Senior Product Owner - Customer Service

Company :

enGen

Job Description : 

JOB SUMMARY

The Senior Product Owner is responsible for leading and guiding a cross-functional team in the development and delivery of high-quality technology products. The ideal candidate will have a strong understanding of technology concepts and practices, agile methodology, product development, and the healthcare industry. They will be responsible for defining product vision, strategy, and roadmap, managing the product backlog, and ensuring successful product launches. They will also mentor other Product Owners, collaborate with stakeholders, and communicate product updates to leadership. This is a highly collaborative role requiring strong communication, negotiation, and leadership skills.

ESSENTIAL RESPONSIBILITIES

• Empower teams to manage their work by setting clear priorities and scope from the team backlog.  Make trade-offs and negotiate with stakeholders (e.g. Product Management, Program Management, business leaders, etc.) based on team capacity to determine the backlog.  Develop and maintain product delivery roadmap

• Collaborate with stakeholders such as external clients, product management, portfolio leaders, and others in the creation and communication of the product vision, strategy, and roadmap. Represent the product in mid-level governance meetings. Track and provide status to leadership.  

• Effectively navigate both Product Management and Product Ownership roles, collaborating with external customers and the internal product team.

• Utilize market trends and customer feedback provided by stakeholders to identify opportunities for product enhancements. Act as the voice of the user, understanding their needs and challenges to drive the iteration of existing product features in collaboration with UX.

• Drive the product development process, from concept to launch, ensuring high-quality deliverables. End to end ownership over the delivery of new features and improvements to existing features.  Key player in solution estimation

• Servant-Leader for a cross functional team or teams with a portfolio of several products. Ability to work with agile program and team metrics.  Empower team to manage their work by setting clear priorities and scope from the team backlog,

• Accountable for technology product value; comprehends and consults with business regarding their value realization

• Province guidance and mentorship to Product Owners 

• Incorporate stakeholder feedback when needed and clearly articulate team backlog items and acceptance criteria to the team. Communicate product updates, progress, and challenges to executive leadership and other relevant stakeholders.

• Prioritize and own the team backlog of the work to be performed.  This includes ensuring that the backlog remains sufficient to support optimal team allocation for multiple (3+) Sprints.  Proactively identify new initiatives/themes working with clients and product management.  Fully own resolution to backlog challenges including size (to support multiple Sprints), business priority alignment, and timely dispute resolution. 

• Clearly communicate business friendly release notes with operational Impacts and product issues to business stakeholders

• Accepts stories as “done” from the team, ensuring that the stories have been developed, tested, and meet the defined acceptance criteria.

• Responsible for accuracy of team data representing targeted outcomes; OKRs and KPI’s. Monitors and adds metrics to continuously provide stakeholders with an updated view of the product's success. 

• Other duties as assigned or requested.

EDUCATION

Required

• Bachelor's Degree in Business Administration, Engineering, or similar discipline

Substitutions

• None

Preferred

• None

EXPERIENCE

Required

• 5 years of Product Ownership, Strategic Consulting or Design Thinking OR Product Development & Management, Project/Program Management

Preferred

• 3 years of Agile delivery experience with a variety of methodologies

• Experience in Healthcare customer service platform
• Experience in Pega technology

LICENSES or CERTIFICATIONS

Required

• None

Preferred

• Agile certification from a known vendor (Scrum.org, SAFe, Scrum Alliance, etc.)

SKILLS