Product Owner, Contact Center CRM (Omaha)

$103,375 - $175,738/Yr

First National Bank Of Omaha - Omaha, NE

Full-time - Senior

Omaha, NE

Credit Intermediation and Related Activities

About the position

The CRM Platforms Product Owner at FNBO is responsible for leading the modernization of call center operations through the implementation of CRM platforms like Salesforce. This role focuses on transforming customer interactions, streamlining processes, and ensuring continuous improvement of call center operations post-implementation. The Product Owner will collaborate with various stakeholders to define requirements, manage the roadmap for CRM solutions, and lead a cross-functional team to achieve desired business outcomes.

Responsibilities

• Engage in design discussions and understand CRM requirements for the call center.
• Develop and manage a comprehensive roadmap for CRM platform implementation.
• Own the detailed execution plan for CRM platform deployment in the call center.
• Plan and execute pilot implementations within select call center environments.
• Provide clear and regular updates to stakeholders at various levels.
• Implement systems to monitor and analyze call center performance post-implementation.

Requirements

• 7+ years' experience in CRM platform implementation, preferably in call center environments.
• Bachelor's degree preferred.
• Proven track record in managing complex, large-scale CRM transformations.
• Expertise in stakeholder management, communication, and negotiation.
• Experience with agile methodologies and a strong focus on continuous improvement.
• 5+ years of experience with Customer/User Experience design and concepts.

Nice-to-haves

• AI solution experience a plus.

Benefits

• Health savings account
• Disability insurance
• Health insurance
• Dental insurance
• Flexible spending account
• Tuition reimbursement
• Vision insurance
• 401(k) matching