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Intone Networks Torrance, CA

Torrance, CA

Today

Full time Application Support Customer Experience Product Owner

Product Owner opportunity for Intone Networks’ digital product team in Torrance, CA (onsite).

Own responsibilities across the full software development life cycle for both projects and production support.
Drive product grooming sessions and capture requirements with acceptance criteria.
Assist with prioritization and sizing of work.
Prepare and perform user acceptance testing (UAT).
Write and execute well planned test scripts for UAT; support other testing workstreams with triage and testing result reporting.
Write clear user stories and acceptance criteria.
Support launch activities and triage issues during warranty.
Lead the Product team and act as a subject matter expert for the Salesforce and mobile app environments.
Support nationwide operations for customers, dealers, and the field, including the chat line and inbox, training, and organizational change management.
Provide customer, field, and stakeholder communications; assist with field training and demos.
Work with Business and IT teams to document process flows and status reports.
Partner with CX, business, development, and testing resources to imagine, write, deliver, and test user stories.
Lead initiatives by meeting with leadership to articulate options, proposal plans, and budgets to gain approvals.
Maintain production operations to meet SLAs across payments batch, deployments, maintenance and vendor releases, platform releases, incident management and troubleshooting, and license/cost/vendor management.
Lead agile spring planning, demos, retrospectives, and backlog management.

Improve products through large projects, enhancements, and production support for:
- Client and Acura Finance websites
- Client Finance mobile app (launch channel to support payments)
- Agent service console and agent knowledge
- Customer communications and Marketing Cloud platform
Web channel: support client Finance and Acura Finance customers and expand self-service functionality to manage accounts online.
Mobile app channel: enable customers to make payments easily (new channel launching soon).
Agent service console and agent knowledge: support customer service representatives with tools to serve requests and knowledge summarizing standard operating procedures.
Customer communications via message center, email, SMS, web notifications, banner notifications, and partner managed messages; care and feeding of technical platform and templates.

Customer facing product experience
Payments excellence
Roadmap and decision making
People skills and platform strategy
BA/BS degree
Agile certification for Product Owner or Scrum Master (prefer SAFe Agile)
Salesforce certifications (preferred); or ability to gain Salesforce admin certification by year 1
Minimum 3 years experience

3-5 years of product management, product development, or product operations experience with customer-facing, Fortune 500 digital products
3-5 years of leadership experience managing mixed teams (business/IT; internal/external; onshore/nearshore/offshore)
1-2 years of roadmap and business planning experience
Experience driving procurement: identifying options, evaluations, and RFI/RFP selection of tools and vendors
1-2 years of direct leadership experience managing associates (preferred)
2 years of payments, financial services, or captive finance industry experience
Mobile app experience (preferred)

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