Product Owner

HomeServe USA is building an AI-powered virtual assistant experience through the Sierra AI platform, and this Product Owner role helps lead the product lifecycle end to end. Based onsite in Norwalk, CT, you will drive continuous improvements to “Charlie” across voice and chat workflows, with a clear focus on automation value, measurable ROI, and customer outcomes.

What you’ll do

• Own the product vision and strategy for Charlie, from opportunity identification and planning through prioritization, solution design, development, and ongoing maintenance aligned to organizational goals and user needs.
• Analyze contact-center call drivers to identify automation opportunities and prioritize high-volume, high-value use cases for the Charlie roadmap.
• Partner with stakeholders across Automation, Contact Center, and Compliance to surface pain points and ensure Charlie capabilities meet stakeholder and customer needs.
• Review conversation transcripts, containment/deflection data, and customer feedback, then incorporate findings into the Charlie backlog.
• Work with Finance and business owners to quantify and track ROI for each automation (for example: call-volume deflection and cost-per-call savings) and prioritize resources for maximum return.
• Participate in key Agile routines including Sierra Office Hours, Customer Sprint Planning and Review, daily stand-ups (DSU), and Program Increment (PI) planning and solution demos.
• Author and review user stories, acceptance criteria, and High-Level Design (HLD) documents in alignment with business vision and HomeServe Enterprise Solution Architecture standards.
• Manage dependencies and feature prioritization across teams and platforms, including Sierra AI, Mulesoft ESB, SAS/Payment Gateway, and contact-center teams.
• Oversee conversational-AI and integration design across Sierra AI, Mulesoft ESB, SAS / Payment Gateway / core APIs to support sustainable, standards-aligned product development.
• Use a fit-to-standard approach to limit customizations, manage technical debt, and protect architectural runway.
• Collaborate on non-functional requirements (latency, containment, ID&V/authentication accuracy, API reliability) that affect Charlie performance and customer satisfaction.
• Coordinate with IT and Security on OAuth 2.0, TLS, and ID&V to support product quality, data protection, and compliance (including SOX and marketing-preference/DNC compliance).
• Track and share performance insights using real-time metrics such as containment, deflection, cost-savings, and customer satisfaction.
• Maintain product documentation, user guides, and training materials, and contribute to organizational learning and knowledge sharing.

What you bring

• Bachelor’s degree in computer science, Information Systems, Business, or a related field.
• 5–7 years of product management (or equivalent), ideally leading Agile delivery; experience with conversational AI, contact-center automation, or customer self-service platforms is strongly preferred.
• Preferred: Product Management certifications such as SAFe, POPM, CSPO, or CPO.
• Strong command of SAFe and Lean-Agile principles to operate effectively in a complex, multi-technology environment.
• Proficiency in Agile methodologies including Scrum, Kanban, and SAFe, with hands-on use of tools like Jira and Confluence.
• Working knowledge of integration patterns and middleware concepts (including Mulesoft ESB and APIs).
• Familiarity with value stream mapping and process optimization to enhance customer value and operational efficiency.
• Comfort with contact-center metrics (containment, deflection, cost-per-call) and product cost accounting.
• Stakeholder management experience working with senior business and IT leaders (Automation, Contact Center, Solution Architecture) to influence strategy.
• Demonstrated leadership: building, mentoring, and motivating high-performing product teams with a collaborative culture focused on growth and engagement.
• Strong communication and presentation skills, with the ability to explain complex ideas to executive leadership.

Success looks like

• Product adoption rates
• Automation containment/deflection rate (calls handled end-to-end by Charlie)
• Customer satisfaction (CSAT) for Charlie interactions
• Cost-to-serve / cost-per-call savings and ROI per automation
• Fit-to-standard versus customization ratio
• PI objectives achievement rate
• Team velocity and delivery predictability
• Sprint goal completion rate
• Requirements quality metrics
• Stakeholder satisfaction
• Team health indicators

Salary and bonus

• Norwalk, CT (onsite): $103,035.00 - $167,910.00 per year
• Bonus potential: up to 10%

Tools and platforms you’ll work with

• Sierra AI platform (Sierra AI), Mulesoft ESB, SAS, Payment Gateway, core APIs
• Jira, Confluence, OAuth 2.0, TLS, ID&V
• SOX-related compliance

Physical requirements

Regularly required to listen, talk, hear, and use hands/fingers to operate a computer and telephone. Occasionally to stand, walk, sit, reach, and lift up to 15 pounds. Vision requirements include close and distance vision and the ability to adjust focus. Noise level is usually low to moderate.