At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.
Our Modern, Flexible Workplace:
We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to work from anywhere at any time, allowing for more flexibility in where and how you work. We know that choice and flexibility are important to you. We also recognize that flexible and remote positions can become opportunities for military partners, caregivers, and individuals with disabilities to thrive at our company. We invite you to consider what a Modern, Flexible Workplace can mean for you!
It is anticipated that an incumbent in this role will work onsite for three (3) or more days a week and will have a dedicated workspace when working onsite. Work location is subject to change based on business needs.
The CRM Platforms Product Owner is responsible for leading the modernization of our call center operations through the implementation of CRM platforms, such as Salesforce. This role focuses on transforming customer interactions, streamlining processes, and ensuring continuous improvement of call center operations post-implementation. The Product Owner will collaborate with senior management, product stakeholders, architects, designers, developers, agents, project managers, and others to define and document detailed requirements for CRM Solutions. The Product Owner is responsible for the creation and maintenance of the roadmap for CRM Solutions and will also collaborate with stakeholders to prioritize and deliver the roadmap backlog features. The Product Owner will be the business lead for a cross functional Squad of developers, testers, and analysts, working together to implement contact center solutions and desired business outcomes.
About This Role:
Major Responsibilities:
- Engage in Design and Planning: Actively participate in design discussions, understand the CRM requirements for the call center, and ensure readiness for implementation. Involved in gap analysis, business case creation, and alignment with key business objectives.
- Roadmap and Prioritization: Develop and manage a comprehensive roadmap for the CRM platform implementation, ensuring alignment with broader call center modernization goals. Prioritize initiatives based on business impact, ensuring both long-term solutions and quick wins.
- Lead Transformation Execution: Own the detailed execution plan for CRM platform deployment in the call center. Collaborate with technology, business units, and external vendors to ensure seamless integration and alignment with call center operations.
- Pilot and Rollout: Plan and execute pilot implementations within select call center environments, capturing lessons learned and scaling solutions across all centers. Ensure successful handoffs between pilot and broader rollout phases.
- Stakeholder Communication: Provide clear and regular updates to stakeholders at various levels, including leadership, operational teams, and IT. Manage expectations and ensure alignment throughout the modernization process.
- Continuous Improvement: Implement systems to monitor and analyze call center performance post-implementation. Ensure continuous improvement by incorporating feedback, prioritizing enhancements, and adapting processes as needed.
The Ideal Candidate for This Role:
Desired Qualifications:
- 7+ years’ experience in CRM platform implementation, preferably in call center environments.
- Bachelor’s degree Preferred.
- Proven track record in managing complex, large-scale CRM transformations.
- Expertise in stakeholder management, communication, and negotiation.
- Experience with agile methodologies and a strong focus on continuous improvement.
- Ability to lead cross-functional teams in a fast-paced, dynamic enviro
- 5+ years of experience with Customer/User Experience design and concepts
- AI solution experience a plus
Compensation:
Compensation range (base pay): $103,375.00-$175,738.00
Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.
Benefits Overview:
We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:
Medical, Dental, Vision Insurance
401k, With Matching Contributions
Time Off Programs
Health Savings Account (HSA)/Dependent Care
Employee Banking
Growth Opportunities
Tuition Assistance
Short-Term/Long-Term Disability Insurance
Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/.
For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.
Job number: R-20241111
Equity, Diversity, & Inclusion:
FNBO is committed to belonging, inclusion, diversity and equity. We are committed to intentionally and proactively creating pathways to success for historically underrepresented populations. To accomplish this, we foster a culture of belonging and inclusion so that every employee is valued, and has opportunity and the ability to make an impact. FNBO strives to reflect the diversity of the communities we serve in the makeup of our workforce.
See the full FNBO Equity, Diversity, & Inclusion Statement here
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
Click here to download 'EEO is The Law' Self-Print Poster
Click here to download 'EEO is The Law' Supplement for Federal Contractors
Click here to download 'EEO is The Law' GINA Supplement
FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC
FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)
Application Deadline:
All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.
