Product Owner

Voice Channel Product Owner

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.

We are CONNECTING HEALTH AND WEALTH. Come be part of remarkable.

How you can make a difference

We are looking for a passionate Voice Channel Product Owner to own the end-to-end voice experience at HealthEquity — from Intelligent Virtual Assistant (IVA) interactions through seamless escalation to contact center teammates. Qualified individuals will effectively partner with key stakeholders and technical teams to define, prioritize, and deliver a voice channel experience that meets the needs of our members and empowers our contact center teammates. As a product owner, you will be responsible for the full product lifecycle: roadmap strategy and execution, business-as-usual (BAU) maintenance, tech debt prioritization, and end-to-end requirements development — all in close partnership with the technical execution team.

What you'll be doing

• Create and maintain a Voice Channel product roadmap as a high-level, strategic visual summary that outlines the vision and direction for the channel over time, serving as both a strategic guide for stakeholders and a plan for execution.
• Elicit, analyze, and document business requirements; lead workshops, interviews, and process reviews to clarify objectives, scope, and success measure
• Own all requirements development end to end — from Product Requirements Documents (PRDs) to functional and technical/integration specifications — ensuring every work item entering the pipeline is clear, complete, and testable.
• Own the functional design for complex, voice channel products, balancing business needs with platform best practices and out-of-the-box (OOTB) capabilities
• Balance roadmap initiatives against BAU maintenance requests and tech debt, making transparent, well-reasoned prioritization decisions that reflect overall strategy and business objectives.
• Partner with engineering, QA, and platform teams — including external vendors responsible for technical execution on IVA/IVR systems — to provide oversight across the full delivery lifecycle, serving as the primary product point of contact for those vendor relationships, holding partners accountable to delivery commitments, and escalating risks proactively to keep work on track.
• Work as a conduit between the technical execution team and business stakeholders to propose product improvements, document solutions, and resolve issues and risks that arise — removing logjams as necessary to ensure speedy delivery.
• Provide frequent stakeholder communication to inform progress toward completion, achieve alignment on designs and solutions, and gain business and leadership signoff and approval.
• Create and prioritize product backlog items based on overall strategy and business objectives, with acceptance criteria defined for every work item, and map out project dependencies to inform the necessary sequence of development.
• Identify and drive continuous improvements to IVA containment rates, call routing accuracy, average handle time, and member satisfaction using call analytics, member feedback, and operational metrics.

What you will need to be successful

• 4+ years of experience as a Product Owner or Senior Business Analyst with demonstrated ownership of a complex technical product or platform.
• Experience in voice, IVR/IVA, or contact center technology product development.
• Proven ability to independently author high-quality PRDs and functional/technical requirements end to end.
• Strong backlog management skills with hands-on experience in Agile/Scrum delivery environments.
• Ability to manage expectations and collaborate with executives, senior leaders, front-end business SMEs, and cross-functional teams spanning multiple business functions.
• Strong business analysis skills with the ability to identify key gaps in process, investigate themes or issues, and strategically recommend solutions with often limited information.
• Excellent verbal communication skills, technical writing skills, and presentation/facilitation skills, with strong interpersonal skills required to perform the functions described.
• Experience with cloud contact center platforms (e.g., Cisco WxCC, Genesys, Amazon Connect, NICE CXone) is a plus.
• Experience using AI-enabled tools and platforms (e.g., Aha! AI Assistant, Microsoft Copilot, Salesforce AI capabilities) to generate, refine, and validate feature requirements, user stories, and acceptance criteria is required
• Knowledge of flexible spending accounts, health savings accounts, commuter benefits, or other consumer-directed benefits is a plus.
• Experience working with contact center platforms and vendors, including Parloa, Presidio, and AWS contractors, with the ability to collaborate effectively across voice and chat product domains is a plus
• Project Management or Program Management experience is preferred.

Salary Range

$96500.00 To $123000.00 / year

Benefits & Perks

The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:

• Medical, dental, and vision
• HSA contribution and match
• Dependent care FSA match
• Uncapped paid time off
• Paid parental leave
• 401(k) match
• Personal and healthcare financial literacy programs
• Ongoing education & tuition assistance
• Gym and fitness reimbursement
• Wellness program incentives

Onboarding & Travel

This is a remote role, with an in-person onboarding training component. New team members must participate in Trailhead, HealthEquity's immersive onboarding experience Trailhead is designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations.

This role may begin with a virtual, self-paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date.

HealthEquity is committed to providing reasonable accommodations to team members with qualifying disabilities. Should you be selected for this role and require an accommodation, we will put you in touch with our Benefits Team so you can begin the accommodation request process.

Why work with HealthEquity

HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more.

HealthEquity, Inc. is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity – you feel welcome and included. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity's applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.

HealthEquity uses Microsoft Copilot to transcribe screening interviews between candidates and their direct Talent Partner for note taking and interview summaries. By scheduling a screening interview with us, you consent to Microsoft Copilot's AI technology recording and transcribing your interview with your Talent Partner. This information will be reviewed for accuracy and then used by HealthEquity to summarize the interview, ensure accuracy, and facilitate our hiring process. We take privacy seriously. You have the option to opt out. If you wish to opt out of this Microsoft Copilot transcription, please notify your Talent Partner in advance of the interview. If we do not receive an opt-out request from you, we will assume that you consent to the use of Microsoft Copilot.

At HealthEquity, our goal is to save and improve lives by empowering healthcare consumers. This shared purpose inspires everything we do, including how we approach hiring. Our process is designed to get to know the real you: your skills, experiences, and potential to make a difference. We value honesty, originality, and the courage to do the right thing, even when it is not the easiest path. Showing up as your authentic self reflects these values and helps us build something truly remarkable together.

As AI is becoming a common tool throughout the application process, we want to be clear about its appropriate use at HealthEquity. Using AI to support resume writing, research, or interview preparation is perfectly acceptable, provided the content is accurate and genuinely represents your qualifications and