Product Owner, Voice

Description

Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience.  With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.

We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.

About This Role

We are looking for a highly skilled and motivated Product Owner to join our team. In this role, you will oversee the development and integration of our global 2000-seat omnichannel communication platform with our operational and ticketing systems. The ideal candidate will have a strong background in communication platforms, product management and development, business analysis, vendor management, financial control, with a proven track record of delivering business benefits.

Roles & Responsibilities

• Product Ownership:
• Define and communicate the product vision and strategy for the omnichannel communication platform.
• Prioritise and manage the product backlog, ensuring alignment with business goals and customer needs.
• Collaborate with stakeholders to gather requirements and translate them into actionable user stories and acceptance criteria.
• Integration Management:
• Lead the integration of our communication platforms with supporting platforms, systems, products etc ensuring seamless data flow and user experience.
• Work closely with product, development / IT and other business teams to design, implement, and test integration solutions.
• Monitor and troubleshoot integration issues, providing timely resolutions.
• Vendor / Partner Management:
• Partner Relationship Management: Establish and maintain strong relationships with vendors / partners, ensuring clear communication and alignment with product goals and timelines.
• Contract Negotiation and Compliance: Negotiate contracts and service level agreements (SLAs) with vendors, ensuring compliance with company policies and industry standards.
• Performance Monitoring and Evaluation: Regularly assess vendor performance against agreed-upon metrics and KPIs, addressing any issues and implementing improvements as needed.
• Budget Management:
• Budget Planning and Forecasting: Develop and manage the product budget, including forecasting costs and allocating costs / resources to ensure financial efficiency and alignment with business objectives.
• Cost Tracking and Reporting: Monitor and track actual costs related to BAU activities, product development and maintenance, providing regular financial reports and insights to stakeholders.
• Cost Optimisation: Identify opportunities for cost savings and efficiency improvements, implementing strategies to optimise spending without compromising product quality or timelines.
• Stakeholder Collaboration:
• Engage with internal and external stakeholders, including IT, customer service, and third-party vendors, to ensure successful product delivery.
• Conduct regular meetings and presentations to update stakeholders on project progress and gather feedback.
• Business Analysis:
• Analyse business processes and workflows to identify opportunities for improvement and optimisation.
• Develop detailed documentation, including process maps, use cases, and functional specifications.
• Conduct market research and competitive analysis to inform product decisions.
• Performance Monitoring:
• Define and track key performance indicators (KPIs) to measure the success of our communication platforms. Drive business benefits which include but are not limited to:
• Self-service efficiency
• Digital steering success
• Efficient AHT
• First Contact Resolution
• Accelerate employee ramp time
• Provide regular reports and insights to senior management on product performance and areas for improvement.
  
  

Position Requirements

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
• 5+ years of experience in product management or business analysis, preferably in a contact centre or telephony environment.
• Strong understanding of communication platforms, ticketing platforms, and integration methodologies.
• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
• Proven problem-solving skills and attention to detail.
• Experience with Agile/Scrum methodologies is a plus.