Product Owner - Genesys Platform in Austin at PayPal

Date Posted: 11/12/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Austin
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/12/2018
  • Job ID:
    R0037263

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 254 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

This role will lead the Genesys platform working closely with GCS (Global Customer Service) and other Business partners to execute the strategy for Genesys routing and workforce management platforms within Enterprise Services. This person will lead the daily interactions with the delivery teams using the Agile development methodology.

Job Description

  • The ideal candidate will partner with Global Customer Service and Product Development stakeholders to help design and oversee implementation of various features and enhancements for our various content channels. 
  • Drive omnichannel strategy and make recommendations on issue and customer segmentation and task delivery as well as teammate skilling strategies.
  • Define product scope, capabilities, KPI’s. Authors epics with well-defined outcomes where appropriate.
  • Uses data driven approach (customer and user feedback, SWOT analysis and competitive analysis) to identify new product opportunities and enhancements. Identify product gaps, generate new ideas, and influence investment decisions to improve product capabilities.
  • Leads product domain strategy, quarterly roadmap, and commitment to our stakeholders
  • Defines and maintains long-term business architecture (LTA) with 36 months’ outlook. This includes accountability for business process flows.  Represents domain perspective with external stakeholder and articulates a longer term product strategy for the domain.
  • Effectively communicate strategies & trade-offs up to senior leaders and down to development teams
  • Influences business to rethink how business processes are implemented and shares accountability for automation goals.
  • Responsible for product backlog prioritization. Owns the final prioritization for product delivery.
  • Owns product commitments and outcomes to the stakeholders.
  • Manage and report status on projects. Ensure timely and accurate completion.
  • You should be able to identify and manage cross-functional dependencies across the ESERV organization, and work with other Product Owners to support intersections as needed.
  • Assess impacts of new products and procedures to the GCS team and ensure appropriate support is in place.
  • Work with all counterparts to prioritize projects according to business priorities to drive enhancements that improve the customer and teammate experience.
  • Review appropriate feedback mechanisms for usage of the platform or as a reference to areas that may need improvement to optimize and reduce contacts. Make recommendations for changes and improvements.
  • Establish relationships with managers throughout PayPal to ensure excellent information flow and feedback on process, policy and product changes.

Job Requirements

  • Bachelor's Degree or Equivalent
  • 8 years of related work experience
  • Familiarity with Agile and application life cycle
  • Experience on Genesys platform and general Contact Center strategy/discipline

Job Requirements

  • Bachelor's Degree or Equivalent
  • 8 years of related work experience
  • Familiarity with Agile and application life cycle
  • Experience on Genesys platform and general Contact Center strategy/discipline

Skills

  • General understanding of Email, routing, call center servicing, and outbound service
  • Ability to create and present executive level presentations sharing progress and identifying risks
  • Understanding of UI interfaces used by both customers and teammates
  • Strong understanding of Global Customer Service and related use cases as well as PayPal products.
  • Strong understanding of the work and needs of our stakeholders.
  • Understands how technology solutions are utilized and impact the platform users and external partners.
  • Applies analytical approach to assess product gaps and make data driven decisions.
  • Strong understanding of creating business architecture.
  • Authors quality product requirement specifications.
  • Develop, maintain meaningful relationships and trust with partners at peer levels and above.
  • Has organizational skills to align different interests and to drive efforts that span across more than one team.
  • Ability to lead meetings and discussions through very strong verbal communication skills
  • Be strongly action oriented.

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.

R0037263

CHECK OUT OUR SIMILAR JOBS

  1. Vice President Jobs
  2. General Manager Jobs