Product Owner (Service Management Program)

Position Summary

Leads a delivery team as the business representative in executing the development of a product or service to meet the product vision and achieve customer outcomes. Guides product or service implementations and ensures the team is working on the right priority items to maximize business value. Acts as the first authority for decisions regarding priority, business value, and functionality for the work done by the delivery team.

This is a Product Owner role for the Service Management Program, supporting Case Management.

Demonstrated product management expertise in the CRM, CCaaS, and/or Customer Service space is strongly preferred. 

Candidates may also be considered for a Senior Product Owner (F14). Number of years and scope of experience will be used to determine the level. 

Duties and Responsibilities

• Engages with customers, users, stakeholders and customer experience experts to understand customer needs, opportunities and overall trends to ensure their most valuable outcomes are built into the backlog. 
• Utilizes customer and product data as well as input from product managers, stakeholders and team members to support product vision and key measures of product success.
• Oversees the end-to-end product lifecycle to achieve the product vision and deliver value to customers. Monitors and evaluates product progress at each stage of the development process and updates stakeholders on progress. 
• Ensures capabilities and features align to organizational strategies and outcomes, creates or co-creates a roadmap that aligns to the product vision. 
• Assists in breaking down large efforts into valuable product features that can fit into the team’s quarterly planning cycle and breaks down features into user stories to fill the team’s backlog. 
• Prioritizes the stories in the team’s backlog to maximize value to the customer and works with technical lead to balance operational work with strategic work to ensure a quality and supported product. 
• Actively participates in scrum meetings, product sprints and leads the sprint review for stakeholders and ensures the right context is provided and understood.

The first seven duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished. 

This position description in no way states or implies that these are the only duties to be performed by the incumbent. Employees are required to follow any other job-related instruction and to perform any other duties as requested by their supervisor, or as become clear. 

Duties and Responsibilities (cont'd if applicable)

Capabilities

Qualifications

Minimum Educational and Experience Requirements 

• Bachelor's degree in a related field required; or
• Associate degree in a related field plus two additional years of related experience required; or 
• High school diploma plus four additional years of related experience required. 

Additional Experience

• Two years of insurance/domain related experience required. 
• Strong product/service knowledge in domain area required. 
• Knowledge of product management methods required. 
• Prior experience in agile product ownership preferred. 
• Agile Product Management or Product Ownership certification (CSPO, ACSPO, PSPO, Certified SAFe Agile PO) preferred. 

Physical Requirements