At Popular, we offer a wide variety of services and financial solutions to serve our communities in Puerto Rico, United States and 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.
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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
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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.
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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.
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Lead in the definition of key metrics and develop a strategy for positively impacting those metrics.
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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.
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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.
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Lead in the creation of go to market / release strategy for the new IVR experience.
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Prioritize the product backlog to maximize customer and business outcomes.
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Maintain a healthy backlog of work for development teams and play a critical role in many agile ceremonies.
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Manage and mentor a small team to help mature our product management practice.
Education
Bachelors Degree in Business Administration or Computer Engineering
Bachelors Degree from an accredited University/College in Computer Science or related fields
Experience
Five (5) years ofexperience in product management.
Certifications / Licenses
No certifications or license needed.
Knowledge, Skills and Abilities (KSAs)
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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.
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Strong business acumen: ability to understand the needs and concerns of business stakeholders and colleagues and respond promptly an
