MetLife

• Serve as Product Owner for the core capabilities of the Agent Desktop (Salesforce - Lightning) system that supports MetLife Global Customer Service and Operations.
• Lead deep strategic vision and initiatives focused on leveraging Artificial Intelligence (AI) to enhance customer and Contact Center associate experiences, optimizing tools such as Co-Pilot, post-call wrap/import speech analytics, and tracking data utilization of Co-Pilot.
• Drive an advanced understanding of Salesforce CoPilot capabilities, ensuring alignment with business strategies and key performance indicators (KPIs) to achieve impactful outcomes.
• Architect and execute comprehensive Artificial Intelligence (AI) strategies that translate to achieving crucial KPIs (e.g., AHT) and other Objective Key Results (OKRs), drawing valuable insights to facilitate informed decision-making and next steps.
• Oversee and guide the progression of CRM (Salesforce - Lightning) product stories throughout sprints and iterations, proactively resolving issues and removing blockers to ensure smooth development.
• Formulate and execute a strategic plan for the roll-out/release of new features and functionalities, defining, measuring, and reporting on product analytics, performance, and success metrics.
• Collaborate with Application Development to lead innovative discovery processes on new concepts, determining and refining business and customer value based on technical feasibility.
• Participate in cross-functional system demos, review UAT, ensure thorough post-production check-outs, and monitor/prioritize post-production issues.
• Actively engage with business owners and leaders to discuss strategic business initiatives, recommending cutting-edge AI technology solutions to support and propel those strategies forward.
• Cultivate and manage relationships with multiple stakeholders including Contact Center LOBs, Digital, Application Development, Risk/Security, and more, ensuring strategic alignment and collaboration.
• Structure and drive complex and dynamic projects, bringing clarity and definition to undefined or fluid initiatives.

Technical & Professional Skills Required

• Possess a Design Thinking Mindset: Expertise in developing Personas, Journey Maps, Story Maps, writing User Stories, and defining Acceptance Criteria.
• Advanced knowledge of Agile Methodologies; Agile Product Owner certification preferred.
• Experience with Agile and DevOps methodologies, including Backlog Grooming and Sprint Planning.
• Proficient in using Collaboration Tools including Miro, Azure DevOps, SharePoint, Microsoft Teams, Microsoft PowerPoint, and Microsoft Visio.
• Expert level knowledge of Salesforce Co-Pilot capabilities.
• Comprehensive understanding of the benefits of Co-Pilot for enhancing associate and customer satisfaction, boosting knowledge, reducing call misdirects, improving user experience, achieving cost savings, and decreasing average handle/call time.
• Ability to identify needed enhancements through metric analysis and quantify expected outcomes.
• Exceptional communication, organizational, and planning skills.
• Proven ability in Stakeholder Management.

Experience Required

• 3+ years’ current experience working within a complex Salesforce - Lightning development environment
• 3+ years’ current experience working on a Scrum and/or Agile team as Product Owner
• 3+ years’ experience with creating documentation for communication with varied audiences
• 2+ years’ experience working on complex development projects
• Location: Bridgewater, NJ; Cary, NC; Warwick, RI; or Tampa, FL

Experience Preferred

• 3+ years call center experience