Product Owner for HealthEquity's Voice Channel owns the end-to-end voice experience and guides the full product lifecycle in partnership with engineering teams and external vendors.
Responsibilities
- Create and maintain a Voice Channel product roadmap as a high-level, strategic visual summary that communicates the vision and direction over time, guiding stakeholders and outlining execution plans.
- Elicit, analyze, and document business requirements; lead workshops, interviews, and process reviews to clarify objectives, scope, and success metrics.
- Own requirements development end to end—from PRDs to functional and technical/integration specifications—ensuring each work item 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 capabilities.
- Balance roadmap initiatives with BAU maintenance requests and tech debt, making transparent, well-reasoned prioritization decisions aligned to strategy and objectives.
- Partner with engineering, QA, platform teams, and external IVA/IVR vendors to oversee delivery across the full lifecycle, serving as the primary product contact and ensuring commitments are met.
- Act as a conduit between the technical team and business stakeholders to propose improvements, document solutions, and resolve issues and risks to maintain momentum.
- Provide regular stakeholder updates to maintain alignment on designs and solutions and secure leadership signoff.
- Create and prioritize product backlog items with clear acceptance criteria, and map project dependencies to inform development sequencing.
- Identify and drive ongoing improvements to IVA containment, call routing accuracy, average handle time, and member satisfaction using analytics and feedback.
Requirements
- 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 end-to-end functional and technical requirements.
- Strong backlog management skills with hands-on experience in Agile/Scrum delivery.
- Ability to manage expectations and collaborate with executives, senior leaders, front-end business SMEs, and cross-functional teams across multiple business functions.
- Strong business analysis skills with the ability to identify gaps, investigate themes, and recommend solutions often with limited information.
- Excellent verbal communication, technical writing, and presentation skills, with strong interpersonal abilities for the described functions.
- 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 (e.g., Parloa, Presidio, AWS contractors) with ability to collaborate across voice and chat product domains is a plus.
- Project Management or Program Management experience is preferred.
Technologies
- Cisco WxCC
- Genesys
- Amazon Connect
- NICE CXone
- Parloa
- Presidio
- AWS
- Aha! AI Assistant
- Microsoft Copilot
- Salesforce AI capabilities
- Trailhead
Benefits
- Medical, dental, and vision coverage
- 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 and tuition assistance
- Gym and fitness reimbursement
- Wellness program incentives
Salary
USD 96,500 - 123,000 per year
Onboarding & Travel
- Remote role with an in-person onboarding training component.
- New teammates participate in Trailhead, HealthEquity’s immersive onboarding program.
- Trailhead participation is a key expectation; onboarding includes a quarterly onsite session at headquarters, with travel and accommodations covered.
- Initial onboarding may be virtual and self-paced, followed by a mandatory onsite Trailhead session later.
- HealthEquity provides reasonable accommodations for qualifying disabilities, with accommodations coordinated by the Benefits Team.
Why Work With HealthEquity
HealthEquity aims to make HSAs as common as retirement accounts by 2030, connecting health and wealth for American families, while fostering a work environment that values people over titles.
You Belong at HealthEquity
HealthEquity is an equal opportunity employer and is committed to inclusive hiring regardless of race, age, color, religion, sex, sexual orientation, gender identity, national origin, disability status, veteran status, or other protected characteristics. HealthEquity maintains a drug-free workplace.
Microsoft Copilot Transcription
HealthEquity uses Microsoft Copilot to transcribe screening interviews for notes and summaries. By scheduling a screening interview, you consent to Copilot recording and transcribing your interview to aid accuracy and hiring processes.
Privacy
Privacy information is available at HealthEquity Privacy.
