Product Owner
Job Location: Hybrid, 3 to 4 days per week in office, 1-2 days per week from home. Candidates must be located in either Calgary AB or Edmonton AB.
1510, 10130 103 St NW- Edmonton, AB T5J 3N9
2500 - 530 8 Ave SW Calgary, AB T2P 3S8
We are seeking a dynamic and experienced Agile Product Owner to join our team. The ideal candidate will have strong delivery skills, hands-on SAP CRM expertise in a Call Center environment, and excellent storytelling abilities. This person plays a key role in working with our Call Center Agile Team in sprint planning, building stories and testing.
Essential Duties/Responsibilities:
Storytelling: Ability to craft compelling narratives that effectively communicate product vision and inspire stakeholders.
Product Development: Translate customer needs and wants into detailed requirements and user stories. Collaborate with design and IT teams to ensure seamless delivery.
Agile Management: Lead the Customer Care Agile SCRUM team, delivering initiatives from the product roadmap and releases. Facilitate grooming sessions, stakeholder reviews, and daily scrum meetings.
Innovation: Work closely with other Product Owners and delivery teams to integrate new technologies and methodologies to enhance customer interactions.
Customer Experience: Employ user-centered design thinking to deliver best-in-class experiences for our Customer Care agents. Continuously analyze and improve key performance indicators.
Collaboration: Partner with cross-functional teams to finalize project plans and ensure alignment with business goals. Lead prioritization meetings to balance customer experience, performance, and operational support.
Data-Driven Insights: Leverage advanced data analysis to generate meaningful insights and inform experience improvements.
User Acceptance Testing: Conduct User Acceptance Testing for user stories to ensure a quality product.
Minimum Requirements:
Bachelor's degree from an accredited four-year college or university program in Business Administration, Project Management, or a related field.
Agile SCRUM Product Owner or equivalent certification
3-5 years of project management/agile scrum experience
SAP CRM Experience
Preferred Qualifications:
Experience:
Deep understanding of SAP CRM and/or Salesforce applications in customer care and campaign management.
Strong project management skills and experience in user experience planning with cross-functional teams.
Ability to triage and prioritize product improvement ideas from various sources.
Experience in documenting user stories, business cases, and UAT plans.
Expertise in sprint planning and product backlog prioritization.
Ability to multi-task in a fast-paced, deadline-oriented environment and adapt to shifting priorities.
Background in the utilities sector and/or contact centers
Experience with Agile Project Management tools (JIRA, ADO, Smartsheet or others)
Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, SharePoint, Visio, and database applications.
Interpersonal Skills - Communication & Analytical:
Strong verbal and written communication skills, with the ability to convey complex ideas clearly.
Strong business, analytical, and problem-solving skills.
Excellent interpersonal skills with the ability to lead and foster collaboration across teams.
Ability to manage multiple high-priority projects concurrently.
Detail-oriented problem solver who enjoys utilizing storytelling to proposing solutions to improve customer satisfaction.
Team player with a positive attitude and the ability to work independently with minimal supervision.
Working Conditions:
Hybrid working environment working 3 to 4 days per week in an open office environment and 1 to 2 days per week from home.
Willingness to work outside normal hours as needed for special projects.
Rare travel may be required for emergencies or special projects.
Occasionally requires light lifting as appropriate to perform duties and responsibilities.
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