Location Details: Torrance, CA
Work Type: Onsite (4 days/week)
JOB RESPONSIBILITIES
• Leading the Product team and be a subject matter expert for the Salesforce and mobile app environments
• Write clear user stories and acceptance criteria
• Work with Business and IT teams to document process flows, status reports
• Write and execute well planned test scripts for UAT and provide support of other testing workstreams. Triage. Report on testing results
• Support nationwide customer, dealer and field for operations (including the chat line and inbox), training and organizational change management
• Working with CX, business, development and testing resources to imagine, write, deliver and test user stories
• Leading initiatives. Meeting with leadership to articulate art of the possible, proposal plans and budgets to gain approvals
• Maintaining operations to meet SLAs through payments batch, deployments, maintenance and vendor releases, platform releases, incident management and troubleshooting, license management, cost management, vendor management, etc.
• Lead agile spring planning, demo, retrospective and backlog management
WHAT WILL THIS PERSON BE WORKING ON
• AGENT SERVICE CONSOLE + AGENT KNOWLEDGE Customer service representatives use console to serve customer requests. Knowledge summarizes standard operating procedures to help representatives understand how best to do their jobs
• CUSTOMER COMMUNICATIONS + MARKETING CLOUD PLATFORM Customer communications via message center, email, SMS, web notifications, banner notifications and partner managed messages. Care and feeding of technical platform and templates
WANTS
MUST SKILL SETS:
• CUSTOMER FACING PRODUCT EXPERIENCE.
• PAYMENTS EXCELLENCE.
• ROADMAP + DECISION MAKING.
• PEOPLE SKILLS PLATFORM STRATEGY.
MINIMUM EDUCATIONAL QUALIFICATIONS:
• BA/BS degree
• Agile certification for Product Owner or Scrum Master (PREFER SAFe Agile)
• Salesforce certifications (PREFERRED). Else ability to gain Salesforce admin certification by year 1
BUSINESS EXPERIENCE:
• 3-5 years of product management, product development or product operations experience with customer facing top brand (Fortune 500) digital product
• 3-5 years of leadership experience, managing mixed teams: business / IT, internal / external, onshore / nearshore / offshore
• 1-2 years of roadmap and business planning experience. Experience driving procurement process from identification of options, evaluations and RFI/RFP selection of tools and vendors
• 2+ years of Salesforce experience
• 5+ years of User Acceptance Testing (UAT) and regression script writing and hands-on testing
• 1-2 years of direct leadership experience, managing associates (PREFERRED)
• 2 years of payments, financial services or captive finance industry experience
• Mobile app experience (PREFERRED)
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