Product Owner – CRM, WhatsApp, Omnichat

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Spearhead the development and enhancement of CRM operations through WhatsApp, incorporating Dito, Omnichat, and store functionalities.

• Ensure the successful implementation of technology, design of processes, team engagement, and achievement of commercial outcomes.

• Take ownership of the project from inception to scaling.

• Create and monitor timelines, milestones, stakeholders, and interdependencies.

• Oversee the backlog, assess risks, set priorities, and determine go/no-go criteria.

• Collaborate with CRM, IT, BI, Retail, Dito, and Omnichat teams.

• Supervise system integrations and ascertain functional requirements.

• Prepare for testing, user acceptance testing, and production environments.

• Coordinate the testing of workflows, queues, outbound communications, data, and measurement systems.

• Guarantee the technological preparedness of pilot stores.

• Develop workflows for customer service, customer assignment, campaigns, distribution, and customer transfers.

• Establish policies for queue management, capacity, and customer service SLAs.

• Design chatbot interaction flows and escalation protocols for human assistance.

• Organize usage guidelines and exception handling procedures.

• Develop a responsibility matrix that encompasses the PO, CRM, IT, store managers, and sales personnel.

• Define operational management and monitoring practices.

• Hold weekly meetings with stores and involved teams.

• Produce materials, processes, and training for store managers and sales staff.

• Track tool usage and adherence to processes.

• Tackle challenges related to adoption and enhancement requirements.

• Generate daily operational performance reports.

• Organize comparisons between pilot and control stores.

• Monitor contact volume, active customer counts, productivity, conversion rates, and revenue.

• Create a financial results matrix and evaluate incremental revenue.

• Oversee the pilot budget.

• Estimate platform, messaging, user, and infrastructure expenses for future expansion.

• Construct the business case and ROI analysis to facilitate scaling decisions.

• Identify opportunities for improvement based on pilot insights.

• Prioritize new customer journeys, automations, guidelines, and integrations.

• Maintain the roadmap for solution evolution.

• Recommend scaling, adjustments, or discontinuation of initiatives based on performance outcomes.

⛳️ Requirements

• Proven experience in Product Ownership and/or Project Management, particularly in technology implementation projects and workflow development.

• Strong proficiency in project management, encompassing timelines, backlogs, RACI matrices, risk assessments, dependencies, priorities, and delivery tracking.

• Experience in discovery, requirements gathering, and process/journey design, effectively linking business needs to technical solutions.

• Capability to manage multidisciplinary projects that involve Business, Technology, CRM, Data, Retail, and external vendors.

• Background in implementation, training, and change management, ensuring user engagement with new processes and tools.

• Advanced skills in Excel/Google Sheets and PowerPoint, capable of developing controls, analyses, reports, and executive presentations.

• Familiarity with KPIs, budgeting, and business cases, including cost tracking, performance monitoring, and ROI assessments.

• Understanding of Agile methodologies and project management tools.

• Experience in physical retail operations, CRM, WhatsApp Business/API, omnichannel customer service, or projects involving store teams is advantageous.

🏝️ Benefits

• All of our positions are also open to individuals with disabilities.

• Remote work.