Product Owner, Self Service Experience

Circle K•Tempe, AZ

10d

About The Position

The Product Owner, Self-Service Experience plays a key role in delivering a world-class knowledge and self-service ecosystem for customers and employees. This role collaborates closely with Transformation leaders, Digital partners, Operations, and IT to shape the direction of our self-service support channels including our website help center, mobile app support experiences, chatbot/virtual assistant, and Salesforce Knowledge. While strategic direction is developed collaboratively, this role is directly responsible for executing the roadmap, delivering enhancements, and ensuring the quality, accuracy, and usability of our self-service tools and content. You will translate strategy into actionable backlogs, manage cross-functional delivery, and optimize the customer experience across all self-service touchpoints.

Requirements

Bachelor’s degree in Business, Information Management, Communications, UX, or a related field preferred.
3–5+ years in product ownership, content strategy, self-service experience design, digital product management, or similar roles.
Experience with CRM or knowledge platforms (Salesforce Knowledge strongly preferred).
Familiarity with chatbot content tools, CMS platforms, search optimization, and digital support ecosystems.
Understanding of metadata, taxonomy, and content architecture principles.
Strong product mindset and ability to translate strategy into actionable delivery plans.
Excellent communication skills and ability to work with diverse stakeholders.
Analytical abilities with comfort interpreting self-service performance metrics.
Strong writing and structuring skills for digital knowledge content.
Highly organized with the ability to manage multiple initiatives simultaneously.
Passion for digital experience, automation, and continuous improvement.

Responsibilities

Translate jointly developed self-service strategies into actionable product roadmaps, user stories, and backlog items.
Own daily execution of the self-service product roadmap, ensuring timely delivery of improvements across all channels.
Manage sprint planning, backlog refinement, acceptance testing, and release validation in partnership with Digital and IT teams.
Maintain strong alignment with Transformation leaders to ensure execution reflects global priorities.
Monitor performance metrics (search success, deflection, article helpfulness, chatbot accuracy, etc.) to drive efficacy of solution.
Identify pain points, content gaps, and opportunities that improve customer and employee experience.
Optimize content architecture, taxonomy, metadata, and search relevancy across knowledge platforms.
Ensure content quality, consistency, and accuracy through structured review processes and quality audits.
Guide structure and presentation of knowledge across Salesforce Knowledge, help centers, mobile support, and internal content.
Support chatbot and virtual assistant capabilities by managing intents, FAQs, flows, and content updates.
Conduct regular QA of chatbot/knowledge interactions and partner with SMEs to ensure correctness.
Partner with Transformation, Operations, Digital Product, IT, and SMEs to execute roadmap items and support new initiatives.
Provide requirements, documentation, content guidance, and release readiness support.
Participate in strategic planning as an execution owner and subject-matter contributor.
Use analytics, VOC, and agent/customer feedback to influence prioritization and validate enhancements.
Represent customer needs in refinement sessions, release planning, and cross-functional reviews.