Title: Product Owner II

Location: Remote

Type: Contract

Our client is seeking a Product Owner who will be responsible for identifying and creating product requirements and taking ownership from initial concept through delivery.

Key Accountabilities:

• Gather requirements from business stakeholder groups and end users.
• Work with business stakeholder groups to align on policy and process to support ideal customer interactions and standardization of overall process design.
• Identify and procure all relevant content that will support the new experience.
• Leverage requirements from stakeholder groups; create overall end-to-end process design documentation that outlines “as is” current state business processes as well as “to be” future state business processes.
• Determine ideal user experience within the context of task completion for maximum operational efficiency.
• Craft appropriate messaging and content within each step in a Path, accounting for interaction elements and end user actions.
• Understand and deliver appropriate context that is agnostic for assisted and unassisted channels.
• Work across functional groups and stakeholder groups to deliver process flows into end user application.
• Optimize and track performance post-launch to influence business benefits.

Key Deliverables:

• Process mapping and design for end-to-end experiences, with appropriate annotations for service calls, inputs, etc.
• Status updates and communication to leadership and key stakeholder groups.

Required Skills:

• Experience with Wiki, Jira and Smartsheet.
• Exposure to Workforce Management products like WFM.
• Exposure to Automation and AI features used for scheduling and service routing helpful.
• Ability to understand existing processes and how they will impact the end customers and ability to create new approaches.
• Ability to understand customer behavior and ability to translate that into product requirements.
• Ability to dive deep into technical considerations as needed.
• Ability to work closely with large organizations and cross-functional teams.
• 0-3 years of experience needed.