Product Owner [SK-23443]

Hybrid — 2-3 Days Onsite in Union Square

S

eeking a high-performing

Product Owner / Product Manager

to drive feature development, system modernization, and operational execution for the

Customer Operations AI Initiative

.

This role serves as the central bridge between business stakeholders (operations leaders, customer service SMEs) and technical build teams. You will own the use-case backlog end-to-end—translating operational business problems into development-ready epics, user stories, and acceptance criteria while managing sprint delivery in Azure DevOps (ADO).

As the initiative scales, you will shape program improvements, organizational change management, and Responsible AI guardrails.

First and foremost, we are seeking a

disciplined, hands-on Agile Product Owner

with a proven track record of leading large-scale enterprise transformation initiatives. While prior Generative AI experience is highly preferred, candidates with exceptional PO/PM fundamentals who demonstrate curiosity and an ability to rapidly adapt to emerging technologies will be given strong consideration.

Key Responsibilities

• Backlog Intake & Ownership: Own the end-to-end use-case backlog—intaking, prioritizing, and sequencing features based on business value, technical feasibility, and operational risk.
• Hands-On Story Writing & Requirements: Translate complex Customer Operations business problems into clear problem statements, epics, user stories, and testable acceptance criteria that engineering teams can execute immediately.
• Cross-Functional Stakeholder Alignment: Serve as the primary liaison between business SMEs, operations leaders, IT engineering, Legal, Privacy, and Cybersecurity partners; influence cross-functional teams and drive consensus without direct authority.
• Agile Ceremony Leadership: Lead and facilitate all standard Agile ceremonies—daily stand-ups, backlog grooming/refinement, sprint planning, retrospectives, and stakeholder reviews/demos.
• Sprint Tracking & Delivery: Maintain daily task status, backlog transparency, and velocity metrics in Azure DevOps (ADO) or Jira.
• Governance & Responsible AI: Define operational autonomy boundaries, evaluation criteria (“good enough to ship” thresholds), data-masking guardrails, and intake touchpoints (CREATe/PTA/Cyber).
• Change Management & Adoption: Drive end-user training, adoption playbooks, and continuous feedback loops to ensure solutions deliver measurable operational outcomes (e.g., call deflection, reduced handle times, increased accuracy).

Required Qualifications

• Experience: 5–10+ years of dedicated Product Owner, Product Manager, or Project Manager experience driving enterprise software delivery.
• Agile Execution: Proven expertise writing user stories, defining acceptance criteria, managing backlogs, and leading sprint teams.
• Tool Proficiency: Hands-on experience with Agile tracking platforms (Azure DevOps, Jira, Confluence).
• Enterprise Transformation: Demonstrated experience leading large-scale technology modernizations, major system implementations, or multi-department process overhauls.
• Education: Bachelor’s Degree required.

Preferred Qualifications & Certifications

• Active Certifications: Highly preferred active credentials including:

+ SAFe (Scaled Agile Framework — POPM, Agilist, RTE)

+ Agile / Scrum Certifications (CSPO, CSM, PSM, PMI-ACP)

+ Project Management (PMP)

• Emerging Tech & AI Background: Prior experience with Generative AI, LLMs, conversational AI, or intelligent automation; experience setting evaluation criteria for probabilistic outputs or building RAG/agentic workflows.
• Governance & Vendor Experience: Exposure to Responsible AI frameworks, vendor management, SOW evaluation, or managing employees/contractors.