Scrum Master II

Liberty Mutual Insurance•Boston, MA

13h•Hybrid

About The Position

This position will offer a hybrid work model out of one of our listed locations: Plano, TX; Boston, MA; Indianapolis, IN; Portsmouth, NH We’re hiring an energetic and passionate Scrum Master with strong delivery and project management instincts to join our leadership team in Contact Center and Interaction Management. You will own the execution of software initiatives across our contact center and service technology stack (inclusive of Telephony, Automations and RPA, Conversational AI, Knowledge Management, and Digital Communication Channels such as Chat and SMS). You’ll report to the Sr. Director, and coordinate and collaborate with leadership, engineering, stakeholders, and partners to deliver exceptional customer and employee outcomes.

Requirements

Bachelor`s degree in a relevant field (business, computer science, humanities, etc)
Minimum of 5 years related experience
Thorough knowledge of business functions and extensive understanding of business operations, strategies and objectives
Track record of success building relationships and working across teams and organizations to influence and drive alignment and execution

Nice To Haves

Project Management experience or education preferred
Experience being on or leading multiple Agile teams in a variety of different contexts
Scrum and/or Agile certification and experience preferred
Experience supporting a servicing or contact center environment preferred

Responsibilities

Apply a project management and delivery mindset to our work in order to help drive success.
Comfortable experimenting with a variety of approaches based on need & fit.
Help drive excellent engineering and delivery practices across our organization, ensuring continuous improvement.
Effective facilitation skills at the team level; Remains neutral, applies conflict management & establishes trust. Is comfortable having difficult conversations and actively coaches others.
Understands and focuses on Squad and Backlog Health to ensure proper visibility and constant improvement.
Works with Agile Coach to assess the Agile/Scrum maturity of the team & supports the team to reach higher levels of maturity.
Deep understanding of the mechanics of the Agile framework or method and the ability to teach the specific roles, work products, and activities to team members and stakeholders.
Observes & provides consistent, impactful feedback for team. Understands our purpose and vision, and with leadership, strives to create an organization that is resilient and wins together.
Actively seeks coaching & mentoring from more experienced SMs & Coaches on team and execution success and helps guides organization through change.
Acts as a catalyst to the SM community through the listening and sharing of ideas.