Job Description
Virtual Assistant/Chat Digital Product Owner
Be part of the team that manages the development and implementation of new VA features. This includes taking part in Agile ceremonies—grooming, iteration planning, stand-ups and using Agile product management tools. Translate business objectives into technical specifications by creating a backlog of clearly written and well defined user stories. Manage VA backlog to ensure teams are focused on the highest impact efforts to achieve defined objectives and key results. Work with third party software vendors as the team builds the VA/Chat product. Partner closely with IT architects and technical leads to develop solutions that deliver customer value quickly while reducing ongoing operational costs. Lead ongoing demonstrations of new software to update stakeholders and team members on new features and functionality. As needed, partner with other business units to write and accept user stories, ensuring technical and business requirements are met. Focus on outcomes—identifying key metrics and continuously measuring and iterating to improve the product.
Benefits and Offers
Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Your main responsibilities in this role include the following:
Duties and Responsibilities
Deep dive into the VA data to understand customer and chat agent trends to provide recommendations that meet the products objective and key results.
Collaborate and work closely with stakeholders from Contact Centers, IT, UX and Analytics to understand customer behavior and create great customer experiences.
Promote the VA as a channel to support other products in meeting their goals and objectives, while ensuring experiences align with vision for VA/Chat and consider the holistic product experience.
Keep stakeholders informed and communicate outcomes, learnings, and changes as teams work toward objectives.
Conduct competitive benchmarking to research new technologies, identify gaps, and discover opportunities to enhance the customer experience.
Job Requirements
Bachelor’s degree in marketing, communications, finance or equivalent experience/training
Understanding of digital products, preferably Virtual Assistant / Live Chat
3 years relevant work experience, preferably in e-commerce
Understanding of the latest digital technologies and how those tools can be leveraged to drive customer engagement
Proven track record in delivering products that generate substantial value
High level of intellectual curiosity and comfort with ambiguity
Well organized, able to multi task, able to prioritize with minimal direction
Communication skills—providing transparency, setting expectations and reporting on results
Emphasis on interpersonal skills that create an environment of trust and encourage partnership within the team and across product teams
Master’s degree in related field
Experience working with Virtual Assistant / Live Chat or Interactive Voice Response System (IVR)
Experience working in a product model, focused on outcomes to continuously improve the customer experience
Digital/Contact Center and travel/airline experience
