Lead Product Owner Voice Support

Bridgestone Americas • Nashville, TN

6d

About The Position

The Lead, Product Owner for Voice Support is responsible for overseeing the strategy, development, and operational stability of retail store phone systems, ensuring they are highly available, reliable, and resilient to maintain seamless customer service and internal communication. In a retail environment like Bridgestone, where phone calls directly impact revenue, this role is responsible for minimizing downtime, eliminating missed calls, and ensuring failover mechanisms work seamlessly. This role will partner across business stakeholders, technology teams, CCaaS providers and external vendors to manage and support telephony that will improve customer satisfaction (CSAT), increase service conversions and reduce operational friction across a network of 2200+ BSRO Retail Stores.

Requirements

• 3–5+ years of professional experience in Product Ownership, Business Analysis, or related roles
• 2+ years of experience working with voice, telephony, or contact center platforms
• Hands-on experience with Ring Central or to other CCaaS solutions
• Proven ability to write clear user stories and manage a prioritized backlog
• Solid understanding of: IVR design, Call routing and queueing, Customer interaction flows, Session border controllers and their operation: Audiocodes, SIP trunking, tagging, routing, Voice quality of service mechanisms, DID’s, their significance, ownership, and transfer process, Use of packet captures to diagnose and troubleshoot voice issues

Nice To Haves

• Strong experience in Agile/Scrum environments
• Strong execution and delivery focus
• Analytical thinking and data-driven decision making
• Ability to translate business needs into technical requirements
• Effective cross-functional communication
• Problem-solving under pressure, especially during incidents
• Continuous improvement mindset

Responsibilities

• Own and manage the voice support product backlog, ensuring alignment with business priorities and operational needs
• Write clear, actionable user stories and acceptance criteria
• Lead backlog refinement, sprint planning, and sprint reviews in partnership with other agile teams
• Ensure delivered features meet functional requirements and drive measurable outcomes
• Enable capabilities and partner with Marketing teams: IVR (Interactive Voice Response) menus, Call routing logic (store routing, overflow, after-hours handling), Queue configurations and skill-based routing
• Partner with engineering or directly configure within CCaaS platforms to implement improvements
• Continuously optimize call flows to improve customer and store experience
• Act as a key participant in voice-related incident response: Routing failures, Call quality issues, Platform outages
• Support triage and prioritization of issues impacting stores or customers
• Contribute to root cause analysis (RCA) and ensure fixes are translated into backlog improvements
• Help drive reductions in recurring incidents
• Serve as the day-to-day product liaison with CCaaS and external vendors
• Coordinate platform configurations, enhancements, and issue resolution
• Monitor vendor performance against SLAs and escalate issues when needed
• Collaborate on feature enablement and platform optimization
• Monitor and analyze voice performance metrics
• Identify trends and opportunities for improvement in Use data to drive backlog prioritization and feature enhancements

Benefits

• A supportive and engaging onboarding experience to ensure a smooth transition into our team.
• The opportunity to develop and grow, through training and regular mentorship.
• Corporate Social Responsibility activities.
• A truly global, dynamic and challenging work environment.
• Agility and work/life effectiveness and your long-term well-being.
• A diverse and inclusive team.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed