate customer/stakeholder needs to the Agile team, accepts stories once complete and demoed.
  • Backlog planning, prioritization, and management.
  • Understands and supports inter-team dependencies, and ability to identify priority issues and determine which issues can be managed within the authority of a TPO and being able to discern those issues requiring engineering support or to be directed from a higher authority.
  • Analyze complex processes, interfaces, and sub-system problems for modification.
  • Participate in new process definition efforts, as requested.
  • Document existing and new business processes and workflows.
  • Identify and resolve complex, non-routine problems and issues where no precedent has been established or exists.
  • Identify trends/patterns; facilitate and/or conduct root cause analysis; recommend solution alternatives.
  • Identify and implement process improvements.
  • Communicate release date and scope for the initiatives the TPO is leading.
  • Attends and actively participates in team events (e.g., daily stand-up, grooming, sprint planning, sprint review).
  • Attend biweekly deployments and weekend support as needed.

Requirements

  • 3+ years of experience as a Technical Product Owner, Business Analyst, SME or process owner
  • 2+ years of progressive experience gathering requirements and writing user stories for business application needs
  • 2+ years of experience with Omni channel / Contact Center technology: IVR, Chat, Chatbot, Routing, Softphone, etc.
  • Experience with Agile development; Agile or TPO certifications are a plus
  • Ability to lead, prioritize and work independently or as part of a project team to complete multiple tasks, concurrently
  • Ability to process complex time sensitive data and information from multiple sources, make decisions and communicate actions
  • Excellent oral and written communication skills
  • Ability to work in a fast-paced environment with changing priorities
  • Ability to develop productive working relationships with both technical and non-technical partners
  • Excellent organizational and planning skills
  • Bachelor’s Degree in Business Administration, technology or related field is desired
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
user storiesbacklog managementroot cause analysisprocess improvementsAgile developmentOmni channel technologyIVRChatChatbotRouting
Soft skills
leadershipprioritizationindependent workcommunicationrelationship buildingorganizational skillsplanning skillsproblem-solvingadaptabilityteam collaboration
Certifications
Agile certificationTPO certification