Product Owner IVR Self-Service in Dublin at PayPal

Date Posted: 5/10/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Dublin
  • Job Type:
    Product Management
  • Experience:
    Not Specified
  • Date Posted:
    5/10/2018
  • Job ID:
    R0032589

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 237 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.

Responsible for helping to maintain day to day operations and self-service capabilities of PayPal's IVR channel for our NA, LATAM, and EU markets.

  • Job Description Summary:

    This role will lead strategic design and development for the Voice and Visual IVR programs across the global PayPal enterprise.  Working closely with partners in both business and technology, the IVR Product Owner will help to design best in class experiences that result in optimal customer experiences and operational efficiency.

    Job Description:

  • The ideal candidate will collaborate with Global Customer Service and Technology stakeholders to help design and oversee implementation of various features and enhancements for the IVR channel.  This will include a primary focus on our North America market, with support across all PayPal markets globally as needed.
  • Product Owners are accountable for development and execution of their channel roadmap, helping to evolve the core platform services and technology stack – you will manage the product backlog and be accountable to stakeholders for delivery along with the Development manager. 
  • Work closely with resources from the IVR vendor team, in house development, QA, and Telecom on design, development, and testing.
  • You will be accountable for gathering and grooming detailed business requirements and user stories.
  • Participate in design sessions, teammate interviews, and usability as needed to ensure the best possible customer experience in the IVR channel.
  • Work closely with Compliance and Legal on requirements and guidelines in the customer self-service space
  • Manage and report status on projects. Ensure timely and accurate completion.
  • You should be able to identify and manage cross-functional dependencies within your projects, and work with other Product Owners to support intersections as needed.
  • Ensure adherence to agreed project management methodologies and quality procedures.
  • Serve as a point of contact for other Product Managers and Business Unit stakeholders on operational and support questions for IVR and associated systems as needed (ie: call routing, telecom, etc).
  • Support roll-out of features that impact PayPal centers where PayPal Operations is handled and support efforts to educate teammates and BU representatives.
  • Work with the GCS Business Strategies team to provide all information needed by PayPal Training, Content & UAT to facilitate the education of new features and system changes.
  • Work with Enterprise partners as the point of contact for the Operations teams and be the subject matter expert for IVR across all global markets.
  • Assess impacts of new products and procedures to the Operations teams 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 reduce contacts, and 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.
  • Work closely with other product groups, such as Help Center and Kana email, to facilitate cross functional and Multi-Channel projects
  • Create and present roadmaps, project updates, and strategic platform overviews to senior leadership

Job Requirements

  • Bachelor's Degree or Equivalent
  • 10+ years of work experience in the Contact Center environment
  • 8+ years of experience working with IVR platforms and reading/writing User Interface Specifications.
  • Strong understanding of Telecom and Call routing
  • Experience designing IVR applications that include complex API integrations
  • Familiarity with Agile and application life cycle
  • Understanding of Speech IVRs and Visual IVR interfaces is preferred

Skills

  • General understanding of Email, Telecom, Contact routing, call center servicing, and outbound service
  • Program creation can be quite complex and requires a deep knowledge of customer service, especially in the contact center space
  • Ability to create and present executive level presentations sharing progress in the channel
  • Ability to work in a fast-paced environment with projects spanning across multiple teams.

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.

R0032589

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