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Chubb - Whitehouse Station, NJ

posted 2 months ago

Full-time - Senior
Whitehouse Station, NJ
Insurance Carriers and Related Activities

About the position

The Assistant Vice President, Contact Center Deputy Product Owner at Chubb is responsible for the execution and delivery of North America Contact Center initiatives, focusing on both strategic and continuous improvement efforts. This role involves managing a team of Business Analysts, ensuring effective communication across the organization, and maintaining high standards for project delivery and stakeholder engagement.

Responsibilities

  • Manage and lead a team of Business Analysts.
  • Define, implement, and maintain standardized best practices for requirement documentation and UAT.
  • Encourage and drive cross-training to promote skillset development.
  • Responsible for the execution and delivery of strategic and continuous improvement initiatives.
  • Lead onboarding meetings for new work, providing estimates and planning timelines.
  • Review sprint performance, assess trends, resolve blockers, and ensure efficient operations.
  • Act as a Subject Matter Expert for all supported lines of business.
  • Assist in the delivery of programs by prioritizing features and outcomes to meet business goals.
  • Participate in mitigating impediments impacting Release/Sprint goals.
  • Ensure coordination with technology teams for seamless implementation of solutions.
  • Assist in Strategic Roadmap Development and maintenance of the multi-year contact center roadmap.
  • Support the definition of target platforms and tracking progress on inflight initiatives.
  • Leverage market knowledge to develop modern solutions.
  • Develop relationships and foster collaboration with stakeholders.

Requirements

  • Bachelor's degree with at least 7 years of contact center experience.
  • Experience managing a team of multiple employees, preferably in various locations.
  • Solid knowledge of Contact Center technologies and industry trends.
  • Knowledge of insurance business processes and systems preferred.
  • Strong leadership skills with the ability to partner, influence, and motivate.
  • Results-oriented leader capable of managing multiple projects in parallel.
  • Effective communicator with the ability to influence outcomes across business units.
  • Creative thinker and problem solver with attention to detail.
  • Understanding of human-centered design and user experience principles.
  • In-depth knowledge of Agile processes and principles.

Nice-to-haves

  • Cloud Contact Center capabilities strongly preferred.
  • Experience in the insurance industry.
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