Business Product Owner – Contact Center

Rockwell Automation•Milwaukee, WI

5d•Hybrid

About The Position

As a Business Product Owner for the Contact Center, you will be operational, hands-on, and, eager to grow in product management within environments. You will support the execution and evolution of Contact Center tools, working with operations to ensure that solutions work in daily activities. In this role, you will report to the Global Business Process Manager and work in a hybrid environment from our office in either Milwaukee, Wisconsin or Mayfield Heights, Ohio.

Requirements

Bachelors Degree
Legal authorization to work in the U.S. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Nice To Haves

5+ years of experience as a Business Analyst or a Product Owner.
Experience with Contact Center Operations with exposure to Interaction Center Technology.
Knowledge of Contact Center tools (CRM, telephony, ticketing).
Experience working with digital products and continuous improvement from an operational perspective.
Knowledge of metrics including AHT, Service Level Agreement, and CSAT.

Responsibilities

Manage the product backlog (creation, refinement, and prioritization).
Translate business and operational needs into clear requirements (user stories).
Work with technology teams under methodologies (Scrum/Kanban).
Follow up on developments and ensure progress.
Maintain contact with operations (agents, supervisors) to understand needs.
Participate in functional testing (UAT) and solution validation.
Identify quick improvements that impact daily operations.
Support monitoring of basic operational indicators.