Date: Aug 14, 2024

Location:

San Juan, PR

Company: Popular

Workplace Type: Hybrid

IVR | Sr Product Manager

AtPopular,we offer a wide variety of services and financial solutions to serve our communities in Puerto Rico, United States & Virgin Islands. As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; therefore, we value their diverse skills, experiences and backgrounds.

Are you ready for a rewarding career?

Over 8,000 people in Puerto Rico, United States and Virgin Islands work at Popular.

Come and join our community!

Job Type

Full Time

General Description

Drive the strategy and roadmap for the bank’s Interactive Voice Response product. In this role, you will work closely with key business units and customers to design, solution and build towards the north star contact center experience. Must be resourceful, data-driven, highly motivated, possess project and organizational skills and can operate effectively in a deadline driven environment.

Essential Duties and Responsibilities

• Collaborate with business stakeholders and a cross-functional team to define the strategy and build a complete product roadmap for IVR, making sure the sequence is aligned with company goals and brings value to customers.

• Influence key stakeholders across the organization, including the wider product teams, company leadership, business, tech, ops, marketing, compliance, legal, cyber, fraud, regulatory affairs and more to get alignment and support for the strategy.

• Lead in the definition of key metrics and develop a strategy for positively impacting those metrics.

• Gain in-depth knowledge of contact center workflows, identify opportunities to improve overall satisfaction and be responsible for feature definition, partner with tech and design teams to deliver improvements to meet intended experience.

• Work closely with UX research to weave substantiated, research-based insights into the strategy/roadmap to make better decisions at every stage of the development lifecycle.

• Lead in the creation of go to market / release strategy for the new IVR experience.

• Prioritize the product backlog to maximize customer and business outcomes.

• Maintain a healthy backlog of work for development teams and play a critical role in many agile ceremonies.

• Manage and mentor a small team to help mature our product management practice.

Education

Bachelor's Degree in Business Administration or Computer Engineering

Bachelor's Degree from an accredited University/College in Computer Science or related fields

Experience

Five (5) years of experience in product management.

Certifications / Licenses

No certifications or license needed.

Knowledge, Skills and Abilities (KSA's)

• Strong technical acumen: ability to put yourself in the shoes of customers, have a grasp of user experience and design with customers, business, and operations teams in mind. Robust with numbers, can ground your thinking in analysis, use data / key metrics to identify opportunities, deliver insights, test theories, and make data-driven recommendations to drive revenue growth and improve customer experience. Comfortable with complex systems, understand common software architecture and data integration patterns. Know how to analyze and decompose a complex system and communicate that complexity simply and cleanly. Understand other disciplines, can bring everyone together and persuade a wide range of audiences using clear communication and strong structured thinking. Urge and resilience to challenge the status quo and make things better. Love helping engineers, designers, operations experts, and other teams around you do their best work.

• Strong business acumen: ability to understand the needs and concerns of business stakeholders and colleagues and respond promptly and effectively to stakeholder requests. Ability to conduct analysis on work procedures, business results, and recommends changes to improve the effectiveness of the business's management.

• Communication skills: effectively interact with internal and external stakeholders. Ability to foster trusting relationships with colleagues and clients. Highly develop written and verbal communications skills in English. Presents numerical data effectively. Superior communication and interpersonal skills. Excellent report-writing and presentation skills. Polished in preparing presentations, executive summaries, and business reports in English for executive audiences.

• Analytical skills: Stays focused on main issues, prevents irrelevant issues or distractions from interfering with timely completion of assignments. Collects, research and complements data; Synthesizes complex or diverse information. Demonstrates attention to detail; Applies design principles; Generate creative solutions. Strong quantitative, research and analytical skills. Experience with data analysis, persuasive and informative writing, workload management, and process management.

Knowledge, Skills and Abilities (KSA's cont.)

• Problem Solving: Identifies and resolves problems in a timely manner; Develops alternative solutions.

• Project Management: Ability to prioritize and work with multiple projects and tasks with minimum supervision; self-direct and task switch between strategic and tactical initiatives regularly. Capacity to achieve results according to plan ensuring the expected quality. Excellent organization capacity to define priorities, meet deadlines, and flexible to change. Knowledge on project coordination, identification of business needs, work plan, budget control, time management, resource allocation, team management and status reports. Must demonstrate leadership, logic, and reasoning skills.

• Operational/Regulations Processes - Knowledge on organization’s policies, and regulations. Ability to conduct and track operational processes properly.

• Computer and Technological Skills: Proficient in MS Office 365. Experience with IVR or CCaaS software’s, platforms, database, servers, design, and programming tools. Understanding of key design principles knowledge about programs such as: Amazon Connect.

Region Locations

Puerto Rico, Florida or North Carolina.

Work Schedule

Hybrid / Remote

Values

Passion for People

Succeed Together

Own Every Moment

Build the Future

Additional Requirements

The information provided here is only a general guide as to the nature of the position and does not constitute an exact description of the goals, tasks, duties, and responsibilities of the position. The specific details of each position are described in the employee’s performance evaluation.

Important:The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.

If you have a disability and need assistance with the application process, please contact us asesorialaboral@popular.com. This email inbox is monitored for such types of requests only. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.

As Puerto Rico’s leading financial institution, we reaffirm our commitment to always offer essential financial services and solutions for our customers, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.

If you are a California resident, please click here to learn more about your privacy rights.

Popular is an Equal Opportunity Employer

Learn more about us at www.popular.com and keep updated with our latest job postings at www.jobs.popular.com .

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