Contact Center Product Owner Assistant – Claims

AAA • Costa Mesa, CA

3d

About The Position

Contact Center Product Owner Assistant – Claims As a Product Owner Assistant supporting our Claims Business Unit within the Contact Center Technology domain, you will partner closely with the Customer Experience Enterprise Product Owner to support the evolution and day-to-day operation of our CCaaS platform and related contact center capabilities. In this role, you will help manage and prioritize the product backlog that enables claims agents, supervisors, and support teams to deliver high-quality customer experience. You will work in an agile development environment with technology teams, business stakeholders, and vendor partners to ensure that Claims, Underwriting, HR, and Service Desk needs are clearly defined, properly prioritized, and aligned with enterprise standards. Your efforts directly support customer experience, operational efficiency, and strategic objectives on our Corporate Scorecard.

Requirements

• Bachelor’s degree in Business, Information Systems, Technology, or equivalent work experience.
• Experience supporting product ownership or business analysis in a technology or contact center environment.
• Knowledge of Claims operations and contact center solutions.
• Understanding of contact center concepts such as call flows, routing, agent tools, reporting, and workforce workflows.
• Strong communication and prioritization skills with the ability to translate business needs into technology-ready backlog items.

Responsibilities

• Assist the Enterprise Product Owner in managing, refining, and prioritizing the contact center technology backlog supporting the Claims Business Unit on our CCaaS platform.
• Collaborate with Claims business stakeholders, contact center SMEs, and operations leaders to gather business needs and translate them into clear user stories, acceptance criteria, and prioritized work.
• Manage and coordinate backlog prioritization for Claims, Underwriting, Human Resources, and Service Desk requests, ensuring enterprise alignment and balanced delivery across supported areas.
• Ensure all work adheres to enterprise standards for architecture, security, data, and contact center technology governance.
• Partner with the Enterprise Product Owner to align Claims and contact center priorities with enterprise roadmaps and cross-domain dependencies.
• Participate in agile ceremonies such as backlog refinement, sprint planning, reviews, and retrospectives.
• Support delivery by clarifying requirements, answering team questions, managing expectations, and communicating progress to stakeholders.
• Track delivery progress, risks, and dependencies, and communicate status clearly to business and technology partners.

Benefits

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1-10 employees