Tech Product Owner IV

Medica; Hopkins (MN); On-site; USD 100,000 - 150,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid time off (PTO)

Holidays

Job summary

Medica seeks a Technical Product Owner for its Contact Center Knowledge Management Platform to define and prioritize capabilities, bridging business stakeholders, Contact Center Operations, Knowledge Management teams, and delivery teams. You will own the backlog and drive delivery for Salesforce-based knowledge solutions, ensuring compliance and operational excellence.

The TPO works closely with the TPM and Technical Lead, champions MDF principles, and aligns delivery with enterprise priorities

Qualifications

• 7+ years of related work experience beyond degree.
• 5+ years of Product Owner/Manager/Business Analyst experience.
• 3+ years Salesforce platform experience.
• 3+ years supporting Contact Center/Customer Experience environments.

Responsibilities

• Translate priorities into backlog items with clear acceptance criteria.
• Lead sprint planning, refinement, and reviews.
• Represent the team in prioritization sessions and ensure alignment with enterprise priorities.
• Coordinate dependencies across teams and escalate blockers.
• Provide transparency into progress, risks, and delivery metrics.

Skills

Agile experience

Backlog management

Stakeholder engagement

Delivery alignment

Education

Bachelor's degree

Tools

Salesforce

Salesforce Service Cloud

Job description

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.

We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration - because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued.

This Technical Product Owner (TPO) for the Contact Center Knowledge Management Platform is responsible for defining, prioritizing, and delivering capabilities that enable agents, supervisors, and customers to access accurate, timely, and relevant knowledge through Salesforce-based solutions. The TPO serves as the bridge between business stakeholders, Contact Center Operations, Knowledge Management teams, and technical delivery teams to ensure the platform supports operational excellence, customer experience, compliance, and continuous improvement objectives.

The Technical Product Owner (TPO) is the tactical owner of a team's backlog and capacity. While the Technical Product Manager (TPM) sets strategic direction at the capability level, the TPO ensures the team delivers the highest-value work in alignment with capability priorities. Acting as the single-threaded owner of the team backlog, the TPO bridges business, technology, and delivery execution, consolidating responsibilities traditionally split between a Product Owner and Scrum Master.

The TPO champions MDF principles by fostering transparency, enabling disciplined delivery, and ensuring predictable flow of work. They shield the team from external disruptions, maintain clarity on priorities, and ensure commitments align with proven capacity

Key Accountabilities

• Backlog Ownership & Grooming
  • Translate prioritized capability epics (from TPM ) into clear backlog items (features, user stories, technical enablers)
  • Define acceptance criteria in partnership with the Technical Lead (TL) and ensure backlog items are "ready" for development
  • Maintain a healthy backlog sequenced based on value, risk, and dependencies
  • Reject or escape any "backdoor" requests that bypass MDF intake
• Capacity & WIP Alignment
  • Partner with the Delivery Leader to ensure backlog aligns to actual team capacity
  • Respect and enforce WIP limits so the team is never overcommitted
  • Actively remove work when urgent items are added per EDC governance
• Prioritization Integration
  • Represent the team during prioritization sessions and ensure EAC and EDC decisions are reflected in the backlog
  • Ensure RTB (Run-the-Business) items, enhancements, and strategic initiatives are prioritized together within the backlog
• Sprint & Iteration Leadership
  • Lead backlog refinement, sprint planning, and iteration reviews
  • Ensure team goals tie back to capability and enterprise priorities
  • Lead all Scrum Master activities, including facilitating ceremonies and promoting agile practices
• Execution Alignment
  • Partner with the Technical Lead (TL) on delivery-the TPO owns the "what/why," at the feature level while the TL owns the "how"
  • Make trade-off decisions daily if necessary to keep delivery aligned with priorities
  • Coordinate dependencies with other teams and elevate blockers or capacity issues to EDC
• Stakeholder Engagement
  • A point of contact for business stakeholders
  • Provide transparency into progress, risks, and delivery metrics
  • Ensure feedback loops with TPM, business users are fast and continuous to validate outcomes early
• Continuous Improvement & Metrics
  • Capture learnings from retrospectives and incorporate them into future sprints
  • Track delivery metrics: say/do ratio, cycle time, throughput
  • Validate delivered stories/features against acceptance criteria and business outcomes
  • Report progress and risks to TPM, Delivery Leader, and stakeholders
• Accountabilities
  • A single, transparent backlog for the team that reflects enterprise priorities
  • Backlog items are outcome-oriented, clear, and feasible before sprint planning
  • Sprint commitments align with proven capacity and are delivered predictably
  • Completed work delivers measurable business outcomes-not just features
  • Transparent communication with stakeholders-no surprises
• Role Partnerships in MDF
  • With TPM: Translate capability-level priorities into backlog items; align roadmap to team execution
  • With TL: Co-lead the team—TPO owns "what/why," TL owns "how"
  • With Delivery Leader: Balance team capacity, enforce WIP, and elevate systemic issues
  • With Business Owner: Validate backlog items against business outcomes and secure timely feedback
  • With EDC/EAC: Ensure prioritization decisions are executed at the team level
• Product Strategy & Ownership
  • Define and maintain the product vision, roadmap, and strategy for the Contact Center Knowledge Management platform.
  • Partner with Contact Center leadership, Operations, Training, Quality Assurance, and Customer Experience teams to identify opportunities for improvement.
  • Prioritize initiatives based on business value, operational impact, risk reduction, and customer outcomes.
  • Establish and track key performance indicators (KPIs) and platform success metrics.
• Salesforce Platform Leadership
  • Act as the primary Product Owner for Contact Center - Salesforce Service Cloud Knowledge solutions.
  • Partner with Salesforce Administrators, Architects, Developers, and Integration teams to design scalable solutions.
  • Drive adoption and optimization of Salesforce platform technology.
  • Drive adoption of Salesforce AI technology into future solutions.

Required Qualifications

• Bachelor's degree in information technology, Computer Science, Business, Engineering, or related field.
• Equivalent professional experience may be considered.
• 7+ years of related work experience beyond degree.
• 5+ years of Product Owner, Product Manager, Business Analyst, or related experience.
• 3+ years of Salesforce platform experience.
• 3+ years supporting Contact Center, Customer Service, or Customer Experience environments.
• Demonstrated experience managing enterprise applications and technology products.
• Experience working in Agile/Scrum delivery environments.

Preferred Qualifications

• Salesforce Platform Expertise.
• Salesforce Certifications.
• Ability to understand solution architecture, integrations, APIs, and data.
• Experience with AI-enabled knowledge management solutions.
• Experience integrating Salesforce with Contact Center platforms and enterprise systems.

This position is an Office role, which requires an employee to work onsite, on average, 3 days per week. We are open to candidates located near one of the following office locations: Minnetonka MN, or Madison WI

The full salary grade for this position is $100,300 - $172,000. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $100,300 - $150,465. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to compensation, Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information is provided as of the date of this posting. Medica's compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.