US_West | Project Leader_L2

Product Owner

Product Owner Key Requirements

• Strong Product Owner experience.
• Domain experience in Cards and/or Contact Center environments.
• Strong experience managing product vision, roadmaps, backlogs, user stories, and Agile delivery.
• Excellent stakeholder management and cross-functional collaboration skills.

Senior Product Owner Transform

The Senior Product Owner will support multiple platforms and customer engagement channels, including:

• Salesforce
• Pega
• IVR
• Chat
• Secure Messaging
• Digital platforms

Experience in one or more of these areas is strongly preferred.

Additional preferred experience:

• Experience deploying Generative AI solutions.
• Experience with custom Large Language Models (LLMs).
• Familiarity with AWS, Salesforce, and/or Pega out-of-the-box AI/GenAI solutions.

Fraud Digital Product Experience

For candidates supporting Fraud Digital initiatives, preferred experience includes:

• Web and mobile application experience.
• Fraud process experience, including:
  • Merchant disputes
  • Fraud cases
  • Digital fraud workflows and customer journeys

Product Vision & Strategy

• Define and communicate the product vision, goals, and roadmap in alignment with business strategy.
• Collaborate with business leaders, customers, and subject matter experts to identify opportunities and prioritize initiatives.
• Drive product decisions based on customer needs, market trends, and business value.
• Ensure product objectives remain aligned with broader organizational goals.

Backlog Management

• Own and manage the product backlog, ensuring items are prioritized based on business value, risk, dependencies, and delivery needs.
• Create, refine, and maintain user stories with clear acceptance criteria.
• Continuously evaluate and reprioritize backlog items to maximize product outcomes.
• Define and communicate sprint priorities to development teams.

Agile Delivery

• Serve as the primary point of contact for Scrum teams regarding product requirements and priorities.
• Participate actively in sprint planning, backlog refinement, sprint reviews, and retrospectives.
• Clarify business requirements and remove ambiguities for delivery teams.
• Review completed work and accept or reject deliverables based on predefined acceptance criteria.
• Partner closely with engineering, design, architecture, QA, and business teams throughout the delivery lifecycle.

Stakeholder Management

• Engage regularly with business stakeholders, customers, product teams, and technology partners.
• Gather feedback and translate business needs into actionable product enhancements.
• Communicate product progress, risks, dependencies, and performance to senior leadership.
• Facilitate alignment and decision-making across cross-functional teams.
• Manage competing priorities while maintaining focus on business and customer outcomes.

Product Performance & Customer Experience

• Define and track key product KPIs, success metrics, and business outcomes.
• Analyze customer feedback, product usage data, and performance metrics to identify improvement opportunities.
• Identify opportunities for product innovation, optimization, and process enhancement.
• Champion customer-centric design principles and user experience best practices.
• Continuously evaluate product performance and recommend improvements based on measurable results.

All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.