Digital Product Owner II

Caesars Entertainment

About The Position

Come collaborate with us in creating the digital experience for the most iconic gaming resorts in Las Vegas and around the world! Experienced by millions of guests each year, the Caesars Entertainment Digital Products team cultivates customer and team member experiences that fuel the imaginations of our guests on the Strip in Las Vegas and across the globe. Our iconic global brands include Caesars Palace, The Flamingo, The Row, Horseshoe, Harrah’s, Paris, Nobu Hotel, Cromwell, and more. Based in Las Vegas, and reporting to the VP of Digital Team Member Products, this leadership role is responsible for the development and delivery of Caesars Entertainment AI Powered Customer Care experiences that: 1) allow guests to ask questions about their on-property experience; 2) allow guests to engage with customer care agents through digital channels; and 3) allow team members to respond quickly and accurately with the best information possible. Additionally, this role will be responsible to shepherd AI requests from various business units through the company’s AI assessment process. This role will define and build a shared understanding of the digital experiences outlined above, while achieving our strategic objectives and delivering specific key business results. The Product Owner collaborates with leadership, stakeholders and your team to define and build a shared understanding of: 1) Features/Epics (and associated non-functional requirements); 2) Customer Journey Maps; 3) User Story Maps; 4) User Stories and 5) Wireframes. This leader will be accountable for the successful launch of their digital product capabilities from ideation through implementation, as well as continuous support and optimization through the entire product lifecycle. This leader will also be accountable for implementing modern change management principals, taking lead in bringing stakeholders along from the beginning. The ideal candidate will have a proven track record and understanding of Agile delivery frameworks (Scrum, Kanban, SAFe, etc.), Lean Product Management and User Experience Design principals; and possess a deep passion for the development of amazing guest-facing experiences. This leader will ensure her/his teams adhere to the consistent application of our shared design and code libraries to ensure efficient and scalable development. This Product Owner is responsible for collaborating in our Lean Product Management community of practice –including bi-weekly discussions, reading/actively listening to associated books, podcasts, articles, etc.

Requirements

Minimum of 5-7 years in a digital product, design, or engineering role, within an agile team
Certified Scrum Product Owner certification (CSPO®)
Bachelor’s degree
Experience working in teams/organizations that bring high quality digital products to market
Demonstrable portfolio of products and customer journeys in market
Excellent written and verbal communication skills, including the ability to effectively present complex information clearly and appropriately handle sensitive information
Demonstrated ability to adapt to changing business priorities and
Deep curiosity in emerging digital trends and ability to translate into friction-less customer experiences
Proactive work ethic

Nice To Haves

Experience with Amazon Web Services, primarily AWS Connect, Bedrock, and Pinpoint, or similar CRM Service platforms.
Experience with Atlassian® Application Lifecycle Management tools (Jira®, Confluence®, etc.)
Experience with Generative Chat, Conversational Chat, and/or chatbot platforms.
Programming Skills: Prior programming experience and an understanding of the technical complexities of software development

Responsibilities

Customer Empathy: Must possess deep passion and empathy for the customer & team member experience.
Product Readiness: Is able to define and collaborate to qualify Features/Epics to our standardized definition of “Ready”.
Product Delivery: Is responsible for the timely delivery of digital experiences across a variety of channels.
Team Communication: Actively engages with team members to define, prioritize, and collaborate on the various needs of our customers.
Leadership/Stakeholder Communication: Provides frequent communication to leadership and stakeholders, elevating issues that impact budget, timeline, or strategic vision.
Product Standards: Executes within the eCommerce digital principles, standards, and practices.
Product Quality: Responsible for the delivery of a defect-free product to the customer.
Develop and maintain a product roadmap for Caesars AI Powered Customer Care Platform, chatbots, conversational AI, and generative AI solutions, considering market trends, customer needs, and business objectives.
Manage the AI Customer Care Platform as the IT Application owner, solving for constantly evolving business short term and long-term needs
Be hands-on and work closely with the Implementation teams to solve problems, not just delegate and track.
Provide user training and support
Work across teams (technical and business) and ensure solution is optimal and effective across the enterprise where applicable
Monitor product performance and user feedback to identify areas for improvement and optimization.
Ensure that solutions comply with industry regulations and best practices, including data privacy and security requirements.
Manage product launches and rollouts, ensuring that they are successful and meet business objectives.
Develop and maintain product documentation, including user guides, release notes, training documentation, and technical specifications.
Line Manager for the technical product team consisting of Engineers, system administrators, and a Scrummaster