Digital Product Owner

3 weeks ago

North Little Rock, Arkansas, United States Comporium Full time

Comporium is a diversified communications company providing a Quintuple Play of five services -- voice, video, data, wireless and security -- at the retail level; as well as, providing security monitoring and media services for its industry customers. Under this concept, the Comporium Group is uniquely positioned to offer customers a one-stop-shopping for all their communications needs.

SUMMARY
The Digital Product Owner of the chatbot and knowledgebase will primarily be responsible for making the self-service troubleshooting experience for our customers as easy and delightful as possible. This Digital Product Owner will actively monitor the chatbot/knowledge base experiences our customers have and will create/edit the conversational interface of the bot and/or article content (working closely with Marketing) to provide the best possible support outcome for each customer. These improvements will be measured by KPIs set by the Digital Product Owner and Digital Experience Manager.

RESPONSIBILITIES

Designs innovative, user-focused conversational interfaces for Comporium's service resolution chatbot

Collaborates with Marketing, organizational SMEs, and other stakeholders in the recommendation of content for the knowledge base as needed for system optimization and to enhance the user experience

Drives revenue by optimizing chatbot to increase e-commerce transactions

Monitors customer feedback loops and digital analytics to identify opportunities for improvement. Conduct experiments to validate improvement

Works with developers to integrate customer data from API calls, databases, and other technologies into the Customer Engagement Platform to improve customer experience/resolution

REQUIREMENTS

Requires a degree in Computer Science, Digital Information Design, Business, Marketing, or related field or equivalent experience

Minimum of 3 years of experience in a customer support role. Conversational design experience for interactions aided by artificial intelligence preferred. UX design experience a plus.

Conversational design experience for interactions aided by artificial intelligence

Strong written communication skills

Strong knowledge and experience as a content designer and/or editor for digital experiences

Passionate about customer experience and technology

Empathetic and ambitious

Technical, detail-oriented mindset, with the ability to analyze and synthesize data

Able to identify customer experience gaps and propose solutions

Experience with any sort of Chatbot/AI/Knowledge Base platform solution (ex: Boldchat, LiveChat, Intercom, Google DialogFlow, etc.)

Experience working with Salesforce Service Cloud

Experience with Google Analytics, Google Tag Manager, and Hotjar a plus

Experience using Adobe Creative Cloud, Sketch, InVision, and/or other prototyping tools

Experience working in an Agile workgroup

We firmly believe that our company is only as good as the people we employ. Join a company that values its employees and rewards them for a job well done
Equal Opportunity Employer/Contractor

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