What are the responsibilities and job description for the Product Owner - Call Analytics position at Pennymac?
PENNYMAC:
At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey.
A Typical Day:
Benefits That Bring It Home: Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Some key benefits include:
To learn more about our benefits visit: https://pennymacnews.page.link/benefits
For residents with state required benefit information, additional information can be found at: https://www.pennymac.com/additional-benefits-information
Compensation: Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below:
Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance.
Salary: $90,000 - $150,000 Work Model: OFFICE
Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market.
At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey.
We are seeking a highly motivated and experienced Product Owner to lead a Speech Analytics platform. The ideal candidate will have a proven track record of success in managing and delivering complex speech and customer interaction analytics solutions.
The Product Owner will:
- Define and prioritize the product roadmap for our contact intelligence platform initiatives.
- Collaborate with cross-functional teams to gather requirements and ensure alignment with business goals.
- Work closely with development teams to ensure timely and successful delivery of product features and enhancements.
- Monitor and analyze product performance metrics to drive continuous improvement and optimization of contact intelligence.
- Identify opportunities to leverage AI and machine learning within contact center platforms to improve operational efficiency
- Stay up-to-date on industry trends and best practices in speech analytics and customer interaction analytics.
- Manage organizational analysis efforts to identify current capabilities, opportunities for improvement and drives measurement, prioritization and implementation of identified opportunities
- Review and approve business analysis related documentation including: requirements, current and future state processes and workflows, report specifications and others
- Interact and coordinate with system developers and business subject matter experts on application changes, development, and deployment
- Write, communicates and vets requirements and user stories with business leaders using different approaches such as use cases, activity diagrams, sequence diagrams and state charts, data dictionaries, class or entity relationship diagrams to ensure complete understanding by business leaders/executives while working with an Agile framework
- Work effectively inside a Scrum or Kanban team and conduct and participate in Scrum ceremonies and retrospectives
- Perform other related duties as required and assigned
- Demonstrate behaviors which are aligned with the organization’s desired culture and values
- 3-5 years of experience in product management or a related field.
- Experience with a speech analytics platform such as CallMiner, NICE, Cresta or similar.
- Experience with implementing AI and ML projects within contact center platforms.
- Strong analytical skills and experience working with large datasets.
- Deep understanding of call center operations and customer experience strategies.
- Excellent communication and collaboration skills.
- Ability to work independently and take ownership of projects.
As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do. Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported.
Benefits That Bring It Home: Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Some key benefits include:
- Comprehensive Medical, Dental, and Vision
- Paid Time Off Programs including vacation, holidays, illness, and parental leave
- Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
- Retirement benefits, life insurance, 401k match, and tuition reimbursement
- Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships
To learn more about our benefits visit: https://pennymacnews.page.link/benefits
For residents with state required benefit information, additional information can be found at: https://www.pennymac.com/additional-benefits-information
Compensation: Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below:
- Lower in range - Building skills and experience in the role
- Mid-range - Experience and skills align with proficiency in the role
- Higher in range - Experience and skills add value above typical requirements of the role
Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance.
Salary: $90,000 - $150,000 Work Model: OFFICE
Salary : $90,000 - $150,000