CRM Product Owner - 8980

Description and Requirements
Location: Must live within a commutable distance of the Tampa, FL, Cary, NC, Bridgewater, NJ, Warwick, RI, office
Once a month in office for meetings
Insight CoPilot Product Owner

• Serve as Product Owner for the core capabilities of the Agent Desktop (Salesforce - Lightning) system that supports MetLife Global Customer Service and Operations.
• Lead deep strategic vision and initiatives focused on leveraging Artificial Intelligence (AI) to enhance customer and Contact Center associate experiences, optimizing tools such as Co-Pilot, post-call wrap/import speech analytics, and tracking data utilization of Co-Pilot.
• Drive an advanced understanding of Salesforce CoPilot capabilities, ensuring alignment with business strategies and key performance indicators (KPIs) to achieve impactful outcomes.
• Architect and execute comprehensive Artificial Intelligence (AI) strategies that translate to achieving crucial KPIs (e.g., AHT) and other Objective Key Results (OKRs), drawing valuable insights to facilitate informed decision-making and next steps.
• Oversee and guide the progression of CRM (Salesforce - Lightning) product stories throughout sprints and iterations, proactively resolving issues and removing blockers to ensure smooth development.
• Formulate and execute a strategic plan for the roll-out/release of new features and functionalities, defining, measuring, and reporting on product analytics, performance, and success metrics.
• Collaborate with Application Development to lead innovative discovery processes on new concepts, determining and refining business and customer value based on technical feasibility.
• Participate in cross-functional system demos, review UAT, ensure thorough post-production check-outs, and monitor/prioritize post-production issues.
• Actively engage with business owners and leaders to discuss strategic business initiatives, recommending cutting-edge AI technology solutions to support and propel those strategies forward.
• Cultivate and manage relationships with multiple stakeholders including Contact Center LOBs, Digital, Application Development, Risk/Security, and more, ensuring strategic alignment and collaboration.
• Structure and drive complex and dynamic projects, bringing clarity and definition to undefined or fluid initiatives.

Technical & Professional Skills Required

• Possess a Design Thinking Mindset: Expertise in developing Personas, Journey Maps, Story Maps, writing User Stories, and defining Acceptance Criteria.
• Advanced knowledge of Agile Methodologies; Agile Product Owner certification preferred.
• Experience with Agile and DevOps methodologies, including Backlog Grooming and Sprint Planning.
• Proficient in using Collaboration Tools including Miro, Azure DevOps, SharePoint, Microsoft Teams, Microsoft PowerPoint, and Microsoft Visio.
• Expert level knowledge of Salesforce Co-Pilot capabilities.
• Comprehensive understanding of the benefits of Co-Pilot for enhancing associate and customer satisfaction, boosting knowledge, reducing call misdirects, improving user experience, achieving cost savings, and decreasing average handle/call time.
• Ability to identify needed enhancements through metric analysis and quantify expected outcomes.
• Exceptional communication, organizational, and planning skills.
• Proven ability in Stakeholder Management.

Experience Required

• 3+ years' current experience working within a complex Salesforce - Lightning development environment
• 3+ years' current experience working on a Scrum and/or Agile team as Product Owner
• 3+ years' experience with creating documentation for communication with varied audiences
• 2+ years' experience working on complex development projects
• Location: Bridgewater, NJ; Cary, NC; Warwick, RI; or Tampa, FL

Experience Preferred

• 3+ years call center experience

The salary range for applicants for this position is $100,000 - $120,000.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2025 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2025 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
$100,000 - $120,000