Product Owner, Ally Lending Customer Care & Experience

General informationCareer area Customer Care Work Location(s) 500 Woodward Avenue, Detroit, MI, 601 S. Tryon Street, Charlotte, NC Remote? No Ref # 21-7400 Posted Date Friday, October 22, 2021 Working time Full-time Ally and Your CareerAlly Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We live this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too? The OpportunityReporting to the Senior Director of Product of Customer Care and Experience, the Product Owner for Ally Lending Customer Care & Servicing will hold an important role and is responsible for leading efficiencies across lines of business and products to drive best in class customer experience.
Ally Lending is a high-growth, technology-based point-of-sale lending unit within Ally Financial. This position plays the critical role of translating Ally Lending’s customer service strategy into a meaningful product and platform roadmap. Through lean-agile prioritization, coordinated planning, and delivery, this Product Owner will enable the organization to deliver enterprise solutions that improve client and borrower experiences, drive profitable growth across segments, and actively handle credit and operational risk.
Additionally, the Product Owner will be a key player in the development of the overall insource servicing roadmap, along with leading the execution of that roadmap, developing the backlog, partnering with UX on designs, and coordinating efforts across scrum teams as features require. The Product Owner will also work closely with other Technology and Digital Product Owners to drive improvements to existing functionality and implement new functionality. The Product Owner will partner with other Ally business units including User Experience teams, Operations, Contact Center, Fraud, IT, and Project Management, and will be responsible for working with those teams through all steps of scrum lifecycle to accomplish business goals effectively and on schedule. The Work ItselfThis Product Owner will have responsibility for the entire product development and launch including:

• Strategy and Roadmap Development, socialization and concept/business case preparation
• Create new servicing experiences and features that will delight users, promote product growth and drive benefit to Ally.
• Building relationships and partnering with other areas within Ally to work collaboratively to deliver enhancements
• Define, create, refine and deliver the agile backlog for a dedicated Agile Team
• Partner with other product owners to coordinate and facilitate the release of enhancements, including beta testing
• Partnering and working with key stakeholders to develop and define feature roadmap, stories, and priority of mobile scope
• Partner with scrum team members including Scrum Master, Testers, Developers, and Designers to successfully complete sprints and deliver feature enhancements to customers
• Responsible for driving efficiencies within our messaging channel experience
• Own the implementation of highly visible user-facing features.
• Ensuring all regulatory and legal requirements, including PCI compliance, is met while creating and maintaining a positive and productive workplace.
• Understanding voice of the customers and creating countermeasures to address customer feedback.

The Skills You Bring

• 3 to 5 years of professional digital product management experience in the digital or financial services industry, with a focus on CRM (e.g. Salesforce) and/or telephony (e.g., IVR, Dialers, etc.)
• Experience with Agile methodology is desired but not required
• Candidate must be experienced managing the delivery of consumer financial services
• Candidate must have experience in working with technology teams and user experience teams in creating and delivering online services.
• Experience in consumer or merchant lending is a plus
• Effective communication across all levels of the organization and a spirit of building strong business and team relationships is essential.
• Well-organized and thorough approach; able to structure, analyze, and answer major business questions, balancing multiple requests and competing priorities
• Candidate must be highly adaptable and experienced working in a dynamic work environment
• Demonstrate the ability to influence conversations, representing the best experience for the product(s)
• Demonstrate the “One Ally” mindset
• Location: Charlotte preferred

How We'll Have Your BackAlly's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. But Ally’s total compensation – or total rewards – extends beyond your paycheck and is designed to support and enrich your personal and professional life, including:

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  Time Away: competitive holiday and flexible paid-time-off, including time off for volunteering and voting.
• Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan and 529 educational assistance programs, tuition reimbursement, and other financial well-being programs.
• Supporting your Health & Well-being: flexible health and insurance options including dental and vision, pre-tax Health Savings Account with employer contributions and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially.
• • Building a Family: adoption, surrogacy, and fertility support as well as parental and caregiver leave, back-up child and adult/elder day care program and childcare discounts.
  • Work-Life Integration: other benefits including LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.

  
  Who We Are:

  
  Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on "Doing it Right" and being a trusted financial-services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com.

  
  Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

  
  We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at work@ally.com. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.