Lead Product Owner Voice Support

Company Overview

Bridgestone Americas, Inc. (BSAM), headquartered in Nashville, Tennessee, and Bridgestone Europe, Middle East and Africa (BSEMEA), headquartered in Brussels, Belgium, operate collectively as a "Bridgestone West" strategic region. This region services the strategic business needs of teams across the Americas, Europe, Middle East and Africa. BSAM and BSEMEA are subsidiaries of Bridgestone Corporation, globally headquartered in Japan. Bridgestone and its subsidiaries develop, manufacture and market a wide range of Bridgestone, Firestone and associate brand products and solutions to address the needs of a broad range of customers and industries.

Job Category

Information Technology

Position Summary

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.

We are unable to offer sponsorship for this role so if you are an applicant on an F1 visa or STEM or OPT or some other form of temporary employment authorization, we will not be able to consider your application for this role and your application will be declined.

Responsibilities

Product Ownership and Delivery

• 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

Voice Platform & Call Flow Management

• 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

Operational Support & Incident Management

• 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

Vendor Platform Coordination

• 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:

• Monitor and analyze voice performance metrics
• Identify trends and opportunities for improvement in
• Use data to drive backlog prioritization and feature enhancements

KEY SKILLS AND COMPETENCIES

• 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

Minimum Qualifications

• 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

At Bridgestone, you are Free to Be

We believe people can only provide superior service and quality to others when they bring their whole self to work. We believe in championing all perspectives, individuals and teams because we understand the importance of seeing the world and our business through many different lenses. We are building a team as diverse as the world we serve. So, show us what you are made of, because who you are is what we need.

What we offer

At Bridgestone, what really matters is to foster co-creation opportunities and empowering you to be creative and curious to make mobility safer, more efficient, and more sustainable for future generations. Whatever role you fill, when you represent Bridgestone, you are a valued teammate, and part of our larger mission to "Serve Society with Superior Quality", for that, we offer you more than just a competitive compensation; we will provide you:

• 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.

Bridgestone is proud to be an Equal Employment Opportunity employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.

Employment Eligibility

If hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.

Bridgestone is proud to be an Equal Employment Opportunity employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.

Employment Eligibility

If hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.