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MassMutual Business Consultant in Boston, Massachusetts

As a Customer Engagement Center business product owner, you will drive continuous improvement and stability to support our customer and employee experiences. To be successful, you will:

  • Translate customer and employee needs into actionable tactics in alignment with business objectives

  • Manage and communicate product roadmaps and backlogs

  • Maximize customer and business value by creating a product vision in partnership with key stakeholders

  • Promote Voice of the Customer – external and internal – by leveraging data and including customer experience professionals in prioritizing activities

  • Ensure development outputs meet business expectations by maintaining strong cross-functional relationships with technical and architecture teams

  • Enable support services teams, as they serve as the front-line to customers and employees, by triaging business processes and technical issues, identifying root causes, and proposing solutions

  • Own product configuration and provide administrative support, if necessary, of applications as assigned by your manager

As there are many components in delivering a best-in-class omnichannel experience, it’s important to have knowledge of the many moving parts. Additional responsibilities for the specific business products you’ll manage to support business leaders may include some or all of the following:

  • Contact center applications that support omnichannel routing, IVR call flows, etc.

  • Customer service management applications that support customer data & integrations, ticketing, agent workspaces, internal communication, business process automation, etc.

  • Reports, dashboards, and advanced analytics including customer data analytics like sentiment analysis

  • Knowledge management systems that integrate seamlessly with bots across all channels

Required Qualifications:

  • Bachelor’s degree

  • 4+ years’ experience supporting management of applications/systems

  • 4+ years’ experience managing business stakeholder relationships, analyzing relevant data, and delivering technical solutions, from ideation to execution, to meet business needs

  • At least 2 years’ experience supporting contact center, customer service management, and/or portal platforms used by 300+ customer-facing end users and 20 million+ customers

  • Experience in Agile methodologies and practices

Preferred Qualifications:

  • Industry leading contact center and/or customer service management platform certifications

  • Project management experience

  • Demonstrated ability to collaborate cross-functionality between business, technical, and vendor teams to deliver continuous improvement

  • Exposure to customer experience/user experience practices

  • Proven ability to partner with cross-functional teams to design, configure, test, and deploy

  • Demonstrated ability to adapt to changing business priorities

  • Salary range $85,000 - $117,000 with bonus opportunity

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MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

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