Product Owner - CX Technology Product

Remote Product Owner role within the Customer Experience Support team, owning the strategy and roadmap for customer service technology across multiple platforms.

Responsibilities

• Own end-to-end product strategy and roadmap for the customer service technology suite spanning Salesforce Service Cloud, IVR platforms, Zigtree, Sprout, and Case Management.
• Set long-term technology vision for customer service, including evaluation of platform consolidation, build vs buy decisions, and emerging capabilities such as AI and automation.
• Act as the senior liaison between executive business stakeholders and technical teams to convert business strategy into a prioritized, cross-platform roadmap.
• Define and prioritize a unified product backlog across new capabilities, platform enhancements, and operational stability.
• Lead discovery and requirements gathering for new portfolio capabilities, ensuring integration readiness and scalability.

Requirements

• Bachelor’s degree in Business, Information Systems, Computer Science, or a related field; MBA is a plus.
• 10+ years of product management experience, including 5+ years leading customer service or contact center technology platforms.
• Proven experience driving enterprise-scale, multi-platform customer service technology transformations.
• Deep understanding of customer service operations, contact center technology, and omnichannel support models.
• Strong leadership skills, including building and managing product teams using agile methodologies.

Technology Focus

• Salesforce Service Cloud
• IVR platforms
• Zigtree
• Sprout
• Case Management
• AI and automation
• Agile methodologies

Benefits

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account
• Health Flexible Spending Account
• Dependent Care Flexible Spending Account
• Supplemental Life Insurance
• Short Term and Long Term Disability Insurance
• Business Travel Insurance
• 401(k) with Plus Match
• Weekly Pay

Location: Remote