Contact Center Product Owner Assistant – Sales

AAA • Costa Mesa, CA

4d

About The Position

Contact Center Product Owner Assistant – Sales As a Product Owner Assistant supporting our Sales Business Units (DSU, FSU, Life) 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 sales 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 DSU, FSU, and Life 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.
• Understanding of contact center concepts such as call flows, routing, agent tools, reporting, and workforce workflows.
• Strong organizational, communication, and prioritization skills, with the ability to balance multiple stakeholder needs.

Nice To Haves

• Familiarity with sales operations and contact center workflows within DSU, FSU, and/or Life is a strong plus.

Responsibilities

• Assist the Enterprise Product Owner in managing, refining, and prioritizing the contact center technology backlog supporting the DSU, FSU, and Life Sales Business Units on our CCaaS platform.
• Partner with Sales business stakeholders, contact center SMEs, and operations leaders to gather business needs and translate them into clear user stories, acceptance criteria, and prioritized work.
• Ensure all work adheres to enterprise standards for architecture, security, data, and contact center technology governance.
• Partner with the Enterprise Product Owner to align Sales contact center priorities with enterprise roadmaps and cross-domain dependencies.
• Participate in agile ceremonies including backlog refinement, sprint planning, reviews, and retrospectives.
• Help evaluate and prioritize defects, enhancements, and technical improvements impacting sales contact center capabilities.
• 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