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The Product Owner, Digital Operations & Support is responsible for providing leadership, technical guidance, and advanced support for PGA TOUR’s Digital Products across a variety of Digital platforms. Serves as a mentor and is responsible for working with the Digital team to monitor, troubleshoot and analyze the performance of PGA TOUR digital platforms.
QUALIFICATIONS
- BA or BS degree in Computer Science or Management Information Systems.
- Minimum 4 years of related experience
- Experience with project management methodologies such as Agile or other project management practices used in iterative development environments is preferred.
- Understanding and regular use of digital products for platforms such as websites, mobile phones, and tablets.
- Effective communication and collaboration skills. Ability to work nights and weekends. Knowledge of the PGA TOUR and the game of golf is helpful, but not required.
RESPONSIBILITIES/DUTIES
- Provide leadership, and guidance and serve as an escalation level and point person for Digital Operation Analysts on the team
- Provide technical guidance to business partners, as well as advanced support for PGA TOUR’s Digital Products across a variety of Digital platforms
- Work with leadership to oversee the development, onboarding, cross-training and overall skill development of new team members
- Lead all Critical Severity Problems and incidents to resolution by working with appropriate vendor/PGA TOUR partners.
- Collaborate with Project Managers and vendor teams to perform testing and ensure the quality of new Digital Product launches, feature enhancements, and bug fixes across all digital platforms
- Develop digital assets and web/app pages utilizing programming languages such as HTML, CSS, JS and data feed formats such as XML, JSON
- Provide Operations Support for all AEM Deployments
- Analyze and report on the performance and health of all Digital Platforms and related infrastructure through monitoring utilizing a variety of tools including but not limited to AWS CloudFront & CloudWatch, AWS S3 Configurations, New Relic, Adobe Managed Services
- Create knowledge articles and other digital support documentation (e.g. process, troubleshooting guides, architectural diagrams, etc.) for PGA TOUR’s Digital Operations
- Own, track, and monitor problems/incidents/requests to ensure timely resolution and quality services based upon service level agreements and key performance indicators
- Coordinate all types of tickets establishing severity levels and ensure timely communication / facilitation / escalation of data, feeds and knowledge flow through problem management processes.
- Facilitate and/or collaborate with vendor partners, product managers and technical teams to troubleshoot problems and incidents, resolve issues quickly and provide root-cause analysis to business partners and other technical teams
- Monitor PGA TOUR Digital websites and Mobile Apps ongoing to identify and resolve issues with product content and live scoring accuracy across all PGA TOUR Digital Platforms.
- Triage incoming tickets and route them appropriately and prepare Weekly Incident Review documentation.
- Participate in weekly Sprint Management and Product Planning meetings
- Special projects or other duties as assigned.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
