Contact Center as a Service Product Owner

3 weeks ago

Miami Lakes, United States BankUnited Full time
Who We Are

BankUnited (NYSE: BKU) is a national bank headquartered in Miami Lakes, Florida with banking centers in Florida, the New York metropolitan area, Dallas and Atlanta. BankUnited has two subsidiaries, Pinnacle Public Finance headquartered in Scottsdale, Arizona and Bridge Funding Group headquartered in Hunt Valley, Maryland. We pride ourselves on our entrepreneurial and collaborative culture encompassing the best minds, the brightest talent and the boldest decision makers.

BankUnited is honored to announce that we have been included on the Newsweek and Statista America's Most Trusted Companies Award List

BankUnited has been recognized by Newsweek for two outstanding awards in 2023 as one of America's Greatest Workplaces and as one of America's Greatest Workplaces for Job Starters, which acknowledges our commitment to creating an exceptional workplace.

Our Culture

At BankUnited, we foster a diverse and inclusive environment where all employees have the opportunity to advance, grow and achieve their goals. Our rally cry is to GO FOR MORE™, a call to action to go above and beyond to provide the best customer experience to every client and to GO FOR MORE in your career.

Why BankUnited

Working for BankUnited offers you exciting challenges and opportunities to advance your professional development, while empowering you to deliver and be your best. We are happy to report the average tenure according to LinkedIn insights is 8.3 years. We strive to provide a competitive benefits plan to our employees and are proud to have been nationally ranked #1 as one of the 2023 Healthiest 100 Workplaces in America by Springbuk and awarded HEALTHIEST EMPLOYER by the South Florida Business Journal since 2020.

As a company, we believe we are only as successful as our people and are committed to providing training and innovative resources that prepare you to reach your full potential. That's why in addition to tuition reimbursement, we provide our employees with exciting career coaching, courses and training through our own GO FOR MORE™ Academy and mentoring opportunities through our iCARE™ (Inclusive Community of Advocacy, Respect and Equality) program.

At BankUnited, we strive to provide our employees with a work life balance. Specifically, retail branches operate 5 days a week Monday - Friday, excluding evening and/or weekend hours. For many of our positions, we offer a hybrid work environment, as well as a remote work environment for designated positions.

If you thrive in a fast-paced collaborative work environment, Apply Now and start your journey with BankUnited today

Job Description

SUMMARY: We are seeking a highly motivated and experienced CcaaS (Contact Center as a Service) Product Owner for the Talkdesk application. This role will report directly to the Director of Data Analytics and Business Systems. The successful candidate will work closely with cross-functional teams to ensure the platform meets the evolving needs of our clients and maintains a competitive edge in the marketplace. This individual will collaborate with stakeholders to align the product with the bank's strategic goals and manage the product backlog to ensure vendor and support teams understand priorities.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.

  • Oversee the continuous improvement of the Talkdesk platform, ensuring it remains up-to-date and competitive.
  • Develop, maintain, and prioritize the product roadmap based on client needs, market trends, and strategic goals.
  • Gather and document detailed requirements to guide the development process and ensure alignment with business objectives.
  • Work closely with project teams to ensure timely and within-budget delivery of platform enhancements and new features.
  • Collaborate with key stakeholders to ensure the product aligns with the bank's strategic goals and delivers maximum value.
  • Serve as the primary contact for all product-related inquiries, providing clear and timely communication.
  • Facilitate regular stakeholder meetings to discuss product performance, gather feedback, and align on future enhancements.
  • Manage the product backlog, ensuring vendor and support teams understand the priorities and objectives.
  • Regularly review and adjust the backlog based on changing requirements and stakeholder feedback.
  • Ensure that all backlog items are well-defined, estimated, and prioritized to maximize value delivery.
  • Monitor and report on product performance and user feedback to identify areas for improvement.
  • Analyze data to provide actionable insights and recommendations for optimizing workflows and enhancing the user experience.
  • Develop and maintain key performance indicators (KPIs) to measure the success of the Talkdesk platform.
  • Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
  • Adheres to Bank policies and procedures and completes required training.
  • Identifies and reports suspicious activity.

