Junior Product Owner - Call Center Services

Daimler Trucks North America LLC; Fort Worth (TX); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

401(k) with match

Generous vacation and personal time

Mercedes-Benz car program

Flexible work arrangements

Job summary

Mercedes-Benz Financial Services USA LLC is seeking a Junior Product Owner for Call Center Services to define the vision, roadmap, and backlog for CCS applications such as ACD, Call Recording, Dialer, IVR, Speech Analytics, and Telephony Metrics. You will support the Senior Product Owner and work with Operations to understand needs and deliver value.

The role requires 4+ years of experience, strong analytical and communication skills, and familiarity with Genesys Cloud and JIRA.

Qualifications

• High School Diploma or GED required; Bachelor's degree preferred.
• Minimum 4 years of overall work experience; call center experience valued.
• Experience with Genesys Cloud and JIRA preferred.
• Spanish or French (Canadian) language skills are a plus.

Responsibilities

• Support Senior Product Owner with strategy, development, and maintenance for CCS apps.
• Manage CCS applications to maximize customer experience and efficiency.
• Collaborate with international partners to ensure seamless product experience.
• Assist in creating test cases and participating in UAT.
• Prepare training content for stakeholders on product releases.
• Assist in vendor management for language interpreter services.
• Maintain CCS policies and document procedures for compliance.

Skills

Analytical skills

Spanish/French (Canadian)

Vendor management

Exceptional communication

Genesys Cloud

JIRA

Testing

Team player

Education

High School Diploma/GED

Bachelor's degree preferred

Tools

Genesys Cloud

JIRA

Microsoft Office

Mainframe

Job description

Job Description - Junior Product Owner - Call Center Services (MER000482F)

Junior Product Owner - Call Center Services Group : Mercedes-Benz Group AG

Description

About Us:

Who is Mercedes-Benz Financial Services?
Mercedes-Benz Financial Services, part of the global company Mercedes-Benz Mobility AG is the captive financing and mobility solutions company of the global luxury automobile manufacturer, Mercedes-Benz AG. We offer a comprehensive range of automotive financial and insurance products that make it easy for our customers to drive their dream Mercedes-Benz vehicle.
Why work at Mercedes-Benz Financial Services?
Working at Mercedes-Benz Financial Services is more than a job – it’s an opportunity to join an innovative team where you are valued for your contributions. As an employee, you will experience career development in a positive, employee-centric environment. We’re a global company that not only offers best-in-class products to our customers but also best-in-class benefits to our employees. Our employees experience a comfortable, friendly environment and relaxed, inclusive culture.

When working at Mercedes-Benz Financial Services, you will enjoy a comprehensive and amenity-rich benefits package offering something for every employee at each stage of their life.

As a new employee, you will have the opportunity to take advantage of the following benefits that go beyond – beginning day one:

Get Rewarded! Competitive salary plus an annual bonus based on company performance and/or personal yearly performance

Need a vacation? How about just some time for YOU! In addition to our vacation time, you’ll receive fifteen (15) additional corporate holidays, which will allow you to celebrate religious holidays or escape to the spa! Designed to be flexible, we let you decide which days are most important to you!

Ride in Style - All employees are eligible to participate in the Mercedes-Benz Employee Lease Program

We want you to be healthy!Outstanding medical, dental, and vision insurance, employer-paid short and long term disability plus on-site exercise facilities

Is your family growing?Enjoy generous paid Family Leave Programs- Six Weeks for New Parents; Adoption Expense Reimbursement Programs - up to $6k per child

Want to go back to school?Tuition Assistance Scholar Program - receive up to $8k in vouchers to complete business-related coursework

• $8k for graduate

Job Overview:

The Call Center Services (CCS) Junior Product Owner helps to define the vision, product roadmap, and backlog delivery for the following CCS applications: Automated Call Distribution (ACD), Call Recording, Dialer, Interactive Voice Response (IVR), Speech Analytics, and Telephony Performance Metrics. This role supports the Senior Product Owner and development team in identifying product requirements and features that deliver value to both organizational stakeholders and customers. This is accomplished by providing data analysis and research, knowledge and engagement of our business, participating in agile development methodologies, and building relationships with our Operations colleagues to gain an understanding of their needs and how the products can support those needs. This role is key in delivering product quality, reliability, availability, production support and documentation. In addition, this role helps manage the vendor that provides language interpreter services. The scope covers the Americas hub (Canada, Mexico and U.S.) and works closely with our partners in Maastricht Netherlands and Bangalore India ensuring a seamless product experience for customers, employees and management.

