Product Owner - Digital Customer Service AI Tools
Company: Disability Solutions
Location: Atlanta
Posted on: May 3, 2024
Job Description:
The
future is what you make it!When you join Honeywell, you become a
member of our
global team of thinkers, innovators, dreamers and doers who make
the things
that make the future. That means changing the way we fly, fueling
jets in an eco-friendly
way, keeping buildings smart and safe and even making it possible
to breathe on
Mars. Working at Honeywell isn't just about developing cool things.
That's why
all of our employees enjoy access to dynamic career opportunities
across
different fields and industries. Are you ready to help us make the
future?The Digital Product Owner is
responsible for the delivery and support of products and
functionality within
the product line. They are responsible for ensuring that the road
map for their
product is broken down into Epics, and Stories that a held in a
backlog and
that are prioritized for delivery by the product team. Acting as
the voice of
the customer to the product team this role ensures that the
customers'
expectations are met and managed through planning, execution, and
sprint
playbacks to the business. Lead and support the product team in
sprint playbacks
to ensure that business expectations are met, and the delivery is
aligned to
the business requirements. Support and lead the team in sprint
retrospectives
so that impediments encountered during the sprint cycle are not
repeated, and
that the process is continually improved so that the team's
velocity is
maximized without impacting quality. Responsible for
discovering
innovative product solutions that deliver the necessary value, are
usable by
the target audience, and can be delivered with the available
resources in the
required time frame. Impediments that are found during the
development process
will be resolved by the Product owner who will escalate or seek
business input
to ensure the team's development velocity is not slowed while
ensuring that the
business expectations are still met. The product owner is the
subject matter
expert for their products who can advise the business on their
suitability for
the requirements and advocate for the value they deliver.This
role's product scope will be focused on
supporting AI automation and Chat experience solution delivery for
Customer
Experience teams within BA; the PO will need to partner with
Corporate IT and
CX teams to define, deliver, and measure capabilities per BA's
requirements.
The PO is accountable for optimizing and driving the end user
(customer and
agent) experience by authoring detailed requirements, as well as
heavy
partnership and alignment across Honeywell Corporate functions and
SBGs to
achieve those requirements.Key Responsibilities
- Partner with Customer Service stakeholders and Corporate
Technical Product Managers in developing the product strategy and
advancing the BA strategic Digital goals; partner with IT delivery
teams to ensure quality and efficacy of output
- Support Honeywell Corporate IT projects for AI tool delivery:
case routing and response, agent assist tools, etc.
- Support Honeywell Corporate IT projects for Digital Chat
Assistant (chatbot) and Live Chat experience within web and
eCommerce tools
- Communicate to stakeholders and demo features and functionality
including to senior leaders and end users; share overall strategy
and roadmaps to varying audiences
- Conduct requirement planning, design, and quality of releases
for this specific BA Digital Valuestream(s)
- Plan, and groom the enhancement backlog so that each sprint is
prioritized to offer the best value in the shortest possible
delivery time. Acting as the voice of the function/business to the
product team and a key path to resolving
- impediments raised by the team; participate in all Agile
ceremonies with IT and Product teams
- Ensure all items meet the definition of ready before they are
entered into a sprint e.g., sized, stories complete, acceptance
criteria agreed etc. Ensure all items meet the definition of done
before they are included in the sprint demo
- Identifying challenges and opportunities to improve the agile
process and the effectiveness of the product team. Be vocal
advocate for the team and promote its activities and successes
- Work closely with leadership and several cross-functional teams
to develop and deliver innovative consumer software and
services
- Represent the voice of the customer and champion needs of the
business and key stakeholders in defining use cases and subsequent
user stories
- Ensure customer and product requirements are collected from the
field and documented
- Define user stories, including the right level of detail, such
that each user story guarantees proper acceptance criteria is met
upon delivery.
- Planning, grooming and prioritization of user stories as
preparation for Sprints and Releases
- Articulate details, prioritize backlog and guide the
development process, ensuring all parties are working together to
deliver the right solution
- Analyze customer/end user feedback and usage metrics to
identify key pain points
- Deliver solutions that are long-term, large-scale and require
vision, creativity, innovation, advanced analytical and inductive
thinking
- Drive requirement definition, customer experience design,
product roadmap, and prioritization
- Partner with BA teams to understand their customer needs and
influence adoption of new services
- Manage bottlenecks, provide escalation management, anticipate
and make trade-offs, balance the business needs versus technical
constraints, and maximize business benefit while building great
customer experiences.YOU MUST HAVE
- Proven experience working in an Agile/Scrum and Lean
environment in a Product Owner role, especially in a
highly-matrixed organization
- Functional knowledge of Customer Service processes (agent
procedures, case management, communication standards, customer
needs, etc)
- Excellent competency in product/project management tools
- Excellent competency in communication and stakeholder
management / demos
- Ability to synthesize user feedback and data to make data
driven decisions.
- Ability to prioritize across competing priorities and juggle
several work streams with multiple stakeholders
- 5+ years of experience in product or program management,
product marketing, customer service, business development or
IT/technology
- Experience with end-to-end product delivery
- Experience overseeing roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a
product
- Experience contributing to engineering discussions around
technology decisions and strategy related to a productWE VALUE
- Understanding of key information technology solutions and
practices
- Strong business acumen and ability to translate new technology
into business value
- Creation of result-oriented Management Operating System
- Effectively demonstrates ability to deliver on complex
situations or problems
- Creative and collaborative problem solving capability
- Conveys specific, observable, and measurable expectations for
each assignment
- Driving "fast and right" results in a matrixed environment
- Consistently makes timely decisions even in the face of
complexityAdditional Information
JOB ID: req440811Category: Sales
Excellence and SupportLocation: 715 Peachtree Street,
N.E.,Atlanta,Georgia,30308,United StatesExemptHoneywell is an equal
opportunity employer. Qualified applicants will be considered
without regard to age, race, creed, color, national origin,
ancestry, marital status, affectional or sexual orientation, gender
identity or expression, disability, nationality, sex, religion, or
veteran status.
Keywords: Disability Solutions, Warner Robins , Product Owner - Digital Customer Service AI Tools, Hospitality & Tourism , Atlanta, Georgia
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