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Product Owner - Speech Analytics
Pennymac - Plano, TX
posted 2 months ago
About the position
The Product Owner for Speech Analytics at Pennymac is responsible for leading the development and management of a Speech Analytics platform. This role involves defining the product roadmap, collaborating with cross-functional teams, and ensuring the successful delivery of product features. The Product Owner will leverage AI and machine learning to enhance operational efficiency and will monitor product performance metrics to drive continuous improvement. The position requires strong analytical skills and a deep understanding of call center operations and customer experience strategies.
Responsibilities
- Define and prioritize the product roadmap for contact intelligence platform initiatives.
- Collaborate with cross-functional teams to gather requirements and ensure alignment with business goals.
- Work closely with development teams to ensure timely and successful delivery of product features and enhancements.
- Monitor and analyze product performance metrics to drive continuous improvement and optimization of contact intelligence.
- Identify opportunities to leverage AI and machine learning within contact center platforms to improve operational efficiency.
- Stay up-to-date on industry trends and best practices in speech analytics and customer interaction analytics.
- Manage organizational analysis efforts to identify current capabilities and opportunities for improvement.
- Review and approve business analysis related documentation including requirements and workflows.
- Interact and coordinate with system developers and business subject matter experts on application changes and development.
- Write, communicate, and vet requirements and user stories with business leaders using various approaches.
- Work effectively inside a Scrum or Kanban team and participate in Scrum ceremonies and retrospectives.
- Perform other related duties as required and assigned.
Requirements
- 3-5 years of experience in product management or a related field.
- Experience with a speech analytics platform such as CallMiner, NICE, Cresta or similar.
- Experience with implementing AI and ML projects within contact center platforms.
- Strong analytical skills and experience working with large datasets.
- Deep understanding of call center operations and customer experience strategies.
- Excellent communication and collaboration skills.
- Ability to work independently and take ownership of projects.
Benefits
- Comprehensive Medical, Dental, and Vision
- Paid Time Off Programs including vacation, holidays, illness, and parental leave
- Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
- Retirement benefits, life insurance, 401k match, and tuition reimbursement
- Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships
