Sr Associate Product Owner

This position will provide oversight of our Field Technical Support Desk vendor to ensure consistent superior service to our advisor and field personnel. This resource will oversee critical programs to ensure ongoing metrics and quality standards are met while working to continuously enhance the overall experience.

Key Responsibilities

We are seeking a highly organized and proactive individual to oversee a vendor’s day-to-day operations of our Field Technology Support Desk. This role ensures smooth functioning of support services and drives operational excellence to deliver outstanding customer experiences for our advisors and their staff. Additional responsibilities include:

• Manage day-to-day operations of the overall Field Technology Support Desk service.

• Serve as the primary point of escalation for complex or urgent issues.

• Track and report on SLAs, response times, future volume forecasts and resolution metrics.

• Develop and maintain reporting to identify trends and recommend improvements.

• Maintain and update documentation, FAQs, and knowledge base resources.

• Identify trends and drive a continuous improvement agenda focusing on measurable outcomes including creating and executing project plans.

• Represent the support team in cross-functional meetings, providing guidance and expertise on field technical service needs.

 

Required Qualifications

• Bachelor's degree or equivalent years of experience.

• 3-5 years relevant experience required.

• Post-secondary education and relevant work experience may be interchanged to meet the combined total years of minimum required qualifications for education and experience.

• Proven project management experience.

• Excellent interpersonal and verbal communication skills to effectively gather information and disseminate facts and recommendations.

• Proven ability to gather and analyze data, write requirements, and develop fact-based conclusions and recommendations.

• Proven experience in understanding technology as it relates to the business.

• Strong effective working relationships with varying levels of employees and leadership with proven ability influence improvements and efficiencies to work processes.

• Demonstrated enthusiasm and curiosity for digging in deeper and learning and developing creative solutions.

• Ability to extract and manipulate large datasets, create and analyze PivotTables, and apply data transformation techniques to identify trends and generate actionable insights.

Preferred Qualifications

• Call center management experience.

• SharePoint development.

• ServiceNow reporting analysis and dashboard creation.

About Our Company
We’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of 2024. With our team of more than 20,000 people in 20 countries, we advise, manage and protect assets and income of more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses - Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.

The estimated base salary for this role is $80,100 - $108,000 a year. We have a pay-for-performance compensation philosophy. Your initial total compensation may vary based on job-related knowledge, skills, experience, and geographical work location. In addition, most of our roles are eligible for variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role. We also have a competitive and comprehensive benefits program that supports all aspects of your health and well-being, including but not limited to vacation time, sick time, 401(k), and health, dental and life insurances.Full timeExemptBusiness Support & OperationsTECH Technology