Consumer Care Technology Advisor

Employer
AARP
Location
Lakewood, California
Posted
Jul 31, 2022
Closes
Aug 30, 2022
Ref
3167
Function
Other
Industry
Nonprofit
Hours
Full Time
Overview

AARP is the nation's largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence and nearly 38 million members, AARP strengthens communities and advocates for what matters most to families: health security, financial stability and personal fulfillment. AARP also produces the nation's largest circulation publications: AARP The Magazine and AARP Bulletin.

AARP's Integrated Communications and Marketing (ICM) Group includes Membership, Content and Editorial, Customer Experience, External Relations, Brand Strategy and Strategic Communications. Across paid, earned, shared and owned channels, ICM manages AARP's reputation, drives engagement and member growth, and showcases AARP's mission and value through one, integrated voice.

The Consumer Care Technology Advisor engages in the administration of existing business applications, legacy systems, databases, and web interfaces to meet new and emerging business unit/department needs. Acts as a business liaison with technology and vendors to help facilitate and translate business needs into functional requirements and participates in application implementation and development projects. The Advisor also collaborates with management to identify opportunities to streamline technology processes and develop new procedures that support the business unit/department.

Responsibilities

  • Working with internal stakeholders, ITS and external vendors, drive backlog prioritization and release schedules for system-related work (defects, enhancements, and new implementations) for assigned applications/systems/processes.
  • Define and translate strategic business ideas into technical requirements with actionable, digestible user stories and acceptance criteria ensuring all organizational, regulatory and strategic compliance requirements and objectives are met.
  • Manage technical projects and supporting documentation, track progress towards milestones, and keep tabs on all the moving parts of agile planning and development cycles
  • Be able to lead in a fast-paced agile environment.
  • Plan, manage, execute, review, triage, and prioritize defects for user testing of applications, systems and/or process changes/upgrades at key phases of development. Maintain robust set of user regression test cases. Sign off on User Testing and certify release/upgrade is ready for production.
  • Coordinates with internal and external agents, managers and support staff to review, analyze and resolve system outages, system errors, reporting and workflow issues.
  • Evangelize security within Member Communications and be an advocate for member trust. Includes the following focused areas: Lead security compliance efforts (e.g., PCI and Third-Party Audits).
  • Engages in the administration of existing business applications, legacy systems, databases, and web interfaces to meet new and emerging business unit/department needs.

Qualifications

  • Bachelor's degree or equivalent work experience and 8+ years operation experience within a contact center.
  • Demonstrated ability to direct and manage quality reviews and quality control monitoring for large, complex business and technology programs.
  • Must be an entrepreneurial, self-starter who possesses excellent time management skills and the ability to manage multiple implementation/project simultaneously.
  • Ability to work efficiently as an individual contributor and a member of a cross-functional team.
  • Strong technical call center skills including knowledge of, ACD, CTI, IVR and CRM solutions. Salesforce solutions preferred.
  • Strong project management skills.
  • Excellent verbal and written communications skills, with experience working in agile development environment preferred.
  • Ability to travel up to 25% of the time as required.
  • Must be available to work outside of normal hours, evenings and/or weekends as required to support contact center operations and system releases.
  • In-office/open office environment with the ability to work effectively surrounded by moderate noise.

Flexible Work Arrangement (FWA)

AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Remote work and telecommuting can only be done within the United States and its territories.

Compensation and Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition; tuition reimbursement; among others.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.

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