As we build our next generation contact center at NortonLifeLock, we realize that
a solid case management strategy is at the heart of our success in how we serve
our customers. It ensure continuity of the member experience, it provides
intelligence on helping us identify business opportunities to help us address what
drives our contact centersʼ contact volume and it helps us prevent fraud.
We are looking for you if you are a product manager that can help us define our
case management strategy working with our support agents (our users), work
force management team, engineering, product team, and our lines of business
leaders. You will also act as a product owner in a scrum team tasked to deliver on
our case management strategy.
You, one of our new fearless leaders, will become intimately familiar with our
agents flows, different personas, agent processes, operations, compliance, legal,
and security constraints. You will be an advocate for the our agents while never
losing sight of our customers and their needs.
In this role, you will work very closely with our business leaders to understand
their pain points and big problems and to align your case management strategy
with our business strategy. And finally, you will also work closely with our
engineering organization to understand the capabilities of our technology and
clearly articulate our user and business problems to our product development
3 years demonstrated experience as an actual product manager and working
with an engineering team as a product owner
You have a technical/software development background
A “scrappy” and Agile mindset, but without being dogmatic
Willingness to overlap with onshore/offshore team and stakeholders
You have a CSPO or similar certification or have enough experience working with a Scrum team
A relentless desire to understand our end-users and to build the right tool for them
A laser-focused customer approach without neglecting our business goals and objectives
Exceptional listening and problem solving skills
Communicate effectively with different audiences. You understand and can talk in software/technical terms as well as business ones
You are experienced but have a beginnerʼs mindset - understand the problems first. Donʼt assume solutions you have seen work before will work here as well
You have a proven ability to define and manage multiple competing priorities
At least a black belt in collaborating with others and avoiding silos.
You have a track record of driving results at large scale and cross-functionally
You slash through ambiguity like a fruit ninja
You know how to gather and capture clear business requirements at the epic level and then break those down into features and user stories and prioritize work in the backlog based on business value
You love working with people. Youʼre objective, diplomatic, and extremely Experience with SalesForce and other CRMs
You have worked with remote and offshore engineering teams and feel comfortable doing so
Experience with contact centers (understanding of operations, tools)
Bachelor's degree in Computer Science, IT, Software Engineering or related field).