Product Owner, AI Conversational Platform

HomeServe; Norwalk, Chattanooga (CT, TN); Presencial; USD 126.000 - 168.000; Tempo integral

Resumo da vaga

HomeServe seeks a Product Owner for Sierra Customer Charlie to lead the development of an AI-powered virtual assistant across voice and chat. You will own the full lifecycle from opportunity identification to go-live and operations, aligning with automation initiatives and the digital-transformation agenda.

Collaborate with Automation, Contact Center, IT Security, and Architecture to deliver measurable value, including ROI, containment, deflection, and customer satisfaction, while guiding

Qualificações

• Bachelor’s degree in computer science, Information Systems, Business, or related field.
• 5-7 years of product management or equivalent experience, ideally leading Agile product delivery; experience with conversational AI, contact-center automation, or customer self-service platforms strongly preferred.
• Product Management certifications (SAFe, POPM, CSPO, CPO) preferred.

Responsabilidades

• Define and drive product vision and strategy, from identification and planning, through prioritization, solution design, development, and maintenance.
• Analyze contact-center call drivers and automation opportunities to inform the Charlie product roadmap and prioritize high-volume, high-value use cases.
• Engage with business stakeholders to gather insights, identify pain points, and ensure Charlie capabilities meet stakeholder and customer needs.
• Lead review of conversation transcripts, containment/deflection data, and customer feedback, incorporating findings into the Charlie backlog.
• Partner with Finance and business owners to quantify and track ROI for each automation and prioritize resources to maximize return.

Conhecimentos

Stakeholder management

Agile methodologies

SAFe framework

Lean-Agile principles

Leadership

Communication

Formação

Bachelor’s degree in computer science

Bachelor’s degree in Information Systems

Bachelor’s degree in Business

Ferramentas

Jira

Confluence

Mulesoft ESB

Sierra AI

APIs

Descrição da vaga

HomeServe seeks a Product Owner for Sierra Customer Charlie to lead the development of an AI-powered virtual assistant across voice and chat. You will own the full lifecycle from opportunity identification to go-live and operations, aligning with automation initiatives and the digital-transformation agenda.

Collaborate with Automation, Contact Center, IT Security, and Architecture to deliver measurable value, including ROI, containment, deflection, and customer satisfaction, while guiding