Product Owner – Contact Center

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $95.8k - $124.5k / year

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Call Center Representative

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Velera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📣 Marketing

💳 Fintech

Consulting • Marketing • Fintech

Velera is a company that provides a wide range of solutions for financial institutions, focusing on payment and banking technology. The company offers services in digital card issuance, digital wallets, and provides a co-op pay network and ATM terminal driving. Velera integrates sophisticated scoring and decision-making tools for fraud prevention and identity authentication. It also offers strategic consulting services for growth and marketing. Velera positions itself as a partner in digital banking and financial technology innovation.

📋 Description

• Oversee the product backlog of existing and future Contact Center desktop IVR/IVA features. • Drive associated software development lifecycle activities and communicate the product vision. • Capture the voice of the customer in development through technology teams. • Develop product release forecasts, product alignment, resource forecasts, and product roadmaps. • Communicate market research, competitive analysis, product direction, forecasts, and changes. • Work with Product Managers, stakeholders, leadership, and delivery teams to deliver business value. • Create, communicate, prioritize, and sequence product backlog items and user stories. • Schedule user stories into sprints and develop burndown and release forecast plans. • Interview end users, member-owners, and stakeholders to gather and analyze requirements. • Define acceptance criteria for epics and features. • Participate in Agile planning, stand-ups, reviews, retrospectives, demos, and other Agile meetings. • Prioritize and resolve project issues and provide direction during complex product development projects. • Ensure projects meet time and budget schedules and follow project management standards. • Analyze business processes and recommend solutions or improvements. • Contribute to refinement of Agile and other methodologies. • Interface with cross-functional groups to ensure deliverables and manage expectations. • Mentor and lead team members and collaborate with the Scrum Master to coach development teams. • Serve as a consultant across business, vendor, product development, project, and technology units. • Maintain subject-matter expertise and monitor trends and best practices. • Represent Velera at conferences, tradeshows, and vendor negotiations. • Perform other related duties and projects as requested by management.

🎯 Requirements

• Bachelor’s degree in Business Management, Technology, or related experience preferred. • Established background in launching software or services in partnership with engineering teams. • High degree of proficiency in prototyping, iterative development, and understanding of Agile principles. • Seven (7) years of product management and/or business analysis experience required, with 2-5 years focus in a contact center environment. • Experience with the financial, credit union industry and core or account processing required. • Experience with Contact Center specific applications: AppDev, telephony, IVR/IVA. • CSPO, CSM, CAL, SAFe or other related Agile certifications preferred. • This role is currently not eligible for sponsorship.

🏖️ Benefits

• Competitive wages • Medical with telemedicine • Dental and Vision • Basic and Optional Life Insurance • Paid Time Off (PTO) • Maternity, Parental, Family Care • Community Volunteer Time Off • 12 Paid Holidays • Company Paid Disability Insurance • 401k (with employer match) • Health Savings Accounts (HSA) with company provided contributions • Flexible Spending Accounts (FSA) • Supplemental Insurance • Mental Health and Well-being: Employee Assistance Program (EAP) • Tuition Reimbursement • Wellness program • Remote-first, flexible environment • Psychological safety, wellbeing and belonging