EDUCATION

Bachelor's Degree in computer science, Information Systems, Business Administration, or a related field preferred Advanced degree or relevant certifications (eg, Certified Scrum Product Owner) are a plus

EXPERIENCE

  • Minimum of 5 years of experience in product or contact center management, preferably within the financial services or technology sectors.
  • Proven experience managing CcaaS platforms, with specific expertise in Talkdesk or similar applications.
  • Strong track record of successfully delivering complex projects on time and within budget.

KNOWLEDGE, SKILLS AND ABILITIES

  • Deep understanding of CcaaS technologies and their application in a business context.
  • Proficiency in product management tools such as JIRA, Confluence, or similar software.
  • Excellent data analysis skills, with the ability to translate complex data into actionable insights.
  • Outstanding communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
  • Strong problem-solving abilities, with a proactive and results-oriented approach.
  • Ability to work effectively in a fast-paced, dynamic environment with multiple priorities.

  • Contact Center as a Service Product Owner

    3 weeks ago

    Miami Lakes, United States BankUnited Full time

    Who We AreBankUnited (NYSE: BKU) is a national bank headquartered in Miami Lakes, Florida with banking centers in Florida, the New York metropolitan area, Dallas and Atlanta. BankUnited has two subsidiaries, Pinnacle Public Finance headquartered in Scottsdale, Arizona and Bridge Funding Group headquartered in Hunt Valley, Maryland. We pride ourselves on our...

  • Product Owner

    1 month ago

    Miami, United States Norwegian Cruise Line Full time

    JOB SUMMARY: Responsible for turning Enterprise Data Management roadmap into specific scope / features and for organizing those items into a backlog for their team. Create a clear understanding of the business objectives by analyzing available data, experimenting as required, to define a product strategy. This will require heavy collaboration with...

  • Product Owner

    4 weeks ago

    Miami, United States Norwegian Cruise Line Holdings Ltd. Full time

    JOB SUMMARY: Responsible for turning Enterprise Data Management roadmap into specific scope / features and for organizing those items into a backlog for their team. Create a clear understanding of the business objectives by analyzing available data, experimenting as required, to define a product strategy. This will require heavy collaboration with...

  • Product Owner

    5 days ago

    Miami, United States Norwegian Cruise Line Holdings Ltd. Full time

    JOB SUMMARY: Responsible for turning Enterprise Data Management roadmap into specific scope / features and for organizing those items into a backlog for their team. Create a clear understanding of the business objectives by analyzing available data, experimenting as required, to define a product strategy. This will require heavy collaboration with...

  • Senior Product Owner

    3 months ago

    Miami, United States Rempli Full time

    Job Description Permanent Hire - Hybrid Position. Our client is seeking an experienced Senior Product Owner to lead the development and evolution of their flagship product. The ideal candidate will have a strong background in agile methodologies, a deep understanding of user-centered design, and the ability to balance business objectives with technical...

  • Digital Product Owner

    4 weeks ago

    Miami, United States Norwegian Cruise Line Full time

    JOB SUMMARY: Responsible for driving innovation and delivery within product purview, and cross-functionally across the organization. Utilize a deep understanding of business needs and exhibit best-in-class product development skills and Agile team leadership. Act as a subject matter expert, manage a development team and provide direction on and...

  • Contact Center Supervisor

    1 month ago

    Miami, United States Alivi Health Full time

    JOB SUMMARY A dedicated Contact Center Supervisor who can coach & motivate Customer Service Representatives (CSR) as they field calls from clients. The Contact Center Supervisor will hire employees & assist in the training process, ensuring that every CSR is properly prepared and empowered to service their calls. They will continue to support CSRs after...

  • Contact Center Supervisor

    1 month ago

    Miami, United States Alivi Full time

    JOB SUMMARYA dedicated Contact Center Supervisor who can coach & motivate Customer Service Representatives (CSR) as they field calls from clients. The Contact Center Supervisor will hire employees & assist in the training process, ensuring that every CSR is properly prepared and empowered to service their calls. They will continue to support CSRs after...

  • Contact Center Supervisor

    4 weeks ago

    Miami, United States Alivi Full time

    JOB SUMMARYA dedicated Contact Center Supervisor who can coach & motivate Customer Service Representatives (CSR) as they field calls from clients. The Contact Center Supervisor will hire employees & assist in the training process, ensuring that every CSR is properly prepared and empowered to service their calls. They will continue to support CSRs after...

