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The Product Owner/Lead position requires a candidate with strong business acumen and the talent to be part of a team assisting user groups and business improvement initiatives for an enterprise-level CRM system and supported applications.
The Product Owner/Lead will help our internal associates and external customers to better maximize our business technology investments, identify opportunities with our current tools, or propose new tools. The Owner will drive continuous improvement of our systems such as, but not limited to, our Salesforce CRM platform for user groups such as Customer Services and Operations (700+ users), and dealer portal (20K+ users). The Owner will also help to ensure continued delivery of innovative solutions to meet our customers’ current and future needs.
Responsibilities
- Act as the owner for the business duties for an agile product team focused on customer experiences and customer service
- Participate in the standard agile product team ceremonies and daily activities i.e. daily standup, refinement, reviews
- Provide checkpoints, reviews, and retrospectives of the status of action plans and the outcome of completed initiatives
- Coordinate change management activities inclusive of training and creation of educational materials
- Build and develop relationships with the business stakeholders and customers to better work with and assist customer needs
- Partner with customers, internal and external, to better comprehend how they leverage the tools and their business needs
- Assist with the collection, review, and analysis of data points for business technologies i.e. usage, adoption, efficiency
- Identify areas to target and complete deep dive assessments – people, process, & technology
- Conduct workshops and feedback sessions to gain further insights
- Observe and shadow users on-site or remotely i.e. local dealer visits
- Identify opportunities to drive greater adoption or ROI on existing tools i.e., process, training, enhancements
- Present recommendations and proposed next steps to better leverage our existing investments
- Partner with departments to provide future considerations to enhance existing tools or add new opportunities to the backlog
Qualifications
- Bachelor’s degree or equivalent work experience required 5+ years’ experience as a Product Owner, Business Analyst, or related position
- Effective communication skills both written and verbal with a demonstrated ability to adapt communication to technical and non-technical audiences
- Ability to drive discovery and workshop sessions with strong presentation skills
- Strong quantitative and analytical skills
- Adept at problem-solving, creative thinking, and decision-making
- Essential project management skills, including an understanding of how to interpret business needs and translate them into operational requirements
- Ability to work independently to meet tasks and assignments with minimal supervision
- Demonstrated ability to multitask and prioritize
- Experience in identifying, recommending, and implementing process enhancements
- SAFe Product Owner/Product Manager certification or related certification preferred
- Knowledge of Microsoft Power BI preferred
- Knowledge of Salesforce CRM (Service Cloud and Platform) a plus
- Knowledge of Salesforce Experience Cloud and/or Financial Services Cloud a plus
- Experience &/or knowledge of the automotive industry and F&I organization a plus
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JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER
JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, gender expression, mental or physical disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by federal, state, provincial, or local law.
DISABILITY ACCOMMODATIONS
If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at ***************@jmfamily.com for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.
