Title: Sr. Product Owner
Location: Torrance, CA (90501) (Onsite 4 days per week)
Contract: 2+ years with possible extension more than 5 years
We are the Digital Product Team for the distinguished client Finance and Acura Finance websites, the customer service agent console and other digital tools. We are looking for an entrepreneurial Sr. Product Owner. You maintain high standards for large project launches for quality, cost and delivery. You oversee product design, development, testing, launch and warranty. You also maintain high standards for production support, such as up-time, operational continuity and triage of incidents and bugs. You are comfortable leading a team despite ambiguity and you quickly flex to changing conditions. As such, daily tasks include:
- leading the Product Management team
- working with CX, business, development and testing resources to imagine, write, deliver and test user stories
- meeting with leadership to articulate art of the possible and gain approvals for initiatives
- maintaining operations through platform, license management, cost management, etc.
What Will This Person Be Working On
We are improving our products through large projects, enhancements and production support. Our products include:
• CLIENT AND ACURA FINANCE WEBSITES Support client Finance and Acura Finance customers in the digital web channel. Expand self-service functionality to enable customers to easily manage their accounts online
• CLIENT FINANCE MOBILE APP New channel to launch soon. To launch a mobile app channel for customers to make payments easily.
• AGENT SERVICE CONSOLE + AGENT KNOWLEDGE Customer service representatives use console to serve customer requests. Knowledge summarizes standard operating procedures to help representatives understand how best to do their jobs
• CUSTOMER COMMUNICATIONS + MARKETING CLOUD PLATFORM Customer communications via message center, email, SMS, web notifications, banner notifications and partner managed messages. Care and feeding of technical platform and templates
WANTS
MUST SKILL SETS:
· CUSTOMER FACING + PAYMENTS EXCELLENCE This role has direct ownership of our prominent digital tools visited by millions of customers. We seek candidates who have delivered winning experiences for top brands. A strong plus, you understand quality assurance, testing and have experience with payment processing, financial services or captive finance industry.
· ROADMAP + DECISION MAKING This is a strategic senior level role who 3-year roadmaps as a catalyst for change to evangelize and transform to next generation capabilities. You are comfortable with ambiguity, evolve to changing conditions and are fundamentally analytical, analyzing data to generate insights and provide steady influence to define and meet goals. You perform decision analysis on tool and vendor selections.
· PEOPLE SKILLS This self-starter is a leader supporting Product Owners and Business Analysts. This role also oversees UX and testing resources. The role leads agile scrum teams and engages development, marketing, legal and other business / IT / enterprise stakeholders in a large matrix organization. You use outstanding written and verbal multidisciplinary communication skills to engage subject matter experts through executive stakeholders.
· PLATFORM STRATEGY – SALESFORCE You hold robust Salesforce product expertise and credentials. Utilize platform roadmap to maximize our product roadmap. Care and feeding of technical platform that enable all customer activity on the websites. Create and monitor health, utilization, technical debt and other metrics and improvement plans
MINIMUM EDUCATIONAL QUALIFICATIONS:
· BA/BS degree
· Agile certification for Product Owner or Scrum Master (PREFER SAFe Agile)
· Salesforce certifications (PREFERRED). Else ability to gain Salesforce admin certification by year 1 MINIMUM
BUSINESS EXPERIENCE:
· 5-8 years of product management, product development or product operations experience with customer facing top brand (Fortune 500) digital product
· 5-7 years of leadership experience, managing mixed teams: business / IT, internal / external, onshore / nearshore / offshore
· 2-5 years of experience with customer facing top brand digital product
· 2+ years of roadmap and business planning experience. Experience driving procurement process from identification of options, evaluations and RFI/RFP selection of tools and vendors
· 2+ years of direct leadership experience, managing associates
· 2 years of payments, financial services or captive finance industry experience preferred
· Ability to inspire art of the possible to improve upon status quo
· Ability to influence executive management with effective verbal and written communications; Strength in advocacy of business/IT needs and user experience
· Development of budget plans
· Mobile app experience (PREFERRED)
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