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Manager, Performance Management Product Owner (Cary)

Date Posted: Jun 19, 2019

Location: Cary, NC, US, 27513

Company: MetLife

Role Value Proposition

The Global Customer Solutions (GCS) group provides a consistent service experience for all MetLife customers, which includes driving a superior customer service experience and transforming our contact centers.

 

Global Customer Solutions provides outstanding Sales and Customer Service support for key insurance and protection products within the Global business, and drives contact center transformation and digital servicing channels globally. 

 

As the Product Owner, you will be responsible for oversight either the Change/Incident Management, Real-Time Monitoring or Employee Enablement within Global Enablement Solutions’ (GES) team, which is part of MetLife Global Customer Solutions.   This position is responsible for the change oversight and governance of MetLife’s voice channels, online, cross channel and emerging platforms.  In addition, the team will provide expertise and support, recommendations and delivery of incremental improvements and optimization of platform capabilities.

 

Key Responsibilities:

  • Legal, Compliance, Risk Management across platforms. Internal User Recertification/Audit requirements.
  • Support of cross system maintenance opportunities by reviewing and ensuring platforms are receiving necessary service releases/patches and system recycling per manufacturers best practices.  Support of any regulatory and legal requirements.  Perform consistent review of key processes to seek optimization and refinement. 
  • Utilization of standard tools to alert the ROC and others to potential and active service impacts. 
  • Actively ensure that critical platforms have necessary tools enabled with core functions being monitored.
  • Serve as the Cross Platform solution SME to technical partners, providing business expertise and information supporting their development of investigation procedures and processes enabling identification and resolution of production technical issues on MetLife’s platforms.

 

Essential Business Experience and Technical Skills:

Required:

  • Bachelor’s degree and 8 years of experience in various business/technology roles with progressive responsibilities in the customer solutions platform/Web application development/support, Agent Desktop, mobile, email and survey solutions with progressive responsibilities in the customer solutions platform/Web management function (GCS IVR, telephony, Agent Desktop, and chat initiatives, Web Application Development/Support).
  • Advanced skills in business management tools including: Agile Frameworks, Microsoft PowerPoint, Word, Excel, Visio, Project, Access and Web Design.  Experienced with technology portfolio and risk management tools and data facilities. 
  • Strong analytical and written communication skills. Ability to maintain strict confidentiality. Flexibility to work on different projects at the same time. Demonstrated ability to handle multiple assignments simultaneously while meeting aggressive deadlines.  Ability to work with all levels of management.   Strong interpersonal and relationship building skills to support liaison role. Ability to work independently while effectively managing time.
  • Accomplished change management leader, able to operate effectively in a highly matrix environment. Demonstrated experience managing complex business processes, technology and change programs across a matrixed organization for a Fortune 500 company. Ability to champion change, inspire a shared vision and promote key values.
  • Problem-solver with the ability to translate qualitative and quantitative information into actionable recommendations. Strong leader with demonstrated sound business judgment.  Able to inspire the trust, confidence and respect of peers and other senior leaders.  Develops talent for the future. In addition to solid interpersonal and teamwork skills – including oral and written communications, relationship building, collaboration, influencing, negotiation and conflict mediation – across a broad range of levels in the organization.

 

Preferred:

  • Bachelor’s degree in Computer Science; Advanced degree preferred.
  • 10 years of experience in customer solutions platform management function.
  • Knowledge of Global Operations: organization, services and technology portfolio.

 

Travel

10% or less

 

Business Category

GCS – Platform Management

 

Number of Openings

2

 

At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.” 

 

 

MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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