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Product Owner, Voice

Location: Alcobendas, Spain
Location Type: Hybrid
Date Posted:
Req ID: 10342

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Description

Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience.  With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.

We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.

ABOUT THIS ROLE

We are looking for a highly skilled and motivated Product Owner to join our team. In this role, you will oversee the development and integration of our global 2000-seat omnichannel communication platform with our operational and ticketing systems. The ideal candidate will have a strong background in communication platforms, product management and development, business analysis, vendor management, financial control, with a proven track record of delivering business benefits.

ROLES & RESPONSIBILITIES

    • Product Ownership: 
      • Define and communicate the product vision and strategy for the omnichannel communication platform.
      • Prioritise and manage the product backlog, ensuring alignment with business goals and customer needs.
      • Collaborate with stakeholders to gather requirements and translate them into actionable user stories and acceptance criteria.
    • Integration Management: 
      • Lead the integration of our communication platforms with supporting platforms, systems, products etc ensuring seamless data flow and user experience.
      • Work closely with product, development / IT and other business teams to design, implement, and test integration solutions.
      • Monitor and troubleshoot integration issues, providing timely resolutions.
    • Vendor / Partner Management: 
      • Partner Relationship Management: Establish and maintain strong relationships with vendors / partners, ensuring clear communication and alignment with product goals and timelines.
      • Contract Negotiation and Compliance: Negotiate contracts and service level agreements (SLAs) with vendors, ensuring compliance with company policies and industry standards.
      • Performance Monitoring and Evaluation: Regularly assess vendor performance against agreed-upon metrics and KPIs, addressing any issues and implementing improvements as needed.
    • Budget Management: 
      • Budget Planning and Forecasting: Develop and manage the product budget, including forecasting costs and allocating costs / resources to ensure financial efficiency and alignment with business objectives.
      • Cost Tracking and Reporting: Monitor and track actual costs related to BAU activities, product development and maintenance, providing regular financial reports and insights to stakeholders.
      • Cost Optimisation: Identify opportunities for cost savings and efficiency improvements, implementing strategies to optimise spending without compromising product quality or timelines.
    • Stakeholder Collaboration: 
      • Engage with internal and external stakeholders, including IT, customer service, and third-party vendors, to ensure successful product delivery.
      • Conduct regular meetings and presentations to update stakeholders on project progress and gather feedback.
    • Business Analysis: 
      • Analyse business processes and workflows to identify opportunities for improvement and optimisation.
      • Develop detailed documentation, including process maps, use cases, and functional specifications.
      • Conduct market research and competitive analysis to inform product decisions.
    • Performance Monitoring: 
      • Define and track key performance indicators (KPIs) to measure the success of our communication platforms. Drive business benefits which include but are not limited to:
      • Self-service efficiency
      • Digital steering success
      • Efficient AHT
      • First Contact Resolution
      • Accelerate employee ramp time
      • Provide regular reports and insights to senior management on product performance and areas for improvement.

    POSITION REQUIREMENTS

    • Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
    • 5+ years of experience in product management or business analysis, preferably in a contact centre or telephony environment.
    • Strong understanding of communication platforms, ticketing platforms, and integration methodologies.
    • Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
    • Proven problem-solving skills and attention to detail.
    • Experience with Agile/Scrum methodologies is a plus.

     

     

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