Product Owner

HomeServe USA•Norwalk, CT

12d•$103,036 - $167,910•Onsite

About The Position

The Product Owner for Sierra Customer Charlie leads the development and continuous enhancement of HomeServe’s AI-powered virtual assistant, built on the Sierra AI platform. Charlie automates high-volume contact-center workflows across voice and chat. The role advances HomeServe’s automation and digital-transformation agenda by enabling customer self-service, reducing live-agent call volume and cost-to-serve, and improving customer experience. The Product Owner owns the full lifecycle of Charlie capabilities, from opportunity identification and High-Level Design (HLD) through integration, go-live, and operations. The role collaborates with business stakeholders in Automation, Contact Center, Marketing, and Compliance, and technical partners including Solution Architecture, Mulesoft ESB, Sierra AI, and IT Security. It balances conversational-AI design with business strategy, defines Charlie’s product vision, champions the customer conversational experience, and drives continuous improvement using containment, deflection, and satisfaction insights. Example use cases include payment updates, job triage and creation, and marketing-preference handling. Product development is aligned with HomeServe Enterprise Solution Architecture standards. The Product Owner develops the roadmap and backlog, prioritizes features and cross-team dependencies, authors and reviews user stories, acceptance criteria, and HLD documents, and participates in Agile ceremonies and planning. The role tracks product performance and ROI, oversees conversational-AI and integration design, supports security and compliance, and maintains product documentation, user guides, and training materials. Salary ranges are $125,932.60–$167,910.14 in Norwalk, CT, and $103,035.76–$137,381.02 in Chattanooga, TN, with annual bonus potential of 10%.

Requirements

Bachelor’s degree in computer science, Information Systems, Business, or a related field.
5–7 years of product management or equivalent experience, ideally leading Agile product delivery.
Strong understanding of the SAFe framework and Lean-Agile principles, and ability to apply them in a complex, multi-technology environment.
Proficiency in Agile methodologies, including Scrum, Kanban, and SAFe.
Experience with Agile tools such as Jira and Confluence, and familiarity with integration and middleware concepts such as Mulesoft ESB and APIs.
Understanding of modern technology architectures, conversational-AI or virtual-assistant platforms, and API-based integration patterns.
Knowledge of value stream mapping to identify and optimize processes that enhance customer value and operational efficiency.
Strong stakeholder-management skills and experience working with senior business and IT leaders and influencing strategic product decisions.
Excellent interpersonal skills and ability to work across multiple teams and geographies.
Demonstrated leadership in building, mentoring, and motivating high-performing product teams and fostering a collaborative, innovative work culture.
Self-motivated, detail-oriented, and able to work in a fast-paced, results-oriented environment.
Strong presentation and communication skills, including the ability to convey complex ideas succinctly to executive leadership.
Ability to perform the position’s physical functions, including regularly listening, talking, hearing, and using hands and fingers to operate a computer and telephone; occasionally standing, walking, sitting, reaching, and lifting up to 15 pounds; and meeting close- and distance-vision and focus-adjustment requirements.

Nice To Haves

Experience with conversational AI, contact-center automation, or customer self-service platforms.
Product Management certification such as SAFe, POPM, CSPO, or CPO.
Familiarity with contact-center metrics such as containment, deflection, and cost-per-call, and with product cost accounting.

Responsibilities

Define and drive Charlie’s product vision and strategy from opportunity identification and planning through prioritization, solution design, development, and maintenance, aligned with organizational goals and user needs.
Analyze contact-center call drivers and automation opportunities to shape the Charlie roadmap and prioritize high-volume, high-value use cases.
Engage business stakeholders to gather insights, identify pain points, and ensure Charlie capabilities meet stakeholder and customer needs.
Review conversation transcripts, containment and deflection data, and customer feedback, and incorporate findings into the Charlie backlog.
Partner with Finance and business owners to quantify and track ROI for automations and prioritize resources to maximize returns.
Participate in Agile ceremonies, including Sierra Office Hours, Customer Sprint Planning and Review, daily stand-ups, PI planning, and solution demos.
Make strategic decisions about feature and enhancement priorities.
Develop and refine the Charlie (CCS) product backlog in Jira to reflect business priorities and current-state automation flows.
Manage feature prioritization and cross-team dependencies involving Sierra AI, Mulesoft ESB, SAS/Payment Gateway, and contact-center teams.
Author and review user stories, acceptance criteria, and HLD documents, ensuring alignment with business vision and HomeServe Enterprise Solution Architecture standards.
Own relationships with senior business leaders associated with the product and understand their vision, objectives, and priorities.
Communicate product value and benefits to business stakeholders and secure their support.
Track Charlie’s containment, deflection, cost-savings, and customer-satisfaction metrics and provide feedback to product and automation teams.
Coordinate and resolve issues and dependencies between the product team and other product teams.
Oversee conversational-AI and integration design across Sierra AI, Mulesoft ESB, SAS, Payment Gateway, and core APIs to support sustainable, standards-aligned development.
Use a fit-to-standard approach, limit customizations, and manage technical debt and architectural runway.
Collaborate with technology teams to define and monitor non-functional requirements, including latency, containment, ID&V/authentication accuracy, and API reliability.
Work with IT and Security teams on OAuth 2.0, TLS, and ID&V to support product quality, data protection, and compliance, including SOX and marketing-preference/DNC compliance.
Develop and maintain product documentation, user guides, and training materials.
Document process flows and technical specifications.
Contribute to organizational learning and knowledge sharing.
Drive innovation and continuous improvement and monitor product performance, Agile delivery, and process-quality success metrics.