by twochickswithasidehustle | Feb 22, 2024 | Uncategorized
Description
At Thrivent, we are focused on a digital transformation that will deliver modern, innovative experiences for our clients, financial advisors, and employees. We are investing in data and technology, using DevOps practices, and building an engineering culture of empowered technical experts. Our technologists are involved in work that includes cloud native development, digital architecture and integration, automation, cloud data platforms, artificial intelligence, and machine learning as well as maximizing platforms such as Salesforce, AWS and Microsoft.
This Product Owner will be part of our Engineering Productivity team. The Product Owner works on a cross functional team to create meaningful and simple experiences for their product’s customers. They own the direction-setting, discovery, and prioritization of customer wants and needs. A PO-I typically is new to the role of Product Owner, and as such likely manages products with limited scope and impact.
The Product Owner role is highly collaborative working closely with several key partners. The Product Owner articulates, translates, and executes the Product Manager’s long-term strategy and vision of the product through tactical strategies and solutions to drive necessary business outcomes. This requires the right alignment and regular, transparent communication to ensure both roles deliver on their goals. Additionally, the Product Owner works closely with stakeholders, end users, and functional and technical team members to rapidly deliver quality solutions to customers.
DUTIES & RESPONSIBILITIES:
- Works as a key team member on a cross functional team, responsible for continuous delivery of value to the customer through compelling and empowering customer experiences.
- Collaborate with Product Manager and stakeholders to ensure work prioritization is aligned with Thrivent’s priorities and overall product roadmap as well as to provide product development feedback and direction.
- Continuously innovates and evolves the product in alignment with strategic priorities. Is responsible for creating, maintaining, and evolving the product roadmap.
- Maintain and refine product backlog: Create user stories and acceptance criteria and prioritize all stories to ensure work focuses on those with maximum business value that align with product strategy.
- Ensure stories clearly communicate the customer and stakeholder needs to meet key business objectives and strategies for the product. Is available for consultation during agile team planning and grooming sessions as needed.
- Works with other product teams/owners to align product roadmaps and sprint plans, and to focus on delivering the maximum business value to the organization.
- Working as a part of an agile team, ensures the team is aligned around similar goals and objectives and attending all team meetings.
- Engages with customers and users on a regular basis to uncover implicit and explicit needs.
- Develop and track key value drivers that measure effectiveness of product discovery and overall product performance and communicate these to stakeholders and business leaders on a regular basis.
- Foster a sense of urgency to achieve goals and leverage resources to overcome unexpected obstacles.
- Inspire others to achieve challenging goals and high standards of performance while committing to the organization’s direction (Product/Agile/DevOps).
- Models Thrivent’s leadership competencies – courage, collaboration, and commitment by demonstrating resiliency, working together to make the best decisions, and holding yourself and others accountable.
- Supports and/or develops an environment in which Thrivent employees and colleagues are focused on continuous improvement, exceptional employee engagement, and an unwavering commitment to our clients. Shapes and/or supports a culture that represents the Thrivent purpose, promise and values, ensuring that Thrivent’s trust and reputation remain strong with its clients.
QUALIFICATIONS & SKILLS:
Required:
- Bachelor’s degree or equivalent work experience
- 4-6 years relevant business experience
- Understand fundamentals of iterative development, software development process and procedures
- Familiarity with principles of Agile Product Management, stakeholder management, market and user research, technology management, and process design
- High level of organization and attention to detail
- Passion and understanding of new technology and trends
- Strong communication abilities to all levels of seniority and disciplines within the organization
Preferred:
- Certified Product Owner or similar certification
- Experience developing business cases, roadmaps, product execution strategies
- Ability to prioritize work against enterprise, division, and product strategies. Can effectively communicate rationale and impact for prioritization choices
- Experience in defining high-quality business requirements and proficient in Agile story writing
- Experience with foundational product management tools, techniques and principles across discovery, design, build, release, and measure cycle
- Strong leadership skills to coordinate and motivate product teams, even outside direct reporting relationships
- Demonstrated experience with user interface design and best practices for usability
- Experience working in large, complex organizational initiatives
- Advanced skills in MS Office Suite with particular emphasis on Excel and PowerPoint
Thrivent provides Equal Employment Opportunity (EEO) without regard to race, religion, color, sex, gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state, or federal law. This policy applies to all employees and job applicants.
by twochickswithasidehustle | Feb 22, 2024 | Uncategorized
At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.
We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #8 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.
At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.
- Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
- Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
- Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
- Talkdesker: YOU!
The Senior Web Manager is responsible for the overall management and execution of web projects, including development and implementation. The ideal candidate will have a strong understanding of web development principles and best practices, as well as experience in managing and leading teams.
RESPONSIBILITIES
- Identifies opportunities for system enhancements, including technology upgrades, multimedia applications, database interactions and data modeling tools.
- Manages the function responsible for researching, tracking and understanding new web technologies and providing leadership for development of service applications and analyzing business requirements as they pertain to intranet and external Internet-related systems.
- Work with stakeholders to gather requirements and define project scope
- Develop and maintain the website content management system (WordPress)
- Monitor website performance and analytics to identify opportunities for improvement (including SEO related)
- Work with the marketing team to develop and execute website marketing campaigns
- Provide technical support to CMS users
- Train website users on how to use the CMS
- Stay up-to-date on the latest web development trends and technologies
QUALIFICATIONS
- Bachelor’s degree in computer science, information technology, or a related field
- 5+ years of experience in web development
- Experience in managing and leading web development teams
- Strong understanding of web development principles and best practices
- Experience with a variety of web development tools and technologies, including HTML, CSS, JavaScript, and PHP
- Experience with a CMS, such as WordPress
- SEO / SEM & Analytics Practiced with SEO methodology and tools ability to analyze and solve technical SEO issues
- Strong analytical and problem-solving skills
- Excellent communication and teamwork skills
- Ability to work independently and as part of a team
WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:
Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)
by twochickswithasidehustle | Feb 22, 2024 | Uncategorized
otal funding, a valuation of more than $10 Billion, and a ranking of #8 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.
At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.
Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
Talkdesker: YOU!
RESPONSIBILITIES:
Answer technical support requests via email, chat, and phone;
Help guide customers through the setup process;
Collaborate with our engineering team to solve more complex issues;
Identify, document and follow up with engineers on product bugs and features;
Update knowledge base and troubleshooting documentation for internal and customer use;
Act as a liaison between engineering, customer success and sales on technical issues affecting our customers.
REQUIREMENTS:
Fluent in English;
Excellent written and verbal communication skills;
Previous experience in a client-facing technical role for a product business;
Strong problem-solving, decision-making, and critical-thinking skills;
Ability to make sense of something complex and explain it in plain English;
Professional, courteous and committed to provide amazing customer support;
Open-minded, positive and keen to learn;
Great attitude, team player;
Willing to work flexible hours;
Keen to mentor and help train junior team members;
College degree.
BONUS REQUIREMENTS:
Fluent level in other languages (preferably Spanish, French or German);
Degree in a technical subject;
Knowledge of IP Telephony;
Experience diagnosing QoS issues;
Experience with call center technology such as IVRs ;
Experience with Salesforce as an admin or developer.
WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:
Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)
by twochickswithasidehustle | Feb 20, 2024 | Uncategorized
WHO WE ARE:
Building on its rich heritage, Zinnia is transforming the way life and annuity products are created, sold, and administered – from lead to origination to claims – through Zinnia Open Insurance. We’re addressing the new realities of the marketplace, and we understand what consumers want and deserve: a great experience from the moment they consider these products until their policies pay out.
Zinnia Open Insurance is advanced data-driven technology that accelerates innovation, enables unrivaled speed-to-market, deepens relationships with policyholders, and empowers better risk-based outcomes. Open transforms the end-to-end experience to make everything faster, more transparent, and more collaborative for consumers, carriers, and advisors. Zinnia is a new tech company, but we’re not new to insurance. We’re L&A experts and technology innovators building Open Insurance to power exceptional experiences that evolve ahead of the marketplace. We’re Zinnia. And we’re Open. Join us, and experience Life, More Open.
WHO YOU ARE:
The Client Support Specialist (CSS) will provide oversight and advice to the Account Manager, Delivery Lead, Program Manager/PM, Operational Lead and Client Operations Analyst on production items from intake to resolution and development of new processes/support. CSS’s will report and facilitate incident and change items directly to the External client; and provide assistance to our Internal teams in the mitigation and resolution of items.
Client Support Specialists are liaisons between Information Technology, Incident Management, Finance, Operations, Management, External clients etc. and are responsible for facilitating the flow of information between departments.
WHAT YOU’LL DO:
- Drive resolution of production related items by oversight across both Incident Management and Client Delivery Team with a sense of urgency.
- Completing research and providing analysis as needed to support Management in decision making
- Facilitating the development and execution of proposed business and technical solutions
- Assist in the research and investigation of escalated production items and engage teams for resolution
- Assist in identifying, developing and executing continuous improvement opportunities
- Facilitating business needs and priority identification
- Track production items through completion while providing regular updates to both internal and external customers
- Provide project management, as needed, of production items that are being remediated by the Client Delivery Team
WHAT YOU’LL NEED:
- A bachelor’s degree in Computer Information Systems, Business Administration, or a related field; or a high school education and equivalent work experience in business analysis and application development
- Advanced knowledge of SQL, client/server, and network environments
- Advanced Microsoft PC software experience (i.e., Excel, Word)
- Excellent written, oral and interpersonal communication skills
- Advanced troubleshooting skills
- Ability to lead and mentor teammates to ensure constant improvement
- Advanced understanding of multiple software applications
- Customer service skills with strong relationship management skills with the ability to interact positively and successfully with all level of associates and managers to meet business needs
- 5+ years’ work experience or an education in systems or quantitative analysis and business solutions development required
- Established Annuity and Life Insurance industry-related knowledge
- 5+ years’ experience in Annuity, mutual funds, financial services, or life insurance work experience preferred
BONUS POINTS:
- Experience in project management preferred
by twochickswithasidehustle | Feb 20, 2024 | Uncategorized
THE PERSON
Are you a detail-orientated customer advocate who loves to learn and is fulfilled by solving problems? Do you consider yourself an articulate, concise communicator who builds trust and buy-in by exuding empathy for our clients and teammates? If you are a self-driven, persuasive, passionate and customer-focused technical specialist with a knack for visualizing solutions, then we want to talk to you!
Our ideal Help Desk Specialist candidate is:
- Honest, Patient, Accountable, Open-minded
- Approachable – You are high-energy, friendly, and are comfortable with a high volume of tasks and customer interactions. You are always anticipating customer needs and enjoy the idea of what’s next.
- Curious – You’re a good listener who wants to peel back the layers of a problem rather than jumping to conclusions. You feel comfortable asking targeted questions that will get to the heart of any issue.
- Coachable – You’re energized by verbal interactions and passionate about continuous learning and improvement. You’re thirsty to learn more about our products and how they work and are unafraid to dive into the tech side of our company.
- Adaptable – You’re a natural multi-tasker and critical thinker who is comfortable with different communication styles and the unknown. You like challenge and surprise and understand how tech and apps can be skillfully applied to solve a business problem.
- Professional – You emanate a positive attitude, take pride in your work, and boast excellent written communication skills.
- Problem-Solver – You’re skilled at troubleshooting problems, identifying the causes of those problems, and providing innovative solutions.
Our culture values dedicated team players who seek to communicate actions that implement solutions. We are looking for someone who believes in small businesses and the impact they have on society, and who enjoys the responsibility of making daily contributions. Our ideal candidate is willing to acquire deep product knowledge to problem solve and support the rollout of upgrades and enhancements. You’ll fit right in if you love technology, thrive on building relationships, take pride in happy customers and gain fulfillment in helping others!