  • Contact Center Supervisor

    3 weeks ago

    Miami, United States CDR Companies Full time

    Contact Center Supervisor will assist remote agents as they answer questions, handle daily concerns, and provide support. They will continue to support agents after training by monitoring their progress, reviewing agent's unavailable status, and providing with ongoing coaching opportunities to meet Contact Center KPI's (80/20 - 5% abandoned rate)Contact...

  • Contact Center Supervisor

    1 month ago

    Miami, United States CDR Companies Full time

    Contact Center Supervisor will assist remote agents as they answer questions, handle daily concerns, and provide support. They will continue to support agents after training by monitoring their progress, reviewing agent's unavailable status, and providing with ongoing coaching opportunities to meet Contact Center KPI's (80/20 - 5% abandoned rate)Contact...

  • Supervisor, Contact Center

    1 month ago

    Miami, United States University of Miami Full time

    Current Employees: If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet. The University of Miami/UHealth Department of Uhealth Connect...

  • Contact Center Operations Manager

    1 week ago

    Miami, Florida, United States CDR Companies Full time

    Overview: At CDR Companies, we are committed to delivering exceptional customer service to our clients. We are seeking a highly skilled and motivated Contact Center Operations Manager to join our team.Job Summary: The Contact Center Operations Manager will oversee the day-to-day operations of our contact center, ensuring that our remote agents provide...

  • Senior Product Owner – Mobile App

    2 weeks ago

    Miami, United States B9 Full time

    Senior Product Owner – Mobile AppPosition Summary:We are seeking an experienced Senior Product Owner with a proven track record in FinTech, banking, or financial services to lead the development and enhancement of our mobile app-based lending product. This role is integral to driving innovation in our customer-facing mobile experience, ensuring the app...

  • Product Owner LendingWise

    4 weeks ago

    Miami, FL, United States Lendingwise Full time

    The Product Owner must have a mixed technology and product background to provide thought leadership in getting various initiatives from start to finish, developing product roadmaps and ensuring they are prioritized and fed into the product team(s) through completion and delivery. He/she will collaborate with senior leadership to craft the vision and...

  • Contact Center Operations Manager

    1 week ago

    Miami, Florida, United States CDR Companies Full time

    CDR Companies is seeking an experienced Contact Center Operations Manager to join our team.This critical role is responsible for overseeing the day-to-day operations of our contact center, including supervising a team of agents, managing call volumes, and ensuring compliance with company policies and procedures.The ideal candidate will have a proven track...

  • B9 | Senior Product Owner – Mobile App

    2 weeks ago

    miami, United States B9 Full time

    Senior Product Owner – Mobile AppPosition Summary:We are seeking an experienced Senior Product Owner with a proven track record in FinTech, banking, or financial services to lead the development and enhancement of our mobile app-based lending product. This role is integral to driving innovation in our customer-facing mobile experience, ensuring the app...

  • Cognitive Behavioral Therapy Practitioner

    1 week ago

    Miami, Florida, United States OWNER Full time

    Career Opportunities: We are seeking a dedicated and compassionate Clinical Psychotherapist to join our team.Job Description: Conduct individual and family therapy sessions to address a range of psychological issues. Employ evidence-based therapeutic modalities, with a strong emphasis on CBT and TF-CBT. Deliver therapy primarily in-person, with the...

  • Mental Health Therapist

    1 week ago

    Miami, Florida, United States OWNER Full time

    Job Title: Clinical PsychotherapistLocation: Miami Gardens, FloridaType: Per DiemLanguages: English (Fluent), Spanish and Creole (Preferred)We are seeking a dedicated and compassionate Clinical Psychotherapist to join our accredited team. Our center is recognized by the Joint Commission and various insurance providers, ensuring the highest standards of...

  • Mental Health Practitioner

    2 weeks ago

    Miami, Florida, United States OWNER Full time

    Professional OpportunityWe are seeking a highly skilled Clinical Psychotherapist to join our team. As a member of our accredited team, you will have the opportunity to work with diverse populations and present with a professional demeanor.Key ResponsibilitiesConduct individual and family therapy sessions to address a range of psychological issues.Employ...