Product Owner/Manager - (contact center) (hybrid or remote)

About Us

The world isn’t standing still, and neither is Allstate. We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs. That’s why now is an exciting time to join our team. You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.

You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities.

Allstate operate a very flexible hybrid working policy that will allow you to design your working week in collaboration with your manager with a blend of remote and office working for NI based employees as well as condensed working patterns (4 day week/9 day fortnight). Employees based in GB will be employed on a permanent remote working contract.

Join our team and you’ll find challenge and reward in a culture of innovation, support and balance.

Location

Northern Ireland/ Remote, GB

Your role in the team

At SquareTrade, we help our customers when they need us most. As the market leader of protection plans, we touch the lives of millions of people across the world. Our success is due to our focus on delivering great service to our customers through a modern, digital platform. We are looking for a product manager to own the implementation of the contact centre initiatives. These initiatives cover multiple systems utilized by our customers and contact centre agents globally. This involves managing day-to-day execution tasks, coordinating with cross-functional teams and ensuring the successful delivery of the product within specified timelines. This role partners closely with internal business partners to understand the problem to be solved, gather requirements, and then work with a technical team to determine the best solution to deliver a best in class experience. In this high impact role, you'll directly impact customers and the success of the business.

Responsibilities include (but are not limited to):

• Own end-to-end implementation of the contact centre initiatives globally, with a focus in Europe, to enhance the customer experience with our contact centre agents.
• Partner with internal stakeholders and technical teams on requirements and implementation details for our global business.
• Have the opportunity to own the intake and backlog of requests, working with business, product and technical teams to set priority and deliver value for our customers.
• Partner with operation teams on system validation prior to launch to ensure business outcomes are achieved.
• Own customer journey documentation to ensure the business understands the current setup of the platform for training and usability purposes.
• Collaborate with the global product team to comprehensively grasp the platform’s utilisation across different regions, facilitating coordinated changes and staying abreast of solution options tailored to region-specific challenges.

So, what are the essential criteria to apply?

• All applicants must demonstrate they have a legal right to work in the UK for employment at Allstate. Allstate is not providing sponsorship for this vacancy.
• At minimum 3 years’ experience working in a software development environment
• At minimum 1 years’ experience as a Product Manager or related role
• Working experience of leading products related to Contact Centre Platforms such as NICE, Amazon Connect, Salesforce, Verint, Aptean Respond, and similar.
• Familiarity with agile scrum

We also have some desirable criteria

• Previous Scrum master or project management experience
• Experience of writing technical requirements

What we offer

As Digital DNA’s Workplace of the Year 2020 & 2022 winners, we offer a generous benefits package that includes flexible annual leave entitlement, dental and healthcare insurance, an attractive pension package and discounts on gym memberships, public transport and parking.

Allstate invests heavily in your development, as an employee you will have access to multiple world-class learning platforms and courses from our award-winning in-house Learning & Development team.

We pride ourselves in providing clear career paths and opportunities for internal mobility allowing you to further develop within the organisation.

We encourage a better work life balance and you’ll have the opportunity to apply for various flexible working arrangements.

Statement on Fair Employment and Equal Opportunities

Allstate NI wishes to ensure equal opportunity is given to all job applicants. This company will not discriminate on the grounds of race, gender (including gender reassignment status), sexual orientation, religious belief, political opinion, marital status, age or disability.

We are an equal opportunities employer. We welcome applications from all suitably qualified persons. However, as women are currently under-represented in our workforce, we would particularly welcome applications from women. All appointments will be made on merit.

Applicants should note Allstate NI complete AccessNI background checks on all candidates offered a position.

The closing date for receipt of applications is Friday 19th April 2024