Circle K offers a comprehensive benefits package and development opportunities, including a group insurance program, pension plan, share purchase plan, paid time off, employee discounts, training and development opportunities, recognition and rewards programs, and mentorship and scholarship opportunities. This is an onsite role in Tempe, AZ.
The Product Owner for Self-Service Experience will lead the creation and delivery of a world class knowledge and self‑service ecosystem across websites, mobile app support, chatbot, and Salesforce Knowledge. You will drive roadmap execution, manage the backlog, and elevate content quality to improve both customer and employee experiences.
Responsibilities
- Translate jointly developed self‑service strategies into actionable product roadmaps, user stories, and backlog items.
- Own daily execution of the self‑service product roadmap, ensuring timely delivery of improvements across all channels.
- Manage sprint planning, backlog refinement, acceptance testing, and release validation in partnership with Digital and IT teams.
- Maintain strong alignment with Transformation leaders to ensure execution reflects global priorities.
- Monitor performance metrics such as search success, deflection, article helpfulness, and chatbot accuracy to drive solution efficacy.
- Identify pain points, content gaps, and opportunities that improve customer and employee experience.
- Optimize content architecture, taxonomy, metadata, and search relevancy across knowledge platforms.
- Ensure content quality, consistency, and accuracy through structured review processes and quality audits.
- Guide the structure and presentation of knowledge across Salesforce Knowledge, help centers, mobile support, and internal content.
- Support chatbot and virtual assistant capabilities by managing intents, FAQs, flows, and content updates.
- Conduct regular QA of chatbot and knowledge interactions and partner with SMEs to ensure correctness.
- Partner with Transformation, Operations, Digital Product, IT, and SMEs to execute roadmap items and support new initiatives.
- Provide requirements, documentation, content guidance, and release readiness support.
- Participate in strategic planning as an execution owner and subject‑matter contributor.
- Use analytics, VOC, and agent/customer feedback to influence prioritization and validate enhancements.
- Represent customer needs in refinement sessions, release planning, and cross‑functional reviews.
Requirements
- Bachelor’s degree in Business, Information Management, Communications, UX, or a related field preferred.
- 3–5+ years in product ownership, content strategy, self‑service experience design, digital product management, or similar roles.
- Experience with CRM or knowledge platforms, with Salesforce Knowledge strongly preferred.
- Familiarity with chatbot content tools, CMS platforms, search optimization, and digital support ecosystems.
- Understanding of metadata, taxonomy, and content architecture principles.
- Strong product mindset and ability to translate strategy into actionable delivery plans.
- Excellent communication skills and ability to work with diverse stakeholders.
- Analytical abilities with comfort interpreting self‑service performance metrics.
- Strong writing and structuring skills for digital knowledge content.
- Highly organized with the ability to manage multiple initiatives simultaneously.
- Passion for digital experience, automation, and continuous improvement.
Technologies
- Salesforce Knowledge
- CRM systems
- CMS platforms
Benefits
- Group insurance program
- Pension plan
- Share purchase plan
- Paid time off
- Employee discounts
- Training and development opportunities
- Recognition and rewards programs
- Mentorship and scholarship opportunities
Join Our Team
At Circle K and Couche‑Tard, the mission is to make customers’ lives a little easier every day. As the company grows its global footprint and enhances digital service experiences, it relies on intuitive, high‑quality self‑service solutions.
If you are driven to improve customer experience, enable easy access to information, and help shape the evolution of modern support channels, this is a role to grow your career with us.
Interested?
We would love to hear from you. Visit our careers page to apply and take the next step toward an impactful role serving customers around the world.
