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Índia
Arranjo de trabalho
Tempo integral
Modelo de Trabalho
Híbrido
Assistência de realocação disponível
Não
Data de publicação
11-Ago-2025
ID da vaga
11072

Descrição e requisitos

Position Summary

Serve as Product Owner Salesforce Email  (Insight  Connect) and Agent Desktop (Salesforce Insight) that supports MetLife Global Customer Service and Operations. Agility to keep himself updated with relevant technologies and can implement the same to decrease costs, increase performance and positively affect the bottom line. Responsible for understanding customer requirements, designing and routing strategies, and integrating call flows. 

 

Job Responsibilities

  1. Deep understanding and experience with Email and Case Management, Metrics for Case Management
  2. 2. Build, integrate, and enhance  product roadmap by prioritizing epics, features and stories in the backlog that execute the strategic vision.  
  3. 3. Experience with both Salesforce Classic and Lightning preferred
  4. 4. Deep understanding of Salesforce CoPilot capabilities
  5. 5. Deep understanding and experience with Artificial Intelligence (AI) in terms of customer and Contact Center associate experience (e.g.  knowledge of co-pilot, Next Best Action, automation driven based upon intent, knowledge driven based upon intent, call summarization, post call wrap/import speech analytics for post call wrap, tracking utilization of Co-Pilot)
  6. 6. Experience building out and executing Artificial Intelligence (AI) strategies that translates to achieving KPIs (e.g. AHT, etc.) and other OKRs that are important to stakeholders.  Draw insights and present results clearly to facilitate sound decision-making on next steps.
  7. 7. Engage business owners and leaders in conversations about their business strategies and recommend Artificial Intelligence (AI) technology solutions to support those strategies.
  8. 8. Monitor development of product stories during sprints and iterations, escalate issues and remove blockers.  
  9. 9. Establish plan for roll-out / release of new features and functionality and define, measure and report on product analytics, performance, and success.
  10. 10. Partner with Application Development to lead discovery on new concepts, including determining and refining business value, and customer value based upon technical feasibility. 
  11. 11. Take part in cross functional system demos, review UAT, ensure post-production check out is completed and monitor/prioritize post-production issues.
  12. 12. Build and manage relationships across several stakeholders, including Contact Center LOBs, Digital, Application Development, Risk/Security, etc.
  13. 13. Ability to put structure around complex projects that maybe undefined or fluid in nature. 
  14. 14. Subject matter expert in Salesforce profiles, roles and permissions
  15. Subject matter expert in Salesforce reporting

 

 

 

 

 

 

 

Knowledge, Skills and Abilities

 

 

Education

  • Bachelor’s degree in computer science, Engineering, or related discipline

 

Experience

  • Overall 8+ years of experience with medium-to-large technology-based projects.
  • 3+ years’ current experience working within a complex Salesforce 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
  • 4+ years’ experience working on complex development projects

 

Knowledge and skills (general and technical)

  • Expert understanding of Collaboration Tools such as Miro, Azure DevOps, SharePoint, Microsoft Teams, Microsoft PowerPoint, Microsoft visio
  • Experience with both Salesforce Classic and Lightning 
  • Knowledge of Insurance products such as - GLP/FNOL, Annuity Life
  • Have a Design Thinking  Mindset: Personas, Journey Maps, Story Maps, User story writing and Acceptance Criteria
  • Expert Understanding of technologies of Salesforce Co Pilot capabilities
  • Expert Understanding of benefits of Co Pilot: Associate and customer satisfaction, Knowledge, Call Misdirects, User experience, Cost Savings, Average Handle/Call Time
  • Ability to determine needed enhancements based on analysis of metrics, and quantify the expected results
  • Expert understanding of Agile Methodologies, preferably certified Agile Product Owner
  • Agile and DevOps methodology: Backlog grooming, Sprint Planning
  • Excellent Communication, organization and planning skills
  • Stakeholder Management

 

Sobre a MetLife

Reconhecida na lista da revista Fortune das “Empresas Mais Admiradas do Mundo” de 2023, a MetLife, através de suas subsidiárias e afiliadas, é uma das empresas líderes mundiais em serviços financeiros; fornecendo seguros, anuidades, benefícios a funcionários e gestão de ativos para clientes individuais e institucionais. Com operações em mais de 40 mercados, ocupamos posições de liderança nos Estados Unidos, América Latina, Ásia, Europa e Oriente Médio.

Nosso objetivo é simples: ajudar nossos colegas, clientes, comunidades e o mundo em geral a criar um futuro mais confiante. Unidos por um propósito e guiados pela empatia, somos inspirados a transformar o próximo século nos serviços financeiros. Na MetLife, é #AllTogetherPossible. Junte-se a nós!