Job Description
Job Description
We are seeking a strategic and execution focused Technical Product Owner to lead and support the continued evolution of our enterprise chat capabilities. This role will oversee two agile teams focused on foundational technology modernization and delivery of strategic priorities. The ideal candidate will also play a pivotal role in shaping the future of chatbot and agentic chat experiences, ensuring alignment with our long term vision and strategy.
Key Responsibilities
Agile Team Delivery Leadership & Enterprise Cross Collaboration
• Participate and facilitate agile team level planning and ceremonies
• Understand prioritized Epics, Minimal Viable Product, and Features to drive feature refinement
• Implement prioritization techniques to deliver on high impact and benefit outcomes
• Maintain team predictability, define team level execution metrics and governance
• Implement benefit tracking for delivered capabilities
• Support release deployments and issue resolution
• Support Enterprise and Digital maintenance
• Lead Enterprise collaboration, coordination and cross functional team engagement
• Proactively communicate tradeoffs and shifts in priorities to cross functional stakeholders
• Drive accountability of vended resources for delivery execution success
• Build strong partnerships with engineering, architecture, and UX to maintain high quality, customer focused chat capabilities
Strategic Alignment & Support
• Collaborate with stakeholders to identify pain points and opportunities that inform the long-term vision for enterprise chat, including agentic and AI-powered experiences.
• Translate business goals into a phased roadmap balancing near-term delivery with long-term innovation.
• Support business case development and prioritization for future investments.
Innovation & Enablement
• Awareness of emerging trends in customer engagement across channels (phone, digital, chat, self service)
• Expertise in Chat AI experience and capabilities to recommend new customer engagement experiences
• Awareness of emerging technology impacting long term strategy of customer engagement experiences
• Evaluate and propose recommendations for tools, frameworks, opportunities for improvement with Enterprise Chat Experience
• Leverage customer feedback and sentiment to improve and enhance customer chat experiences
Qualifications
• Minimum 5 years of experience in product ownership, digital platforms, or enterprise technology delivery
• Ability to align with product strategy, manage dependencies, and proactively remove blockers
• Demonstrated success leading agile teams and delivering scalable platform capabilities
• Deep understanding of chat and chatbot frameworks, AWS (including Lex), natural language processing (NLP), and agentic user experience (UX) concepts
• Detail oriented with exceptional communication
• Proven ability to engage and influence stakeholders, build trust and strong relationships across enterprise stakeholder groups and cross-functional teams, and drive success through stakeholder engagement, change management, and benefit realization tracking.
• Passionate about enhancing customer experience through data-driven decision-making
• Capable of translating business needs into clear technical requirements
• Proficiency with tools such as Rally, Figma, Glassbox, and Medallia
• Agile certification (e.g., CSPO, SAFe PO/PM) strongly preferred