Business Product Owner – Contact Center
Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.
We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!
Job Description
As a Business Product Owner for the Contact Center, you will be operational, hands-on, and, eager to grow in product management within environments.
You will support the execution and evolution of Contact Center tools, working with operations to ensure that solutions work in daily activities.
In this role, you will report to the Global Business Process Manager and work in a hybrid environment from our office in either Milwaukee, Wisconsin or Mayfield Heights, Ohio.
Your Responsibilities:
- Manage the product backlog (creation, refinement, and prioritization).
- Translate business and operational needs into clear requirements (user stories).
- Work with technology teams under methodologies (Scrum/Kanban).
- Follow up on developments and ensure progress.
- Maintain contact with operations (agents, supervisors) to understand needs.
- Participate in functional testing (UAT) and solution validation.
- Identify quick improvements that impact daily operations.
- Support monitoring of basic operational indicators.
The Essentials - You Will Have:
- Bachelors Degree
- Legal authorization to work in the U.S. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
The Preferred - You Might Also Have:
- 5+ years of experience as a Business Analyst or a Product Owner.
- Experience with Contact Center Operations with exposure to Interaction Center Technology.
- Knowledge of Contact Center tools (CRM, telephony, ticketing).
- Experience working with digital products and continuous improvement from an operational perspective.
- Knowledge of metrics including AHT, Service Level Agreement, and CSAT.
What We Offer:
- Health Insurance including Medical, Dental and Vision
- 401k
- Paid Time off
- Parental and Caregiver Leave
- Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
- To learn more about our benefits package, please visit at www.raquickfind.com.
At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.
This position is part of a job family. Experience will be the determining factor for position level and compensation.
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We are an Equal Opportunity Employer including disability and veterans.
If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.
Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.