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Once a month in office for meetings

Insight CoPilot Product Owner

* Serve as Product Owner for the core capabilities of the Agent Desktop (Salesforce) system that supports MetLife Global Customer Service and Operations.

* Lead deep strategic vision and initiatives focused on leveraging Artificial Intelligence (AI) to enhance customer and Contact Center associate experiences, optimizing tools such as Co-Pilot, post-call wrap/import speech analytics, and tracking data utilization of Co-Pilot.

* Drive an advanced understanding of Salesforce CoPilot capabilities, ensuring alignment with business strategies and key performance indicators (KPIs) to achieve impactful outcomes.

* Architect and execute comprehensive Artificial Intelligence (AI) strategies that translate to achieving crucial KPIs (e.g., AHT) and other Objective Key Results (OKRs), drawing valuable insights to facilitate informed decision-making and next steps.

* Oversee and guide the progression of CRM (Salesforce) product stories throughout sprints and iterations, proactively resolving issues and removing blockers to ensure smooth development.

* Formulate and execute a strategic plan for the roll-out/release of new features and functionalities, defining, measuring, and reporting on product analytics, performance, and success metrics.

* Collaborate with Application Development to lead innovative discovery processes on new concepts, determining and refining business and customer value based on technical feasibility.

* Participate in cross-functional system demos, review UAT, ensure thorough post-production check-outs, and monitor/prioritize post-production issues.

* Actively engage with business owners and leaders to discuss strategic business initiatives, recommending cutting-edge AI technology solutions to support and propel those strategies forward.

* Cultivate and manage relationships with multiple stakeholders including Contact Center LOBs, Digital, Application Development, Risk/Security, and more, ensuring strategic alignment and collaboration.

* Structure and drive complex and dynamic projects, bringing clarity and definition to undefined or fluid initiatives.

Technical & Professional Skills Required

* Possess a Design Thinking Mindset: Expertise in developing Personas, Journey Maps, Story Maps, writing User Stories, and defining Acceptance Criteria.

* Advanced knowledge of Agile Methodologies; Agile Product Owner certification preferred.

* Experience with Agile and DevOps methodologies, including Backlog Grooming and Sprint Planning.

* Proficient in using Collaboration Tools including Miro, Azure DevOps, SharePoint, Microsoft Teams, Microsoft PowerPoint, and Microsoft Visio.

* Expert level knowledge of Salesforce Co-Pilot capabilities.

* Comprehensive understanding of the benefits of Co-Pilot for enhancing associate and customer satisfaction, boosting knowledge, reducing call misdirects, improving user experience, achieving cost savings, and decreasing average handle/call time.

* Ability to identify needed enhancements through metric analysis and quantify expected outcomes.

* Exceptional communication, organizational, and planning skills.

* Proven ability in Stakeholder Management.

Experience Required

* 3+ years’ current experience working within a complex Salesforce - Lightning development environment

* 3+ years’ current experience working on a Scrum and/or Agile team as Product Owner

* 3+ years’ experience with creating documentation for communication with varied audiences

* 2+ years’ experience working on complex development projects

* Location: Bridgewater, NJ; Cary, NC; Warwick, RI; or Tampa, FL

Experience Preferred

* 3+ years call center experience

Equal Employment Opportunity/Disability/Veterans

If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.

MetLife maintains a drug-free workplace.