Job Description

Job Description and Duties

We are seeking a talented and experienced Contact Center Product Owner to join our dynamic team. As the Contact Center Product Owner, you will be responsible for leading the development and implementation of contact center solutions to meet the needs of our customers as well as State Fund’s overall omnichannel hub strategy. You will work closely with cross-functional teams to define and prioritize product changes and define the product roadmap to deliver exceptional customer experiences.

In this role, the incumbent will:

• Drive the strategic development and enhancement of the contact center technology stack in alignment with product vision and State Fund's strategic objectives.
• Define and prioritize product features and enhancements based on Contact Center strategic goals and customer feedback  
• Establish/oversee requirements, design, development, security and configuration and implementation of software to ensure enterprise goals/ standards are met through out State Fund, including but not limited to Policy Operations and Claims.

• Work closely with development teams to ensure timely and successful delivery of product features.
• Perform as a project lead and employ effective product management techniques and communication practices to attain project goals.
• Monitor product performance and user feedback to drive continuous improvement.
• Act as a subject matter expert on contact center technologies and best practices.

• Implement a high-touch support model for every phase of the software development life cycle(SDLC)
• Create and maintain product road maps and backlogs in coordination and collaboration with Business owners.
• Conduct monthly release management checkpoints
• Perform product data analysis

The program will also consider hiring an Information Technology Specialist I.

New to state candidates will be hired into the minimum salary of the classification or minimum of the alternate salary range when applicable. Placement to alternate salary range may be based on education or experience identified in your state application.

You will find additional information about the job in the .

Working Conditions

Selected candidate(s) hired may be required to attend in-person Onboarding at our Vacaville office with expenses for attendance paid by State Fund.

Candidates must reside in California to be eligible for this appointment.

Telework may be available and is subject to change based on State Fund guidelines and business needs.

Special Requirements

To be considered, you must provide a fully completed STD 678 application, resume, and statement of qualifications via CalCareers. Resumes submitted in lieu of the STD 678 may not be accepted. Completed STD 678 must include duties performed, start and end dates, and hours worked per week for each position held.

Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list eligibility, are in the process of obtaining list eligibility, have LEAP eligibility, or have SROA and/or Surplus eligibility may be considered.

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

The selected candidate should have the following skills and abilities:

• Proven experience as a Product Owner or similar role in a contact center environment.
• In-depth  expert level knowledge of contact center technologies, including telephony platforms, CRM systems, APIs, data analytics tools and product ownership best practices

• Excellent communication skills and ability to collaborate with cross-functional teams.
• Expert problem-solving and decision-making abilities.

• Knowledge of workers compensation insurance rules/policies, billings, and audits is highly desirable but not required
• Ability to develop and provide training to end users and junior Product Specialists
• Skill/Ability to research, analyze, and evaluate information to make and support decisions
• Skill/Ability to manage multiple product changes
• Skill/Ability to influence others and negotiate agreements and consensus among project partners, work peers, and other stakeholders

Benefits

State Fund employees are eligible for a number of benefits. Our benefit package includes:

Health Benefits Program (CalPERS), Retirement (CalPERS), Employer Health and Consolidated Benefits Contributions, Dental, Vision, 401(k) and 457 Deferred Compensation Plans, Employee Assistance Program, Group Legal Services Insurance, Holidays, Vacation/Sick/Other Paid Leave, Flex Elect Reimbursement Program, Wellness and Recognition, Alternate Work Schedules, Transit Pass Program, Tuition Reimbursement, Dependent Scholarship Program, Leadership Training, Mentoring Program

Background Investigation

Prior to employment with State Compensation Insurance Fund, a background investigation (BI) will be Initiated.

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is required and must be included.
• Statement of Qualifications - Please respond to the following Statement of Qualifications, using Arial font, single-spaced and no more than 2 pages:
  1. Can you describe your experience in designing, implementing, and optimizing contact center products (or related products) to enhance customer satisfaction and operational efficiency?
  2. How have you demonstrated your leadership and management skills in leading cross-functional teams to deliver successful contact center solutions(or related products)?
  3. How do you stay current with industry trends, best practices, and emerging technologies in the contact center space to drive innovation and continuous improvement within your product ownership role?

Job Tags

Holiday work, Permanent employment, Full time, Remote job, Flexible hours,

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