Product Owner, IVR & Chat
Company Description
At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.
Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.
Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.
Job Description
We are currently looking for a Product Owner, IVR & Chat. In this role, you will be a critical component of the Brightspeed's Innovation team, leading the development, launch and lifecycle management of portfolio products and platforms for our Consumer Group and Business Group customers. You will have a proven track record for managing the entire lifecycle of different product implementations and product platform projects in the U.S. market, maintaining a high level of ownership and accountability across the whole process (end to end). You will be responsible for defining, developing and executing the vision for each product related project within the portfolio, as well as enhancing as needed the existing platforms. You will also have a proven track record managing an enterprise omni channel contact center platform for inbound and outbound communications in Voice, Chat, and SMS.
As a Product Owner, IVR & Chat, your duties and responsibilities will include:
- Interact with business and technical stakeholders to identify needs, opportunities, and gaps; solve problems to ensure a quality, highly efficient outcome
- Develop a deep understanding of specific product related platforms, internal and external customers. Document customer personas, customer journeys and guidelines for user experience.
- Lead the innovation agenda for the product platform, actively recommending new features with the objective to continuously improve User Experience and Customer Experience, both for Brightspeed employees and customers
- Collaborate with Sales, Engineering, IT, Marketing, Network, Operations, Finance, Service Delivery, and Service Assurance to ensure proper development and management of services
- Prepare and understand requirements for new products, platforms and product related projects for our Consumer Group and Business Group market segments
- Work with IT and other key stakeholders to groom product requirements and turn them into actionable Jira tickets and technical requirements for software developers and network architects
- Establish end-to-end plans involving all required resources -internal and external- for a successful development, implementation and launch of new projects
- Collaborate with vendors and different teams to evaluate, test, qualify and select technological solutions associated to product initiatives
- Manage and define requirements and priorities for vendors associated to IVR & Chat
- Participate in meetings with customers, vendors, events and other internal and external activities as required to contribute to promoting the Brightspeed brand and its products and understanding the needs of customers from different segments
- Communicating - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods, both internal and external
- Leadership – Ability to influence and participate in the decision process for product development and product strategy at different levels in the organization
- Innovative - Ability to analyze market segments, evaluate competitors and collect customers’ preferences to develop product roadmaps that create competitive advantages
- Problem Solving and Decision Making – Identifying issues, problems, and opportunities; obtains and compares information from various sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, & chooses a course of action
- Driving for Results - Setting ambitious standards of performance for self and the overall team; responsibility for work goals; initiates, focuses, and monitoring the efforts; proactively acting, and going beyond what is needed
- Client & Partner Relationships - Developing and sustaining relationships based on an understanding of client, partner and stakeholder needs and actions
Qualifications
WHAT IT TEAKS TO CATCH OUR EYE:
- Bachelor’s Degree required in Engineering, IT, or equivalent work experience
- 3+ years of experience as Product Manager, Product Owner or Business Analyst
- 3+ years of experience managing an enterprise contact center platform with expertise specific to conversational design, Workforce management, and routing for Voice and chat
- Experience launching new products in the US market for Residential, Small and Medium Business, Large Enterprise and/or Wholesale customers is a plus
- 3+ years of experience in pre-sales, product architecture, sales engineering or operations roles is a plus
- Exceptional organizational skills and the ability to manage the success of multiple projects concurrently
- Able to work in a fast-paced environment, and work collaboratively with Network, Engineering, Sales, Portfolio Management, Marketing, Legal, IT, Operations, Finance, Service Delivery & Assurance teams to ensure proper development and management of services
- Must be an enthusiastic self-starter, able to work independently
- Experience in managing a small team of Product Managers, Product Analysts, Sales Engineers and/or Business Analysts is a plus
- Proficiency with Microsoft Office Suite, Jira and Confluence is required
Additional Information
WHY JOIN US?
We aspire to contemporary ways of working.
Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.
We offer competitive compensation and comprehensive benefits.
Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.
Diversity, equity and inclusion are at the center of our grounding belief in Being Real.
When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.
Brightspeed is an Equal Opportunity Employer/Veterans/Disabled
For all applicants, please take a moment to review our Privacy Notices: