Product Owner - Enterprise Tools Team

The Opportunity

To help us achieve our mission, we are hiring a Product Owner to work across the Customer Communication Management (CCM) stack supporting our CCM teams and internal customers.  This is a highly collaborative role, and you will be working very closely with the CCM Delivery Leads and subject matter experts in identifying opportunities, producing milestone timelines, prioritization and making actionable recommendations, and leading a cross functional technical team that will provide support and develop solutions within the CCM Stack.  This individual will work closely with stakeholders (both business and IT) and the development team to manage CCM solutions from concept to implementation.  It is an opportunity for a strong problem solver to shine.  We are looking for someone who is energized by attacking unique or complex problems and producing creative solutions.

The Team

The Customer Communication Management (CCM) stack is made up of close-knit teams of developers and business systems analysts that work on projects delivering customer communication solutions.  These communications can include contracts, financial statements, bills, letters, and checks, and can come from business areas across the enterprise.  The team’s work includes things like source to target mapping and event creation, strategic document generation and output management, automated image and workflow solutions and electronic records management. Our team's work touches millions of our policyholders and we generate more than 10 million correspondences on an annual basis.

The Impact:

As the CCM Product Owner, you will play a key role as the liaison between CCM resources, business and IT project teams, with a focus on driving work from request through delivery project phases as well as championing CCM capabilities.  To accomplish this, you will:

• Triage incoming demand including coordination of sizing and of review of project requirements and sequencing for execution

• Identify and escalate risks, issues, and blockers for active projects and participate in mitigation planning

• Ensure there is alignment/agreement between the business project team and our internal CCM teams on scope, commitments on deliverables (oftentimes complex/interdisciplinary/interlinked), roles and responsibilities and target dates.

• Drive and influence decisions within project teams that support the best outcome for the business while adhering to MassMutual’s and CCM’s strategic direction.

• Responsible for partnering with the Project Manager to ensure that appropriate milestones and/or activities are aligned with CET milestones and are included in the overall Project Plan

• Own the coordination and management of all CET activities throughout the project life cycle including any post-implementation tasks

• Ensure the timely completion of all CET milestones and deliverables including any required reviews and approvals

• Responsible for the facilitating key decision escalations that are impeding progress

• Interacts regularly with executives and/or key customers to provide consultation, influence, resolve complex issues and provide insight into commitments, targets and progress

The Minimum Qualifications

• Bachelor’s degree

• 8+ years of experience in a product owner, project management, or similar role

• Excellent project management skills.

• Capable of leading technical teams to implement a broad scope projects simultaneously

• Strong organizational skills and attention to detail

• Effective relationship building skills

• Ability to operate independently and to effectively influence multiple stakeholders to achieve goals

• Ability to communicate technical concepts using business terms and vice versa

• Experience with Waterfall and Agile methodologies including Scrum and Kanban in multi-team agile environments

• Experience in Financial Services and/or Insurance industry

• Authorized to work in the US without sponsorship now or in the future

The Ideal Qualifications

• Experience in the customer correspondence industry

• Knowledge or experience with event management solutions and tools using the publish-subscribe framework

• Knowledge or experience with imaging solutions and content management tools like FileNet P8

• Knowledge or experience with print solutions and output management tools like Emtex and the xPression suite

• Experience supporting Project Managers by coordinating cross-function technical teams

• Proactive, self-starter with excellent project management skills and ability to manage multiple tasks effectively

• Excellent communication skills with the ability to engage, influence, and inspire partners and stakeholders to drive collaboration and alignment

• High degree of organization, individual initiative, and personal accountability

• Balance of Customer Communications technical capability knowledge and business acumen

What to Expect as Part of MassMutual and the Team

• Regular meetings with the Centralized Enterprise Tools Team

• Focused one-on-one meetings with your manager

• Access to mentorship opportunities

• Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, Veteran and disability-focused Business Resource Groups

• Access to learning content on Degreed and other informational platforms

• Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits

• Experience or working knowledge of Financial Service / Life Insurance concepts and business data

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