Product Owner, Technology & Delivery

Harte Hanks

11h

About The Position

We are looking for a Product Owner – Customer Care Technology & Delivery to lead product definition, backlog execution, and cross-functional delivery for contact center technology solutions. You will blend product ownership with strong project/delivery management skills, acting as the
bridge between business stakeholders, clients, operations, and technology teams to design, deliver, and optimize solutions that enhance customer experiences across telephony/IVR (e.g. Amazon
Connect), CRM (Salesforce), ticketing platforms (Zendesk/Freshdesk), digital channels, AI bots, and
self-service knowledge portals.

Requirements

• Experience owning delivery and product outcomes for complex, multi-system customer care environments.
• Strong understanding of contact center technologies such as IVR/telephony, CRM systems, help desks, bots/automation, and knowledge portals.
• Demonstrated ability to translate business value into prioritized backlogs and actionable stories using Jira, Confluence or Azure DevOps.
• Collaborative communicator with experience working across technical and non-technical teams.
• Agile mindset with strong experience in Scrum or similar delivery frameworks.
• Exposure to AI, automation, and omnichannel contact center solutions.

Nice To Haves

• Familiarity with customer care operational KPIs (e.g., CSAT, AHT, FCR).
• Experience in a BPO, customer care, or technology services environment.
• Professional Product Owner or related Scrum certification.

Responsibilities

• Define product vision, goals, and success metrics for customer care technology products.
• Partner with stakeholders (internal teams & clients) to align strategic priorities and delivery
• timelines.
• Own and prioritize product backlog, user stories, and acceptance criteria.
• Work along side agile delivery teams to drive sprint planning, execution, and delivery quality.
• Manage cross-functional delivery schedules, risks, and dependencies.
• Lead status updates, stakeholder communications, and delivery reporting.
• Drive resolution of blockers and escalations to ensure successful outcomes.
• Translate business needs into technical requirements and actionable stories.
• Ensure effective rollout, adoption, and performance tracking of technology enhancements.

Benefits

• Group Health and Wellness (Medical, Dental, and Vision)
• Health Savings Account (HSA)
• Educational Assistance
• Voluntary plans, including critical illness, accident, and hospitalization
• 401k plan with Company Match and Roth contributions with immediate vesting
• Pet Insurance, discounted legal services, employee discount programs, and more….

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed