Location: New York, NY (Onsite). Candidates must currently reside in the Greater New York, NY area or be willing to relocate at their own expense prior to starting.

Work Authorization: Applicants must be currently authorized to work in the United States on a full-time basis. We are unable to provide sponsorship for employment visa status.

Drivers License: as it’s a requirement to be converted FTE if that option presented. No driving will be conducted for this role.

Aquent is partnering with a leading organization at the forefront of digital innovation, dedicated to enhancing customer experiences through advanced technology solutions. This company is committed to delivering exceptional service and is undergoing a significant transformation to redefine its digital presence and engagement strategies.

Join a team that values innovation, collaboration, and making a tangible impact on millions of users.

About the Role

As a key player in our Digital Customer Experience initiative, you will be instrumental in shaping the future of our digital channels.

This is an exciting opportunity to drive the redesign and re-platforming of our web, mobile, and application experiences, directly impacting how our customers interact with us. You will lead an agile team, guiding product and feature development from conception to delivery, and play a pivotal role in evolving our digital services.

Your work will not only enhance customer satisfaction but also contribute to the strategic growth and efficiency of our entire organization.

What You’ll Do

Lead product and feature development and prioritization for an agile team within the digital services initiative.

Drive program initiatives and contribute to shaping governance and other program improvements.

Plan, execute, monitor, track, manage risks and issues, and report on projects using traditional and Agile development processes and techniques.

Track and communicate team velocity and sprint/release progress to all affected teams and management using Agile estimating techniques.

Serve as the business and project management leader for one or multiple agile teams.

Lead, arrange, and facilitate all Agile ceremonies, including Stand-ups, Reviews, Retrospectives, Grooming, and Sprint and Release planning.

Analyze business requirements to develop and define high-level epics and stories, creating a prioritized Product Backlog.

Write clear, concise, and easy-to-understand user stories driven by the voice of the customer (VOC) and focused on delivering business value.

Identify related user stories and epics, grouping them into themes and documenting interrelationships and associated business process flows.

Ensure daily task status and hours are updated by the team on Agile tracking systems to maintain transparency on product and sprint backlogs.

Develop and maintain project plans, resource utilization schedules, and budget materials.

Conduct research and analysis to determine business trends, forecasts, and benchmarking with industry peers related to web, mobile, and application use and development.

Develop business and technical requirements for key projects and process changes associated with the redesign of digital channels.

Conduct testing associated with changes to business processes and systems, including developing detailed test plans and cases, executing testing, documenting findings, and working with business and technical staff to resolve identified issues.

Support a customer-centric culture, focusing on meeting the needs of external and internal stakeholders.

Establish work plans, schedule and administer meetings, assign and track tasks, manage human resources, develop status reports, and monitor budget and financials.

Initiate and implement program improvements across governance and intake processes.

What You’ll Bring

Must-Have Qualifications

Work experience with agile project management or customer experience management.

Proficiency with Microsoft Office applications, including Excel.

Proven experience managing an agile product development team as a Product Owner.

Knowledge of customer operations within a large organization.

Previous management experience (employees or contractors).

Experience with Scaled Agile methodologies and/or transformation.

Experience with Web Accessibility guidelines and compliance.

Proven ability to manage multiple assignments and changing priorities.

Excellent oral and written communication skills.

Bachelor’s Degree.

Nice-to-Have Qualifications

Vendor Management experience.

Experience with various internal and customer-facing computer systems.

Knowledge of customer operations business, rules, and regulations.

Experience in producing formal presentations and documentation for executive and regulatory share out.

About Skill

Skill connects the best professional, IT, engineering, financial and administrative talent with the world’s biggest brands. Our eligible talent get access to benefits such as health benefit contributions, retirement plans with match and flexible spending accounts.

Skill is an equal-opportunity employer. We evaluate qualified applicants without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

We’re about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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