Development Product Owner - Mid Level

USAA•San Antonio, TX

1d•$85,040 - $162,550•Hybrid

About The Position

As a Development Product Owner supporting Contact Center Technology, you will serve as the direct representative of the business on a SAFe Agile team responsible for quality management and coaching applications. You will shape the product roadmap, translate business needs into well-defined features and user stories, prioritize the backlog, and guide solutions from discovery through acceptance and release. Working alongside business owners, subject matter experts, vendors, and technical teams, you will manage dependencies, address delivery challenges, and ensure requirements and decisions are thoroughly vetted, documented, and tracked. Success in this role requires initiative, strong organization, sound judgment, and the ability to influence stakeholders while navigating competing priorities. Guided by USAA’s values of Service, Loyalty, Honesty, and Integrity, you will keep the member at the center, empower teams, work horizontally, take ownership, act decisively, and accelerate progress that strengthens the contact center experience for the military community and their families. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX. Relocation assistance is not available for this position.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
4 years of experience in process improvement, project delivery, business/requirements analysis or directly related to supported business operations/product line.
2 years of experience as a Product Owner or in a closely related product role, with demonstrated success in presenting product vision, roadmaps, and key insights to executive leadership and effectively translating technical information into business impact.
2 years experience using Jira.
Proficient knowledge of Microsoft Office products, applicable databases and project management tools.
Proficient knowledge with multiple technical software delivery methodologies (i.e., Agile, Waterfall).
Proficient Experience analyzing business requirements and ability to identify opportunities to streamline business processes in accordance with risk management framework and regulatory requirements.
Proficient understanding of Process Engineering methodologies and Change Management practices.
Experience working independently to gather business requirements, process flows and use cases to develop and deliver on business capabilities within the approved methodology, writing user stories, and following the development process through user story acceptance.
Analytical and problem-solving skills with demonstrated ability to identify, analyze issues and prioritize solutions/decisions.

Nice To Haves

Strong acumen in contact center operations, including a deep understanding of industry terminology, workflows, and key performance indicators.
Proven experience working with and integrating third-party vendor applications within a product ecosystem.
Hands-on experience with various contact center applications, such as voice/telephony systems, Workforce Management (WFM) solutions, and Quality Management (QM) platforms.

Responsibilities

Works with business and Subject Matter Experts to understand business strategy and vision and then writes, refines, accepts and prioritizes stories and/or features to support effective and compliant solutions while balancing investment and business value.
Owns and maintains a prioritized work backlog for one or more Agile teams. Product backlog includes complete user stories with acceptance criteria so that they are consumable and testable by the Agile team or program. Reviews and accepts output of I/T and/or business development to ensure specified acceptance criteria have been completed.
Serves as direct representative of the business with one or more delivery teams, representing the customers' perspective throughout the product delivery cycle.
Participates in a cross-functional team of user experience partners, designers, business analysts, developers, testers and others to develop, execute and release in alignment with program and/or product road maps.
Partners with sponsors, stakeholders, and IT to facilitate, the translation of business requirements from relevant business processes, gaining a developing understanding of the needs, measures, and risks & controls for the improvement area.
Partners with change partners and key stakeholders to assist with preparing the business for the change and provides tactics and metrics for benefits, adoption, and risk. Leverages existing change management routines, as needed.
Executes robust test plan (user acceptance testing, production validation).
Demonstrates proficient knowledge in multiple business or system domains and capable of contributing to agile team at the project level.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.