Product Owner

Description

Ready to reimagine how millions of customers get help fast? Join us to lead two high-energy, high-impact agile squads building/enhancing AI-backed voice and digital self-service experiences that simplify and automate customer experiences across Claims and Service journeys, lower cost-to-serve, and provide top tier customer service.

 

What makes this role exciting

• Big, meaningful impact: You’ll shape end-to-end experiences across Claims, Billing, Finance, and Service at scale.
• Modern tech + real-world outcomes: AI voice bots, smart routing, right-channeling to text, digital adoption and measurable results like higher containment, faster resolutions, and reduced handle time.
• Two squads, one mission: Get the opportunity to lead multiple squads focused on similar tech but work with a diverse set of stakeholders across the organization
• Complex problems, elegant solutions: From hurricane event scalability to same-call task completion, you’ll turn data, design, and operations into customer wins.

 

What you’ll own

• Product strategy and outcomes
• Define and socialize a clear vision, roadmap, and OKRs for IVR and cross-channel self-service across Claims, Billing, Finance, and Service.
• Champion right-channeling and digital adoption to meet customers where they are voice, text, and app.
• Delivery and prioritization
• Own and prioritize backlogs for two agile squads; write crisp epics, features, and stories with clear acceptance criteria.
• Lead discovery, experimentation, innovation, and A/B tests to prove value before we scale.
• Data-driven personalization and routing
• Partner with Data Science, Analytics, Architecture, and Ops to use customer and Claims datasets for advanced call routing that balances cost-to-serve with same-call completion.
• Leverage interaction history to personalize self-service or escalate context to agents when it matters.
• Operational excellence
• Build event resiliency to keep call centers operating and customers automatically and seamlessly supported during surges.  This is when they need us most.
• Integrate agent assist/context alignment so reps start every call with the right info and finish faster.
• Stakeholder leadership
• Align strategy and delivery across UX, Ops, Tech, Data, Finance, and more; turn complexity into coordinated action.
• Communicate progress, insights, and results clearly and often tailored to executives, partners, and front-line teams.

 

Who you are

• A strategic product leader who loves complex service ecosystems and can translate ambiguity into a crisp plan.
• A critical thinker with a bias for action hypothesis-first, data-powered, experiment-driven.
• A relationship builder who can align execs, engineers, analysts, designers, and operations around shared outcomes.
• A clear, compelling communicator who inspires confidence and momentum.

 

What you bring

• 7+ years in product ownership/management, service operations, or contact center transformation (claims experience strongly preferred)
• Proven process improvement expertise; Six Sigma Green/Black Belt or equivalent experience
• Leadership/people management or significant cross-functional leadership experience
• Project/program management; strong backlog management and delivery discipline in Agile environments
• Advanced education in operational leadership, operations/industrial engineering, service design, or business (MBA or similar a plus)
• Hands-on experience with IVR/voice bots, right-channeling, or contact center optimization; familiarity with conversational AI/NLU a plus
• Strong data literacy: funnel analytics, A/B testing, routing performance metrics, containment, AHT, FCR, cost-to-serve
• Exceptional stakeholder management and communication skills across technical and non-technical audiences

 

You’ll partner closely with

• Insights & Solutions Process; Insights & Solutions Analytics & Workforce Management; Insights & Solutions Channel Operations
• Customer Experience Research & Design
• Claims Front Line Operations; Claims Service Center; Claims Technology
• Service Technology; Customer Response Center; Service Solutions Platforms
• IT
• Data Office; Data Science; USRM Strategy
• Finance
• Innovation Groups

 

How you’ll know you’re winning

• Rising self-service containment and digital adoption
• Faster cycle times and lower AHT with improved first-contact resolution
• Smarter routing that lifts same-call completion