Digital Process Owner

United States /
Keller Williams Realty International – Technology /
/ Remote
Keller Williams Realty, Inc. (KWRI)
Keller Williams Realty, Inc. is the foremost provider of real estate solutions, offering the most comprehensive end-to-end portfolio of products, services, and training in the industry.   KWRI is made up of a diverse team of more than 300 passionate professionals who are redefining the global real estate industry.  KWRI supports and innovates on behalf of over 180,000 Keller Williams real estate professionals around the world.  KWRI’s headquarters employs a diverse group of strategists, innovators, storytellers, and technologists who help transform the way agents market, sell, and interact with their clients.  KWRI’s on-site learning center and extensive Career Visioning program support the company’s emphasis on teamwork while allowing individuals with all backgrounds to explore and grow together.
Keller Williams Core Values ResponsibilityEvery member of the Keller Williams leadership team is responsible for leading and modeling diverse, equitable, and inclusive practices in the workplace relative to hiring, promoting, paying, and managing people. Leaders are expected to treat all people with civility, respect, and dignity and demonstrate the 10 core values that form our belief system.

You will organize digital projects for multiple stakeholders across the KWx environment. As a Digital Process Owner, you will provide valuable insights into the technology required to push projects across the finish line. You will make it easier to define a clear experience development plan and streamline all invested teams. This involves identifying projects, gathering and analyzing research, working with internal teams to meet collaborative release dates, and creating a cycle to maintain clean production environments and consistent improvement with released experiences. Your focus will be the customer experience and creating the systems and processes that support the entire digital and innovation process. You will quickly learn product knowledge, build training that strengthens other teams, and provide excellent customer service to those teams. You will iterate and improve these systems and processes as the digital innovation process evolves. 

Essential Duties and Responsibilities:

    • Identify project opportunities from existing backlogs, requests, or oncoming feedback
    • Guide the research process and record feedback and issues for digital experience projects
    • Analyze customer input to determine the features wanted and translate requests to the Product team.
    • Identify each stakeholder’s success statement and determine a timeframe to achieve it
    • Maintain correspondence as needed to ensure new functionality meets the satisfaction of each member of the agile team
    • Identify multiple use case ‘wins’ for each digital experience

Product Knowledge and Training:

    •  Be a subject matter expert on all assigned experiences
    • Provide insights to all agile teams to help them better achieve their goals
    • Understand the release cycle and know the upcoming functionality of product experiences before they are released
    • Identify rogue user experiences in advance and work with agile teams to resolve
    • Learn new enhancements quickly and be able to describe or demonstrate to users
    • Escalate and assist development teams with bug fixes or on the fly feature needs by explaining clearly and defining what the resolution should be
    • Create training to enable other teams to take over service of a product as it is released

Testing and Release Management:

    • Build user acceptance tests for each digital experience
    • Identify and prep acceptance testers for each project
    • Ensure they are providing feedback and insight into a project’s release
    • Gather project release consensus from all agile team members
    • Organize cleanup of testing environments
    • Document the continuing functionality of all digital experiences

Required Skills:

    • Bachelor’s degree (BA/BS) from a four-year college or university
    • 3+ years of experience in customer service
    • 3+ years' experience in creating or workshopping new products
    • Experience with Google Apps for Business and an intermediate knowledge of how a Google account operates and how a user would configure it. (ie. Client-Server, IMAP, POP3)
    • Able to interpret feedback and communicate it back
    • Demonstrated ability to provide verbal or written instructions in a clear and concise manner
    • Working knowledge of technology systems, applications and platforms
    • Proficient in the use of at least one project management software: Jira, AHA, Asana, etc.

Preferred Skills:

    • Experience leading Agile teams to success
    • Past tech training experience is a plus.
    • A self-starter, able to function independently with little direct supervision
    • Eager to learn new things and able to pick them up quickly
    • Team player, willing to jump in and work on items “outside” of their job
    • Ability to juggle multiple tasks without letting details fall through the cracks
    • Thrive in a fast-paced, constantly changing environment
KW is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. KW recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, national origin, genetics disability, age, veteran status, or other protected status as required by applicable law. All qualified applicants will receive consideration for employment.