Sr Associate Product Owner

Ameriprise Financial Services, LLC•Minneapolis, MN

33d

About The Position

This position will provide oversight of our Field Technical Support Desk vendor to ensure consistent superior service to our advisor and field personnel. This resource will oversee critical programs to ensure ongoing metrics and quality standards are met while working to continuously enhance the overall experience. Key Responsibilities We are seeking a highly organized and proactive individual to oversee a vendor’s day-to-day operations of our Field Technology Support Desk. This role ensures smooth functioning of support services and drives operational excellence to deliver outstanding customer experiences for our advisors and their staff. Additional responsibilities include: Manage day-to-day operations of the overall Field Technology Support Desk service. Serve as the primary point of escalation for complex or urgent issues. Track and report on SLAs, response times, future volume forecasts and resolution metrics. Develop and maintain reporting to identify trends and recommend improvements. Maintain and update documentation, FAQs, and knowledge base resources. Identify trends and drive a continuous improvement agenda focusing on measurable outcomes including creating and executing project plans. Represent the support team in cross-functional meetings, providing guidance and expertise on field technical service needs.

Requirements

Bachelor's degree or equivalent years of experience.
3-5 years relevant experience required.
Post-secondary education and relevant work experience may be interchanged to meet the combined total years of minimum required qualifications for education and experience.
Proven project management experience.
Excellent interpersonal and verbal communication skills to effectively gather information and disseminate facts and recommendations.
Proven ability to gather and analyze data, write requirements, and develop fact-based conclusions and recommendations.
Proven experience in understanding technology as it relates to the business.
Strong effective working relationships with varying levels of employees and leadership with proven ability influence improvements and efficiencies to work processes.
Demonstrated enthusiasm and curiosity for digging in deeper and learning and developing creative solutions.
Ability to extract and manipulate large datasets, create and analyze PivotTables, and apply data transformation techniques to identify trends and generate actionable insights.

Nice To Haves

Call center management experience.
SharePoint development.
ServiceNow reporting analysis and dashboard creation.

Responsibilities

Manage day-to-day operations of the overall Field Technology Support Desk service.
Serve as the primary point of escalation for complex or urgent issues.
Track and report on SLAs, response times, future volume forecasts and resolution metrics.
Develop and maintain reporting to identify trends and recommend improvements.
Maintain and update documentation, FAQs, and knowledge base resources.
Identify trends and drive a continuous improvement agenda focusing on measurable outcomes including creating and executing project plans.
Represent the support team in cross-functional meetings, providing guidance and expertise on field technical service needs.