Product Owner

HealthEquity•Remote,

2d•$96,500 - $123,000•Remote

About The Position

We are looking for a passionate Voice Channel Product Owner to own the end-to-end voice experience at HealthEquity — from Intelligent Virtual Assistant (IVA) interactions through seamless escalation to contact center teammates. Qualified individuals will effectively partner with key stakeholders and technical teams to define, prioritize, and deliver a voice channel experience that meets the needs of our members and empowers our contact center teammates. As a product owner, you will be responsible for the full product lifecycle: roadmap strategy and execution, business-as-usual (BAU) maintenance, tech debt prioritization, and end-to-end requirements development — all in close partnership with the technical execution team.

Requirements

4+ years of experience as a Product Owner or Senior Business Analyst with demonstrated ownership of a complex technical product or platform.
Experience in voice, IVR/IVA, or contact center technology product development.
Proven ability to independently author high-quality PRDs and functional/technical requirements end to end.
Strong backlog management skills with hands-on experience in Agile/Scrum delivery environments.
Ability to manage expectations and collaborate with executives, senior leaders, front-end business SMEs, and cross-functional teams spanning multiple business functions.
Strong business analysis skills with the ability to identify key gaps in process, investigate themes or issues, and strategically recommend solutions with often limited information.
Excellent verbal communication skills, technical writing skills, and presentation/facilitation skills, with strong interpersonal skills required to perform the functions described.
Experience using AI-enabled tools and platforms (e.g., Aha! AI Assistant, Microsoft Copilot, Salesforce AI capabilities) to generate, refine, and validate feature requirements, user stories, and acceptance criteria is required

Nice To Haves

Experience with cloud contact center platforms (e.g., Cisco WxCC, Genesys, Amazon Connect, NICE CXone) is a plus.
Knowledge of flexible spending accounts, health savings accounts, commuter benefits, or other consumer-directed benefits is a plus.
Experience working with contact center platforms and vendors, including Parloa, Presidio, and AWS contractors, with the ability to collaborate effectively across voice and chat product domains is a plus
Project Management or Program Management experience is preferred.

Responsibilities

Create and maintain a Voice Channel product roadmap as a high-level, strategic visual summary that outlines the vision and direction for the channel over time, serving as both a strategic guide for stakeholders and a plan for execution.
Elicit, analyze, and document business requirements; lead workshops, interviews, and process reviews to clarify objectives, scope, and success measure
Own all requirements development end to end — from Product Requirements Documents (PRDs) to functional and technical/integration specifications — ensuring every work item entering the pipeline is clear, complete, and testable.
Own the functional design for complex, voice channel products, balancing business needs with platform best practices and out-of-the-box (OOTB) capabilities
Balance roadmap initiatives against BAU maintenance requests and tech debt, making transparent, well-reasoned prioritization decisions that reflect overall strategy and business objectives.
Partner with engineering, QA, and platform teams — including external vendors responsible for technical execution on IVA/IVR systems — to provide oversight across the full delivery lifecycle, serving as the primary product point of contact for those vendor relationships, holding partners accountable to delivery commitments, and escalating risks proactively to keep work on track.
Work as a conduit between the technical execution team and business stakeholders to propose product improvements, document solutions, and resolve issues and risks that arise — removing logjams as necessary to ensure speedy delivery.
Provide frequent stakeholder communication to inform progress toward completion, achieve alignment on designs and solutions, and gain business and leadership signoff and approval.
Create and prioritize product backlog items based on overall strategy and business objectives, with acceptance criteria defined for every work item, and map out project dependencies to inform the necessary sequence of development.
Identify and drive continuous improvements to IVA containment rates, call routing accuracy, average handle time, and member satisfaction using call analytics, member feedback, and operational metrics.