RESPONSIBILITIES
The job responsibilities of the Help Desk Specialist position include, but are not limited to:
- Receive inbound support calls and online chat inquiries from customers to configure call routing and answer feature and phone questions
- Communicate using phone, chat, screensharing, email and other technologies
- Make outbound calls to customers to test all configuration changes and follow-up with the customer on questions and configuration changes
- Conduct ad-hoc customer portal and phone training
- Work within a ticketing system to document customer interactions and the resolution of issues
- Effective working in a virtual working environment
- Suggest features and solutions that our products provide, to anticipate customer needs
- Ensure customer delight by seeking to understand the issue, quickly resolving the issue, and following up to make sure the issue is resolved
QUALIFICATIONS
Required:
- 2+ years’ experience troubleshooting in a customer-facing role
- 1+ years working with Cloud-based software
Preferred:
- Networking, IT or telecommunications certification or equivalent work experience
- Professional experience using VOIP technology including SIP, RTP, QoS, codecs
WORKSITE
- The Help Desk Specialist position is fully remote with company-sponsored visits to our Michigan headquarters.
- Every team member has the option to work in our Southfield, Michigan office when they believe it beneficial to do so.
THE COMPANY – Clarity Voice
Clarity Voice is one of the pioneers of cloud-based VoIP phone systems, and our dedicated team is the reason behind our success.
We offer profit-sharing bonuses, a 401K matching program, medical, dental, and vision plans, and many other benefits. We value a work-life balance and support flexible work schedules, telecommuting, and offer a generous paid time off package. Our professional development program helps our employees advance their skills and grow their careers. We provide coaching, mentoring, and training events to help them realize their greatest potential.
We’re not all work and no play though – we celebrate birthdays, life events, and professional accomplishments, and are always open for new ideas to engage with each other. We have quarterly state of the company meetings to keep everyone abreast of new upcoming initiatives, customers, and ideas as well as congratulating team members for their contributions and informing them of organizational accomplishments. We also conduct engagement multiplier surveys to ensure our team members have a voice, YOU suggest, and WE listen. We encourage a collaborative team environment.
To encourage career growth, we have instituted a Badge program and have a knowledge-based company wiki to help us stay on the leading edge of technology. We utilize Slack to communicate in the remote environment, so our team never feels alone, and we love supporting a positive, collaborative working environment.
At Clarity Voice, we are passionate about serving our customers and doing the right thing. We’re a values-based company where culture is everything. We value each individual for their unique character traits and believe our culture is defined by the people who are part of it. The Clarity team is bound by a Code of Values and supports the company’s vision of becoming the most respected, most referred cloud phone company in North America.
WHY Clarity Voice?
Clarity Voice stands out because of our culture and core values:
- Dedicated – do whatever is needed to get it done, finding satisfaction in your accomplishments
- Continuous Improvement – be willing to evaluate and seek to be better
- Serve Before Gain – assist without expecting a return on your personal investment
- Do the Right Thing – apply the Golden Rule, even when no one is around to see it
- Humbly Confident – be self-assured but know when to ask for help
- Seek to Understand – appreciate another’s perspective before sharing your own
DIVERSITY AND INCLUSION
As an organization and group of talented team members, we embrace our differences as strengths. We have a zero-tolerance policy for any type of bullying, harassment, or discrimination of any protected classification. We promote an inclusive culture of trust, respect, transparency, and collaboration enriched by our differences in gender, age, ethnicity, personal preferences, disabilities, and lifestyles.
We’re an inclusive group of smart, bright people who are humbly confident, passionate about solving problems and like to share our knowledge. If you’re interested in progressing your career at a company that rewards quality work over quantity and genuinely cares about you and your future, apply now, we would love to learn more about you!
Benefits: Medical, dental, and vision plans; 401k matching program; paid time off, profit sharing, short and long-term disability, and life insurance to name a few.
Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
We look forward to hearing from you!
Key Words: PBX, Telecommunications, Phone, Telephone, IP Telephony Systems, Voice, PSTN, VoIP, Hosted VoIP, Voice over IP, Customer Support, Customer Satisfaction
