Product Owner, CRM & Telephony

The primary responsibilities of the Product Owner, CRM & Telephony include overseeing the product roadmap, optimizing telephony and call center technologies, enhancing CRM functionalities, and ensuring seamless integration with other platforms. You will work collaboratively with various stakeholders to gather insights and translate business needs into user stories, all while managing and prioritizing the product backlog for maximum impact.

To qualify for the Product Owner, CRM & Telephony role, candidates should have a minimum of 3 years of experience in Product Ownership or Product Management, particularly with CRM or telephony platforms. A strong understanding of agent workflows, call center operations, and excellent communication skills are crucial, as is the ability to translate business needs into actionable product requirements.

Collaboration is key for the Product Owner, CRM & Telephony. You will engage with distribution, agent support, and customer service teams to gather insights and define product requirements. Additionally, you will work closely with IT and engineering teams to ensure that new features are successfully implemented, while also partnering with vendors to optimize system capabilities.

The Product Owner, CRM & Telephony is responsible for monitoring various key performance indicators, including CRM adoption rates, call center efficiency, and overall customer engagement metrics. This data-driven approach allows for timely decision-making and adjustments to ensure continuous improvement in our customer interaction strategies.

While having a strong foundation in product management is essential, experience in the life insurance or financial services industries is preferred for the Product Owner, CRM & Telephony role. This background can provide valuable insights into customer engagement and service processes, enhancing the effectiveness of the product strategies you will develop.

Discuss specific CRM and telephony systems you've worked with, highlighting your role in optimizing these platforms. Mention any notable projects where you drove improvements in user workflows or efficiency, and how these technologies impacted customer satisfaction.

Explain your process for assessing business needs and customer impact when prioritizing the product backlog. Use examples from previous roles where you had to balance multiple stakeholder requirements and how you ensured that high-impact tasks were addressed first.

Discuss specific methods you use for gathering insights, such as workshops, interviews, or surveys. Highlight the importance of building relationships with different teams and how this collaboration contributes to clearer product requirements.

Share your approach to integration, including any frameworks you've used to evaluate compatibility. Talk about the importance of working closely with IT and engineering and any technical documentation practices that facilitate smooth implementations.

Provide examples of how you've managed changes in project scope by communicating openly with stakeholders and adjusting priorities as needed. Emphasize the importance of maintaining transparency and ensuring alignment with overall product strategy.

Describe a specific feature you successfully brought to market, detailing the problem it solved, how you gathered requirements, and the impact it had on user experience or operational efficiency. Include metrics or feedback received post-launch if possible.

Discuss your reliance on data analytics to guide product decisions. Provide examples of how you've used performance metrics to identify areas of improvement or validate new feature implementations.

Explain your methods for staying informed, whether through attending conferences, participating in webinars, reading industry publications, or networking with other professionals. Share how you've applied this knowledge to your work.

Share a specific instance where you faced challenges with a stakeholder, detailing your approach to resolving any conflicts. Highlight your communication strategy and how you ensured mutual understanding and cooperation moving forward.

Offer your insights on evolving technologies, such as AI and automation in CRM and telephony. Discuss how you envision these advancements shaping customer interactions and what best practices you believe will emerge as a result.