Unit Manager - Technology Services

Description and Requirements
2025-03-048
Serve as Product Owner Salesforce Email (Insight Connect) and Agent Desktop (Salesforce Insight) that supports MetLife Global Customer Service and Operations. Agility to keep himself updated with relevant technologies and can implement the same to decrease costs, increase performance and positively affect the bottom line . Responsible for understanding customer requirements, designing and routing strategies, and integrating call flows.
1. Deep understanding and experience with Email and Case Management, Metrics for Case Management
2. Build, integrate, and enhance product roadmap by prioritizing epics, features and stories in the backlog that execute the strategic vision.
3. Experience with both Salesforce Classic and Lightning preferred
4. Deep understanding of Salesforce CoPilot capabilities
5. Deep understanding and experience with Artificial Intelligence (AI) in terms of customer and Contact Center associate experience (e.g. knowledge of co-pilot, Next Best Action, automation driven based upon intent, knowledge driven based upon intent, call summarization, post call wrap/import speech analytics for post call wrap , tracking utilization of Co-Pilot)
6. Experience building out and executing Artificial Intelligence (AI) strategies that translates to achieving KPIs (e.g. AHT, etc.) and other OKRs that are important to stakeholders. Draw insights and present results clearly to facilitate sound decision-making on next steps.
7. Engage business owners and leaders in conversations about their business strategies and recommend Artificial Intelligence (AI) technology solutions to support those strategies.
8. Monitor development of product stories during sprints and iterations, escalate issues and remove blockers.
9. Establish plan for roll-out / release of new features and functionality and define, measure and report on product analytics, performance, and success.
10. Partner with Application Development to lead discovery on new concepts, including determining and refining business value, and customer value based upon technical feasibility.
11. Take part in cross functional system demos, review UAT, ensure post-production check out is completed and monitor/prioritize post-production issues.
12. Build and manage relationships across several stakeholders, including Contact Center LOBs, Digital, Application Development, Risk/Security, etc.
13. Ability to put structure around complex projects that maybe undefined or fluid in nature.
14. Subject matter expert in Salesforce profiles, roles and permissions
15. Subject matter expert in Salesforce reporting
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, 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!
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