WHAT YOU WILL DO:

Product Owner Role

• Lead and Agile Team of more than 12 dedicated resources and 8 shared resources.
• Contributes to the Agile Team vision.
• Attend daily stand up, Refinement, Sprint Planning, Retrospective and Program Increment (PI) Planning meetings as well as the most relevant Product Management meetings about planning and Program Backlog refinement.
• Build, edit and maintain the Agile Team backlog which consists of user stories, defects and enablers.
• Build and maintain relationships with key business stakeholders and Prioritize the Agile Team backlog based on input from business and product management stakeholders, user value, time and team dependencies determined and refined during the PI Planning.
• Drive the sprint goals, accept user stories as done and provide UAT.

Lead Planning and Design Efforts for the Agent Channel and Tools

• Research and analyze alternatives for delivering customer experience improvements and providing channel content that addresses current and future needs through the use of available success and utilization metrics, user feedback from offshore agents and process owner smes, user feedback from usability sessions, design thinking methodology and other available information sources.
• Partner with business requestors, product teams and key customer experience teams to shape the vision for agent interactions that are as user friendly as possible and drive key metrics in the desired direction - toward achieving reductions in average handle time, increases in NPS scores and improvements in right first time outcomes for customers.
• Interact with IT entities to understand software limitations and implementation challenges to make sure that design approaches are technically feasible and can be implemented according to the available technology and given timeline.
• Lead and responsible for UX solution design execution and correct documentation of major company initiatives typically impacting agent channels, processes, services and/or brands.
• Maintain relationships within the different agile teams at TracFone as well as the UX/UI Design resources and team BAs ensuring that correct information is available for design work and negotiating aspects of proposed solutions, work sharing arrangements and timelines.
• Provide both technical and functional mentorship to cross-functional UX and UI Design team members and ensure that design UX/UI best practices in the market/industry are being used through design reviews and training. Responsible for making sure that design documentation standards are followed.

Lead Responsibilities

• Oversee the design process in an Agile environment, the intake of work, scheduling and project and resource allocations.
• Provide regular feedback to UX/UI team resources in the form of design reviews.
• Assist in team building and growing the UX/UI Design – Multi-Channel team talents. Identify and propose training opportunities to assure skillset is maintained up to date according to industry trends and continuously improve the department’s work quality and efficiency.

Required Skills Required Experience

• BS in Industrial Engineering, Information Systems/Software Engineering/Telecommunications Engineering or Digital majors. Other Engineering disciplines may also be considered.
• BS / BA is acceptable with some research/ analytical work, user interface / user experience knowledge.
• Master’s Degree in all of the above disciplines may also be considered.
• Master’s Degree in general is a plus for the position.
• 6 years of creating user-focused digital Experience.
• 2 years of experience working in Agile teams.
• Demonstrated knowledge on TracFone brands, systems, and change management processes.
• Proven record of driving business results; proven ability to understand complex business logics and to deliver or propose adequate and feasible solutions.
• Proven effectiveness at mentoring / coaching other engineers.

LICENSURE/CERTIFICATION

• Valid NYS driver’s license required. Must have access to timely and reliable transportation to transport self and individual.
• Must maintain current required certifications as designated by the agency including but not limited to: First Aid/CPR
• COMMUNITY PREVOC SPECIALIST - ARCDELI: Ability to be Level II Food Serve Safe

OTHER SKILLS/KNOWLEDGE/EXPERIENCE

• Ability to provide training/support both orally and in writing
• Ability to manage multiple priorities while maintaining effective levels of consumer service
• Ability to stay calm and level-headed under pressure and still perform well
• Must demonstrate good judgment, sensitivity, objectivity and tact
• Good verbal and written communication skills
• Ability to foster teamwork between all team members via open communication, sharing of responsibilities, and a positive, constructive attitude.
• Understands and implements vocational program services for individuals with developmental disabilities
• Displays commitment to the future success of the individuals we serve, program areas, staff and agency
• Ability to complete the agency’s on-boarding training program.
• Basic computer literacy, including use of email, Microsoft office and internet

PHYSICAL REQUIREMENTS

• Frequently required to stand, walk, sit, stoop, reach, push, pull, lift, climb and kneel
• Exert up to 50 pounds of force occasionally, and/or up to 10 pounds of force frequently.

WORKING CONDITIONS, POSITION TYPE AND EXPECTED HOURS OF WORK

• This position works in a day program working during inclement weather will be required.
• Must be flexible and dependable; may be required to work overtime as necessary.
• May be occasionally exposed to individuals who have the potential to carry a communicable disease or blood borne pathogen
• May be exposed to occupational hazards such as but not limited to heat, oil, cleaning solutions, chemicals, etc.