Product Delivery Associate – Back Office Admin

Play a crucial role in transforming ideas into functional products, while navigating through complex challenges. Develop your skills, contribute to meaningful change, and propel your career in an environment that values growth and learning.

As a Product Delivery Associate on the Back Office Admin Team within Workforce Planning, you enable the release of products and features by overcoming obstacles. As an emerging member of the team, you work across the organization and enable the product to continuously deliver value, while gaining skills and experience to grow within your role. 

Job responsibilities

• Supports delivery processes including intake, dependency management, release management, product operationalization, delivery feasibility decision-making, and product performance reporting, while highlighting opportunities to improve efficiencies
• Contributes to change management activities across functional partners and documents adherence to the firm’s risk, controls, compliance, and regulatory requirements
• Documents blockers and impediments to aid with dependency management and resource availability
• Collaborates with the Product Delivery Manager to engage stakeholders and cross-functional partners to manage dependencies and timelines
• Maintains and configures the Workforce Planning application, including auditing, testing, and troubleshooting. 
• Participates in the planning, execution, and ongoing support of integrating business applications with the Workforce Planning application 
• Manages complex project requests to ensure timely and accurate execution 
• Engages with and provides continued support to stakeholders and business partners who utilize Workforce Planning data for daily operations. 
• Perform additional duties as assigned, aligned to business priorities and organizational needs to support business needs 

 

Required qualifications, capabilities, and skills   

• Minimum two years of experience or equivalent expertise in product management, project management, or a relevant domain area
• Demonstrated experience or equivalent expertise in product management, project management, or a relevant domain area
• Exposure to operational management and change readiness workstreams, with advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
• Highly detail oriented, ability to work with multiple Lines of Businesses and projects/tasks simultaneously, manage time and task appropriately, and prioritize to meet deadlines efficiently
• Delivers verbal messages clearly and compellingly, summarizes discussions to confirm understanding and alignment, and conveys information through written words with clarity, conciseness, and professionalism
• Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
• High proficiency in Microsoft Office products (Excel, PowerPoint, SharePoint, Word, Teams, etc.), proven leadership abilities with a track record of guiding others and driving results, and strong quantitative analysis skills including ad hoc data extraction/analysis from a database or data lake

Preferred qualifications, capabilities and skills

• Emerging knowledge of product release and deployment processes, Bachelor’s degree or equivalent professional experience
• Experience with collaboration, communication, and presentation
• Advanced knowledge and understanding of Alvaria eWorkforce Management platform, practices, policies, and procedures; both internal and across various lines-of-businesses
• Proven experience in developing, deploying, and optimizing Artificial Intelligence/Machine Learning models using industry-standard frameworks and tools to solve complex problems, enhance processes, and create new opportunities.
• Proficiency with utilizing analytical and data mining systems such as Tableau, SQL, Alteryx, and Athena and a strong understanding of the agile method, with experience using tools such as Jira and Jira Align. Proficiency in AWS and AWS Connect suite with understanding of a case/task model