Customer Experience Product Owner

Georgia, USA

Who We Are

Bakkt unlocks the $1.2+ trillion of digital assets that is currently held in cryptocurrencies, rewards and loyalty points, gaming assets and merchant stored value. We began in 2018 with the vision to bring trust and transparency to digital assets. Through the Bakkt Warehouse and Bakkt Bitcoin Futures and Options contracts, we serve institutional clients in an end-to-end regulated market with true price transparency. For consumers, Bakkt aggregates digital assets to enable instant liquidity and to empower users to trade, transfer and pay however they want. Merchants within the Bakkt ecosystem see a lower cost of payment acceptance, enhanced customer engagement, and decreased loyalty through a variety of redemption options.

As the Customer Experience Product Owner, you’ll prioritize, define, and support the work of the agile team responsible for building and improving Bakkt’s consumer applications.

Responsibilities

  • Develop working relationships with cross-functional product teams to add new capabilities and continuously improve the quality of Bakkt’s consumer apps
  • Synthesize feedback from multiple inputs — product leadership, customer support, app store reviews, user testing, etc. — to define new product requirements
  • Establish and report on KPIs for the Bakkt customer experience and its evolving feature set
  • Write detailed user stories with acceptance criteria and technical specifications
  • Work hands-on with UX/UI designers to create developer-ready design assets and specs
  • Work with developers to groom and size stories prior to team commitment
  • Prioritize the team backlog to maximize user value and quality, and minimize technical debt
  • Provide hands-on support of the development team, escalating issues across teams and with platform vendors and marketplace partners
  • Perform root cause analysis when necessary to resolve issues affecting the customer experience
  • Approve all delivered work from the CX development team for release
  • Coordinate app store submissions and website releases
  • Maintain the Bakkt app and website release schedules and their alignment to the larger company-wide product roadmap, represent team’s delivery status in company program reviews

Requirements

  • 5+ years leading agile teams to deliver mobile apps for iOS and Android
  • Specific experience with banking, investing and/or e-commerce application development
  • Experience coordinating work of remote and co-located teams
  • Crypto currency experience a strong plus