Technical Product Owner
4 months ago
Technical Product Owner - Omni Channel - Technology
The role will be responsible for overseeing the implementation, integration, and ongoing maintenance of our omni-channel platform. This includes the interactive voice response (IVR) system, customer relationship management (CRM) system, automated case management system, and back office.
**Responsibilities**
The role will be responsible for overseeing the implementation, integration, and ongoing maintenance of our omni-channel platform. This includes the interactive voice response (IVR) system, customer relationship management (CRM) system, automated case management system, and back office.
**Qualifications**
**Strategic Planning and Execution**
- Develop and execute the strategic roadmap for the implementation and maintenance of the omnichannel platform, ensuring alignment with business goals and customer needs.
- Oversee the planning, execution, and delivery of projects related to the omnichannel platform, including IVR, CRM, and automated case management systems.
**Leadership and Team Management**
- Lead, mentor, and manage a team of technology professionals, fostering a culture of collaboration, innovation, and continuous improvement.
- Set performance objectives, conduct regular performance reviews, and provide ongoing coaching and development opportunities for team members.
**System Implementation and Integration**
- Oversee the implementation and integration of the IVR system, CRM system, and automated case management system, ensuring seamless interoperability and data flow across all channels.
- Collaborate with vendors, partners, and internal stakeholders to ensure successful system deployment and integration.
**Maintenance and Support**
- Ensure the ongoing maintenance and support of the omni-channel platform, including regular updates, patches, and enhancements.
- Develop and implement monitoring and reporting processes to ensure system performance, availability, and reliability.
**Stakeholder Management**
- Collaborate with key stakeholders, including business leaders, customer service teams, and IT departments, to gather requirements, prioritize features, and ensure alignment with business objectives.
- Communicate project status, risks, and issues to stakeholders, providing regular updates and reports.
**Quality Assurance and Compliance**
- Ensure that all systems meet the highest standards of quality, security, and compliance with relevant regulations and industry standards.
- Develop and implement quality assurance processes, including testing, validation, and documentation.
**Innovation and Continuous Improvement**
- Stay updated on industry trends, emerging technologies, and best practices related to omnichannel platforms, IVR, CRM, and case management systems.
- Identify opportunities for innovation and continuous improvement, driving initiatives to enhance system capabilities and user experience.
**Budget and Resource Management**
- Develop and manage the budget for the omnichannel platform program, ensuring efficient use of resources and adherence to financial constraints.
- Allocate resources effectively, balancing project demands with available capacity.
- Enforce, incorporate, and comply with all necessary controls and related information security policies, procedures, practices, training, reporting, personal due diligence, and vigilance, within departmental/unit activities and operations
Job ID 300000047920241
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