Highlights
Maintaining operations to meet SLAs through payments batch, deployments, maintenance and vendor releases, platform releases, incident management and troubleshooting, license management, cost management, vendor management, etc. CUSTOMER COMMUNICATIONS + MARKETING CLOUD PLATFORM Customer communications via message center, email, SMS, web notifications, banner notifications and partner managed messages.
Numbers & Facts
| Location | Torrance, CA |
| Industry | Staffing/Employment Agencies |
| Company Size | 500 to 999 employees |
| Year Founded | 1990 |
Description
Location Details: Torrance, CA
Work Type: Onsite (4 days/week)
JOB RESPONSIBILITIES
- Leading the Product team and be a subject matter expert for the Salesforce and mobile app environments
- Write clear user stories and acceptance criteria
- Work with Business and IT teams to document process flows, status reports
- Write and execute well planned test scripts for UAT and provide support of other testing workstreams. Triage. Report on testing results
- Support nationwide customer, dealer and field for operations (including the chat line and inbox), training and organizational change management
- Working with CX, business, development and testing resources to imagine, write, deliver and test user stories
- Leading initiatives. Meeting with leadership to articulate art of the possible, proposal plans and budgets to gain approvals
- Maintaining operations to meet SLAs through payments batch, deployments, maintenance and vendor releases, platform releases, incident management and troubleshooting, license management, cost management, vendor management, etc.
- Lead agile spring planning, demo, retrospective and backlog management
WHAT WILL THIS PERSON BE WORKING ON
- AGENT SERVICE CONSOLE + AGENT KNOWLEDGE Customer service representatives use console to serve customer requests. Knowledge summarizes standard operating procedures to help representatives understand how best to do their jobs
- CUSTOMER COMMUNICATIONS + MARKETING CLOUD PLATFORM Customer communications via message center, email, SMS, web notifications, banner notifications and partner managed messages. Care and feeding of technical platform and templates
WANTS
MUST SKILL SETS:
- CUSTOMER FACING PRODUCT EXPERIENCE.
- PAYMENTS EXCELLENCE.
- ROADMAP + DECISION MAKING.
- PEOPLE SKILLS PLATFORM STRATEGY.
MINIMUM EDUCATIONAL QUALIFICATIONS:
- BA/BS degree
- Agile certification for Product Owner or Scrum Master (PREFER SAFe Agile)
- Salesforce certifications (PREFERRED). Else ability to gain Salesforce admin certification by year 1
BUSINESS EXPERIENCE:
- 3-5 years of product management, product development or product operations experience with customer facing top brand (Fortune 500) digital product
- 3-5 years of leadership experience, managing mixed teams: business / IT, internal / external, onshore / nearshore / offshore
- 1-2 years of roadmap and business planning experience. Experience driving procurement process from identification of options, evaluations and RFI/RFP selection of tools and vendors
- 2+ years of Salesforce experience
- 5+ years of User Acceptance Testing (UAT) and regression script writing and hands-on testing
- 1-2 years of direct leadership experience, managing associates (PREFERRED)
- 2 years of payments, financial services or captive finance industry experience
- Mobile app experience (PREFERRED)
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About Company
For over two decades, Sharp Decisions has provided superior, award-winning service in strategic business and technology consulting services to government agencies at all levels, as well as domestic and global corporations. With subject matter expertise in Investment Banking, Finance, Healthcare, Media & Telecommunications, and Manufacturing, Sharp Decisions is well equipped to serve your needs.
Established in 1990 with headquarters in New York City, and locations in Princeton, Charlotte, Los Angeles, Phoenix, Europe and Canada, Sharp Decisions has been the technology backbone for a client portfolio that includes an array of well-known companies. As a Certified Woman-Owned Business Enterprise and approved vendor, Sharp Decisions offers a powerful, cost-effective advantage. We actively partner with other MBEs to add value and meet diversity program requirements.
Sharp Decisions is also committed to hiring and training post-9/11, tech-savvy U.S. armed forces veterans through our V.E.T.S.â„¢ (Vocation, Education and Training for Service members) Program, but we cannot do it alone. Companies like EmblemHealth, Freddie Mac and Experian have stepped up to bring aboard our highly qualified and skilled veterans. We need more companies like them to take a stand and bring our veterans aboard. Our clients have told us that our veterans are more effective than their college hires because two weeks on the job for them equates to 2-3 years of experience! Learn more at www.sharpdecisions.com/vetsprogram.
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