Company Overview
Bridgestone Americas, Inc. (BSAM), headquartered in Nashville, Tennessee, and Bridgestone Europe, Middle East and Africa (BSEMEA), headquartered in Brussels, Belgium, operate collectively as a “Bridgestone West” strategic region. This region services the strategic business needs of teams across the Americas, Europe, Middle East and Africa. BSAM and BSEMEA are subsidiaries of Bridgestone Corporation, globally headquartered in Japan. Bridgestone and its subsidiaries develop, manufacture and market a wide range of Bridgestone, Firestone and associate brand products and solutions to address the needs of a broad range of customers and industries.
Job Category
Position Summary
We are unable to offer sponsorship for this role so if you are an applicant on an F1 visa or STEM or OPT or some other form of temporary employment authorization, we will not be able to consider your application for this role and your application will be declined.
Responsibilities
Product Ownership and Delivery
- Own and manage the voice support product backlog, ensuring alignment with business priorities and operational needs
- Write clear, actionable user stories and acceptance criteria
- Lead backlog refinement, sprint planning, and sprint reviews in partnership with other agile teams
- Ensure delivered features meet functional requirements and drive measurable outcomes
Voice Platform & Call Flow Management
- Enable capabilities and partner with Marketing teams:
- IVR (Interactive Voice Response) menus
- Call routing logic (store routing, overflow, after-hours handling)
- Queue configurations and skill-based routing
- Partner with engineering or directly configure within CCaaS platforms to implement improvements
- Continuously optimize call flows to improve customer and store experience
Operational Support & Incident Management
- Act as a key participant in voice-related incident response:
- Routing failures
- Call quality issues
- Platform outages
- Support triage and prioritization of issues impacting stores or customers
- Contribute to root cause analysis (RCA) and ensure fixes are translated into backlog improvements
- Help drive reductions in recurring incidents
Vendor Platform Coordination
- Serve as the day-to-day product liaison with CCaaS and external vendors
- Coordinate platform configurations, enhancements, and issue resolution
- Monitor vendor performance against SLAs and escalate issues when needed
- Collaborate on feature enablement and platform optimization
Monitor and analyze voice performance metrics:
- Monitor and analyze voice performance metrics
- Identify trends and opportunities for improvement in
- Use data to drive backlog prioritization and feature enhancements
KEY SKILLS AND COMPETENCIES
- Strong experience in Agile/Scrum environments
- Strong execution and delivery focus
- Analytical thinking and data-driven decision making
- Ability to translate business needs into technical requirements
- Effective cross-functional communication
- Problem-solving under pressure, especially during incidents
- Continuous improvement mindset
Minimum Qualifications
- 3–5+ years of professional experience in Product Ownership, Business Analysis, or related roles
- 2+ years of experience working with voice, telephony, or contact center platforms
- Hands-on experience with Ring Central or to other CCaaS solutions
- Proven ability to write clear user stories and manage a prioritized backlog
- Solid understanding of:
- IVR design
- Call routing and queueing
- Customer interaction flows
- Session border controllers and their operation: Audiocodes
- SIP trunking, tagging, routing
- Voice quality of service mechanisms
- DID’s, their significance, ownership, and transfer process
- Use of packet captures to diagnose and troubleshoot voice issues
At Bridgestone, you are Free to Be
We believe people can only provide superior service and quality to others when they bring their whole self to work. We believe in championing all perspectives, individuals and teams because we understand the importance of seeing the world and our business through many different lenses. We are building a team as diverse as the world we serve. So, show us what you are made of, because who you are is what we need.
What we offer
At Bridgestone, what really matters is to foster co-creation opportunities and empowering you to be creative and curious to make mobility safer, more efficient, and more sustainable for future generations. Whatever role you fill, when you represent Bridgestone, you are a valued teammate, and part of our larger mission to “Serve Society with Superior Quality”, for that, we offer you more than just a competitive compensation; we will provide you:
- A supportive and engaging onboarding experience to ensure a smooth transition into our team.
- The opportunity to develop and grow, through training and regular mentorship.
- Corporate Social Responsibility activities.
- A truly global, dynamic and challenging work environment.
- Agility and work/life effectiveness and your long-term well-being.
- A diverse and inclusive team.
Bridgestone is proud to be an Equal Employment Opportunity employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.
Employment Eligibility
If hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.
Bridgestone se enorgullece de ser un empleador que ofrece igualdad de oportunidades de empleo/acción afirmativa. Es nuestra política considerar para el empleo a todas las personas independientemente de la edad, el color, la nacionalidad, el estado de ciudadanía, la discapacidad física o mental, la raza, la religión, el género, el sexo, la orientación sexual, la identidad o expresión de género, la información genética, el estado de veterano o cualquier otra característica protegida por las leyes federales, estatales o locales.
Elegibilidad laboral
Si se te contrata, se debe completar un Formulario I-9 de verificación de elegibilidad para el empleo al inicio del empleo. La autorización de trabajo temporal o la necesidad de patrocinio pueden descalificarte para el empleo.
