Location: Must live within a commutable distance of the Tampa, FL, Cary, NC, Bridgewater, NJ, Warwick, RI, office
Once a month in office for meetings
Insight CoPilot Product Owner
Serve as Product Owner for the core capabilities of the Agent Desktop (Salesforce - Lightning) system that supports MetLife Global Customer Service and Operations.
Lead deep strategic vision and initiatives focused on leveraging Artificial Intelligence (AI) to enhance customer and Contact Center associate experiences, optimizing tools such as Co-Pilot, post-call wrap/import speech analytics, and tracking data utilization of Co-Pilot.
Drive an advanced understanding of Salesforce CoPilot capabilities, ensuring alignment with business strategies and key performance indicators (KPIs) to achieve impactful outcomes.
Architect and execute comprehensive Artificial Intelligence (AI) strategies that translate to achieving crucial KPIs (e.g., AHT) and other Objective Key Results (OKRs), drawing valuable insights to facilitate informed decision-making and next steps.
Oversee and guide the progression of CRM (Salesforce - Lightning) product stories throughout sprints and iterations, proactively resolving issues and removing blockers to ensure smooth development.
Formulate and execute a strategic plan for the roll-out/release of new features and functionalities, defining, measuring, and reporting on product analytics, performance, and success metrics.
Collaborate with Application Development to lead innovative discovery processes on new concepts, determining and refining business and customer value based on technical feasibility.
Participate in cross-functional system demos, review UAT, ensure thorough post-production check-outs, and monitor/prioritize post-production issues.
Actively engage with business owners and leaders to discuss strategic business initiatives, recommending cutting-edge AI technology solutions to support and propel those strategies forward.
Cultivate and manage relationships with multiple stakeholders including Contact Center LOBs, Digital, Application Development, Risk/Security, and more, ensuring strategic alignment and collaboration.
Structure and drive complex and dynamic projects, bringing clarity and definition to undefined or fluid initiatives.
Technical & Professional Skills Required
Possess a Design Thinking Mindset: Expertise in developing Personas, Journey Maps, Story Maps, writing User Stories, and defining Acceptance Criteria.
Advanced knowledge of Agile Methodologies; Agile Product Owner certification preferred.
Experience with Agile and DevOps methodologies, including Backlog Grooming and Sprint Planning.
Proficient in using Collaboration Tools including Miro, Azure DevOps, SharePoint, Microsoft Teams, Microsoft PowerPoint, and Microsoft Visio.
Expert level knowledge of Salesforce Co-Pilot capabilities.
Comprehensive understanding of the benefits of Co-Pilot for enhancing associate and customer satisfaction, boosting knowledge, reducing call misdirects, improving user experience, achieving cost savings, and decreasing average handle/call time.
Ability to identify needed enhancements through metric analysis and quantify expected outcomes.
Exceptional communication, organizational, and planning skills.
Proven ability in Stakeholder Management.
Experience Required
3+ years' current experience working within a complex Salesforce - Lightning development environment
3+ years' current experience working on a Scrum and/or Agile team as Product Owner
3+ years' experience with creating documentation for communication with varied audiences
2+ years' experience working on complex development projects
Location: Bridgewater, NJ; Cary, NC; Warwick, RI; or Tampa, FL
Experience Preferred
3+ years call center experience
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.