Product Owner - CRM & Telephony

6 days ago

🍂 Massachusetts – Remote

Although this job is listed in Massachusetts, this company may be open to hiring remote in other states.

🚗 Michigan – Remote

Although this job is listed in Michigan, this company may be open to hiring remote in other states.

💵 $131.3k - $196.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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AAA Life Insurance Company

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AAA Life Insurance Company is a provider of various life insurance products, including Term Life Insurance, Whole Life Insurance, Universal Life Insurance, and Accident Insurance. They also offer annuities and a range of resources to help customers understand their insurance needs. With a focus on customer support and education, AAA Life Insurance Company aims to simplify the process of obtaining life insurance and offer tailored solutions to protect the financial future of individuals and their families.

Life Insurance and Annuities at competitive rates

501 - 1000 employees

Founded 1969

⚕️ Healthcare Insurance

💸 Finance

📋 Description

• Own the CRM & Telephony product roadmap, aligning it with business needs and customer experience goals. • Optimize telephony and call center technologies to improve efficiency, customer satisfaction, and agent productivity. • Enhance CRM capabilities by introducing automation, analytics, and improved user workflows. • Ensure seamless integration between CRM, telephony, and other business-critical platforms such as policy administration and customer self-service tools. • Work closely with distribution, agent support, and customer service teams to gather insights and define product requirements. • Collaborate with IT and engineering teams to implement new features and system enhancements. • Engage with underwriting and policy operations teams to ensure process alignment. • Partner with third-party vendors to optimize CRM and telephony capabilities. • Manage and prioritize the product backlog, ensuring that the most impactful initiatives are delivered first. • Lead requirement gathering sessions and translate business needs into clear user stories and technical specifications. • Monitor key performance indicators (KPIs) related to CRM adoption, call center efficiency, and customer engagement. • Ensure compliance with regulatory and data security requirements related to customer interactions. • Stay up to date on CRM and contact center technology trends to introduce best-in-class solutions. • Identify automation and AI-driven enhancements to improve agent efficiency and customer interactions. • Champion usability improvements to make CRM and telephony tools more intuitive for internal users.

🎯 Requirements

• 3+ years of experience in Product Ownership or Product Management roles • Experience managing CRM, telephony, or customer engagement platforms (e.g., Salesforce, Genesys, etc.) • Strong understanding of agent workflows, call center operations, and customer service processes • Proven ability to translate business needs into product requirements and drive execution in an agile environment • Excellent communication and stakeholder management skills, with the ability to balance business priorities with technical feasibility • Strong data-driven decision-making skills, with experience tracking CRM or call center performance metrics