Honeywell Product Owner - Digital Customer Service Chat AI Tools 

United States 

76533345

This role’s product scope will be focused onsupporting Chatbot and Live Chat experience solution delivery for CustomerExperience teams within Building Automation, as well as AI automation in theCustomer Service case creation and response process; the PO will need topartner with Corporate IT and CX teams to define, deliver, and measurecapabilities per BA’s requirements. The PO is accountable for optimizing anddriving the end user (customer and agent) experience by authoring detailedrequirements, as well as heavy partnership and alignment across HoneywellCorporate functions and SBGs to achieve those requirements.

• Create strategy for Digital Chatbot and Agent Live Chat experience and roadmap development; own and manage feature and UX backlog;
• Partner with Customer Service stakeholders and Corporate Technical Product Managers in developing the product strategy and advancing Building Automation strategic Digital goals; partner with IT delivery teams to ensure quality and efficacy of output
• Support Honeywell Corporate IT projects for Digital Chat Assistant (chatbot) and Live Chat experience within web and eCommerce toolsSupport Honeywell Corporate IT projects for AI tool delivery: case routing and response, agent assist tools, etc.
• Communicate to stakeholders and demo features and functionality including to senior leaders and end users; share overall strategy and roadmaps to varying audiences
• Conduct requirement planning, design, and quality of releases for this specific BA Digital Valuestream(s)
• Plan and groom the enhancement backlog so that each sprint is prioritized to offer the best value in the shortest possible delivery time. Acting as the voice of the function/business to the product team and a key path to resolving impediments raised by the team; participate in all Agile ceremonies with IT and Product teams
• Ensure all items meet the definition of ready before they are entered into a sprint e.g., sized, stories complete, acceptance criteria agreed etc. Ensure all items meet the definition of done before they are included in the sprint demo
• Identifying challenges and opportunities to improve the agile process and the effectiveness of the product team. Be a vocal advocate for the team and promote its activities and successes
• Work closely with leadership and several cross-functional teams to develop and deliver innovative consumer software and services
• Represent the voice of the customer and champion needs of the business and key stakeholders in defining use cases and subsequent user stories
• Ensure customer and product requirements are collected from the field and documented
• Define user stories, including the right level of detail, such that each user story guarantees proper acceptance criteria is met upon delivery.
• Planning, grooming and prioritization of user stories as preparation for Sprints and Releases
• Articulate details, prioritize backlog and guide the development process, ensuring all parties are working together to deliver the right solution
• Analyze customer/end user feedback and usage metrics to identify key pain points
• Deliver solutions that are long-term, large-scale and require vision, creativity, innovation, advanced analytical and inductive thinking
• Drive requirement definition, customer experience design, product roadmap, and prioritization
• Partner with BA teams to understand their customer needs and influence adoption of new services
• Manage bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints, and maximize business benefit while building great customer experiences.

Qualifications:

• Implementation of Chat strategy, managing chat experience, and process improvements – both customer experience and agent experience
• Experience with Live Chat tools and internal change management (i.e. Agent best practices and training)
• Proven experience working in an Agile/Scrum and Lean environment in a Product Owner role, especially in a highly-matrixed organization
• Functional knowledge of Customer Service processes (agent procedures, case management, communication standards, customer needs, etc)
• Excellent competency in product/project management tools
• Excellent competency in communication and stakeholder management / demos
• Ability to synthesize user feedback and data to make data driven decisions.
• Ability to prioritize across competing priorities and juggle several work streams with multiple stakeholders
• 5+ years of experience in product or program management, product marketing, customer service, business development or IT/technology
• Experience with end-to-end product delivery
• Experience overseeing roadmap strategy and definition
• Experience contributing to engineering discussions around technology decisions and strategy related to a product

• Experience leading business transformation efforts with a focus on Live Chat rollouts
• Excellent verbal and written communication skills
• Sharp analytical and quantitative skills while the ability to use data and metrics to back up assumptions, recommendations, and drive actions
• Strong strategic aptitude; ability to define a winning business strategy and product road map, and execute complex product development cycles
• Excellent customer experience intuition; demonstrated success in inventing innovative and user-friendly products
• Executive presence to influence teams and leaders at all levels
• Identify and resolve issues that may impair the team's ability to meet strategic, financial, and/or technical goals
• Experience developing technology solutions in a fast-paced environment

WE VALUE

• Understanding of key information technology solutions and practices
• Strong business acumen and ability to translate new technology into business value
• Creation of result-oriented Management Operating System
• Effectively demonstrates ability to deliver on complex situations or problems
• Creative and collaborative problem solving capability
• Conveys specific, observable, and measurable expectations for each assignment
• Driving "fast and right" results in a matrixed environment
• Consistently makes timely decisions even in the face of complexity

• JOB ID: req453926
• Category: Sales Excellence and Support
• Location: 715 Peachtree Street, N.E.,Atlanta,Georgia,30308,United States
• Exempt