Responsibilities:

Support Senior Product Owner in providing liaison and consultation services for strategy, development, training and maintenance support for call distribution, call recording, dialer, quality management, speech analytics and telephony metrics for the Americas hub (Canada, Mexico and U.S.) This is accomplished by working closely with our partners in Maastricht Netherlands and Bangalore India ensuring a seamless product experience for customers, employees and management.

Manage all CCS applications to ensure they function in a manner that maximizes the customer experience, operates at peak efficiency and fully supports the business. Identify trends and root cause of issues and ensure prompt attention from all required parties. Support in managing the vendor that provides language interpreter services. (45%)

Manage consultation services and the communication of all enhancements to applicable business units for optimal customer experience. Share application strategies and enhancement recommendations so that business decisions can be made quickly and systems updated as applicable. (20%)

Contribute to creating new and improving existing technology-based products and customer experiences by refining requirements of specific features and helping to determine priority of development. This will be achieved through data analysis, customer/stakeholder engagement, research, etc. As a supporting business role, this position will also elaborate on user stories to provide details to ensure that the desired end-user experience is achieved. (10%)

Participate in the creation of test cases, authoring and executing user acceptance testing (UAT) as required for product releases, categorize bugs by severity and make decisions on release impact, and post-launch monitoring of released product enhancements to ensure the highest possible quality for the organization. (10%)

Create and deliver instructions, training, and communication to organizational stakeholders regarding the operation and impact of product releases/launches. Work closely with Operations on agent training plans surrounding major release activity. For products that require business use of User Interfaces (UIs) and User Experience (UX), prepare and update content, settings and system logic to facilitate end-user experiences. (10%)

Support in maintaining and adhering to CCS policies and procedures (ie: ISAs, records retention management, etc.). Collaborate with Operations, IT, DIAA, etc. to ensure processes, documents and procedures are aligned with the organization’s compliance, expectations, and daily support needs. (5%)

Qualifications

Qualifications:

Applicants must be legally authorized to work in the U.S. at the time of application. Relocation assistance will not be provided for this position.
This position requires a minimum of 4 years of overall work experience. Preferred experience includes:

• Business-General: 2 years
• Collections: 1 year
• Credit: 1 year
• Customer Service: 1 year
• Information Technology: 1 year
• Management
• Remarketing: 1 year
• Vendor Management: 1 year

Education:
High School Diploma/(GED) is required, Bachelor's Degree is preferred.

Additional Knowledge:

• Minimum of 1 year of experience with Genesys Cloud and JIRA preferred.

Skills:

• Analytical skills
  • Ability to integrate information from a variety of sources with varied levels of complexity
  • Ability to collect data and establish facts and identify trends and variances
• Testing
• Spanish, French (Canadian)
• Microsoft Office
• Corporate Mainframe
• Team member

Additional Skills:

• Exceptional communication (written and verbal) skills, listening and negotiation skills, relationship building - 2 years preferred.

Recommended Prerequisites:

• Team Leader or Supervisor in Call Center Environment; Business Analyst

Mercedes-Benz Financial Services offers competitive salary, performance-based bonuses and a full suite of benefits including 401(K) with match, generous vacation and personal time, a Mercedes-Benz car program as well as flexible work arrangements.

EEO/Minorities/Females/Disabled/Vets

Organization

Mercedes-Benz Financial Services USA LLC

Primary Location

United States of America-Texas-Fort Worth

Work Locations

14372 Heritage Parkway 14372 Heritage Pkwy Fort Worth 76177