Posted in Other 30+ days ago.
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Type: Full Time
Location: Boston, Massachusetts
As the Commercial Systems Product Lead for the Digital Servicing Interfaces at ANSYS, you will be leading our digital product owners through a deep dive into the workflow of our Digital Servicing Experience, for ANSYS Customers, Channel Partners and Students. The role will have a strategic impact on ANSYS growth plans and will drive consistent execution of customer-facing experiences across our various Servicing interfaces.
The individual will combine their expertise in the domain of service operations, case and knowledge management with their passion for building highly engaging community experiences. Her or his goal is to deliver user-centric solutions that improve the experience for ANSYS Customers, Third-Party Partners and Students alike, while enabling streamlined operational efficiencies.
The Product Owner Lead will report into the Director of Commercial Systems, Operations and Strategy, and will serve as a liaison between customer service and partner lifecycle management SME s, delivery and change management teams to facilitate product development. This role directly interfaces with development, QA and operations experts to represent the voice of the customer/user and is responsible for defining, documenting and clearly articulating requirements to the delivery team.
Transform a strategic vision set by the customer-facing platform product owners into executable plans
Facilitate the prioritization and execution of a product roadmap for delivering (and enhancing upon) new online servicing and engagement platforms used by our global Customers, Third-Party Partners, and Students
Lead discussion with cross-functional teams to reach consensus on key decisions and deliverables, and from those discussions, write well-defined user stories, use-cases, acceptance criteria, and quality measures for the features to be released within each product increment.
Create, refine, prioritize and maintain a product backlog with features that maximize the value of the products, while also ensuring the needs of its users and the company are met.
Daily engagement with a dedicated agile development team, and active participation in all scrum events & activities (e.g. program increment planning, sprint planning, sprinting, sprint review, sprint retrospective, daily stand-up s, etc.).
Definition and continuous measurement of key indicators which assess the overall health of the program, and ongoing communication to project stakeholders regarding project status, impediments or blockers, and progress towards delivering against the forecasted plan.
Identify process improvement and user experience enhancements to existing customer service and partner lifecycle management touchpoints
Plan and conduct user research activities (surveys, interviews, usability studies, analytics reporting, pilot testing, etc.) to guide product design and ongoing improvements
Maintain a big picture perspective to ensure small cycle projects adhere to the grand vision
Minimum 5 years experience implementing or re-engineering customer service processes and customer facing digital servicing experiences
Minimum 5 years experience implementing Service and/or Community cloud in one or more of the following capacities: business analyst, consultant, product manager or product owner role
Ability to understand seemingly disconnected ideas/issues well enough to create thoughtful, holistic solutions and break compounded issues down to understand the underlying process and root cause
Demonstrated ability of managing large-scale implementations for highly complex projects in a matrixed environment
Proficiency with agile project management tools (TFS, Jira, etc.), and Microsoft Office suite.
Individual is self-organizing, self-managing, detail-oriented with a strong business sense and excellent communication skills also a good negotiator who is decisive, flexible, and open-minded, with an innate ability to manage roadblocks and conflicts leading to resolution to keep projects on track.
Salesforce Administrator and one or both of the following certifications: Service Cloud, Community Cloud
Bachelor s degree
Product Owner, Product Manager, and/or Scrum Master certification is a plus
Experience re-engineering customer service and/or or PLM processes in 3 or more projects
Specific experience in the following areas of Service Cloud and/or Community: case management, knowledge, entitlements, milestones, service console, user onboarding, self-service, chat, etc.
Implementing user-centered design methods and/or design-thinking throughout the product development lifecycle to shape the strategy and define deliverables specific to the end service or product.
Ability to take on a variety of functional roles including project management and business analyst as needed to ensure product success
CULTURE AND VALUES
Culture and values are incredibly important to ANSYS. They inform us of who we are, of how we act. Values aren't posters hanging on a wall or about trite or glib slogans. They aren't about rules and regulations. They can't just be handed down the organization. They are shared beliefs guideposts that we all follow when we're facing a challenge or a decision. Our values tell us how we live our lives; how we approach our jobs. Our values are crucial for fostering a culture of winning for our company:
Results and Accountability
Transparency and Integrity
Sense of urgency
Collaboration and Teamwork
ANSYS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.
ANSYS does not accept unsolicited referrals for vacancies, and any unsolicited referral will become the property of ANSYS. Upon hire, no fee will be owed to the agency, person, or entity.