Product Owner: General Analytics Use Case Delivery

Overview

Aquent is seeking exceptional talent to partner with a pioneering organization that stands at the forefront of transforming customer operations. This innovative company is dedicated to delivering reliable service and significantly enhancing customer experiences through advanced, data-driven solutions. Joining this team means contributing to an environment deeply committed to fostering a culture of innovation and continuous improvement, where your work will directly impact millions of customers and drive operational excellence.

Are you a visionary who thrives on transforming complex data into powerful operational solutions? We’re searching for a dynamic professional to step into a pivotal role, leading an Agile development pod dedicated to delivering impactful analytics-driven business capabilities across customer operations. This is your chance to be the essential bridge, translating strategic business needs into tangible, high-impact products that will redefine how services are delivered. You will shape the future of customer-facing capabilities, define compelling product roadmaps, prioritize features with precision, and ensure every solution provides measurable value, directly enhancing customer service and operational efficiency for a vast customer base.

What You’ll Do

• Serve as the dedicated Product Owner for an Agile development pod, expertly guiding the delivery of analytics-enabled capabilities tailored for customer operations.
• Collaborate deeply with business stakeholders to uncover operational challenges, pinpoint improvement opportunities, and clearly define desired outcomes.
• Translate intricate business requirements into precise and actionable product specifications, including features, epics, user stories, and acceptance criteria.
• Strategically manage and prioritize the product backlog, meticulously balancing business value, customer impact, technical dependencies, and delivery timelines.
• Craft and maintain a compelling product roadmap for assigned analytics use cases, ensuring seamless alignment with overarching business objectives.
• Work in close partnership with data, analytics, engineering, and technology teams to drive use cases from initial concept through successful implementation.
• Ensure all delivered solutions effectively resolve the intended business problem and generate measurable operational value.
• Lead critical prioritization and tradeoff discussions throughout the entire product development lifecycle.
• Engage with stakeholders across various customer operations functions to develop a profound understanding of business processes, customer journeys, and operational workflows.
• Act as the crucial liaison between business stakeholders and technical delivery teams, fostering crystal-clear communication and alignment.
• Actively solicit and integrate stakeholder feedback at every phase of development to ensure product relevance and user satisfaction.
• Proactively identify and champion opportunities where analytics and data can dramatically improve customer service, boost operational efficiency, inform strategic decision-making, and drive superior business outcomes.
• Develop a robust understanding of the datasets underpinning customer operations analytics.
• Learn and effectively leverage data available within Oracle CC&B, a core customer operations platform.
• Collaborate with data and analytics teams to gain insights into data availability, quality, relationships, and limitations.
• Help define critical data requirements and dependencies essential for new analytics use cases.
• Support the integration of new enterprise and niche data sources as the analytics landscape evolves.
• Translate complex analytical concepts and business objectives into practical product requirements that development teams can readily execute.
• Lead and actively participate in all Agile ceremonies, including sprint planning, backlog refinement, daily stand-ups, demonstrations, and retrospectives.
• Ensure your development pod has unambiguous requirements, priorities, and acceptance criteria to maintain peak focus and efficiency.
• Proactively address and remove delivery blockers, escalating issues and skillfully managing dependencies across teams.
• Rigorously review completed functionality to confirm it meets all defined business requirements and quality standards.
• Orchestrate user acceptance testing (UAT) and facilitate constructive stakeholder feedback sessions.
• Closely monitor delivery progress, providing timely communications on status, potential risks, and inter-team dependencies to all stakeholders.
• Leverage stakeholder feedback, performance analytics, and delivery results to pinpoint opportunities for continuous product and process improvement.
• Help establish repeatable and highly efficient approaches for delivering analytics use cases across customer operations.
• Contribute to the ongoing evolution of analytics capabilities as new datasets, systems, and business use cases emerge.

What You’ll Bring

Must-Have Qualifications

• 3+ years of experience in a Product Owner, Product Manager, Business Product Owner, or a directly analogous role.
• Demonstrated track record of successfully delivering analytics or data-driven use cases from initial requirements through to full implementation.
• Proven experience leading or actively collaborating within an Agile development pod.
• Exceptional skills in backlog management and crafting clear, concise product requirements.
• Extensive experience in creating detailed user stories, acceptance criteria, epics, and features.
• Superior business-to-technology translation skills, adept at bridging the gap between functional and technical teams.
• Experience working collaboratively with data, analytics, reporting, or business intelligence teams.
• Strong stakeholder management and communication skills, with a proven ability to influence and align diverse groups.

Nice-to-Have Qualifications

• Experience supporting customer service or broader customer operations organizations.