Tech Product Owner IV

Medica•Minnetonka, MN

18d•Hybrid

About The Position

This Technical Product Owner (TPO) for the Contact Center Knowledge Management Platform is responsible for defining, prioritizing, and delivering capabilities that enable agents, supervisors, and customers to access accurate, timely, and relevant knowledge through Salesforce-based solutions. The TPO serves as the bridge between business stakeholders, Contact Center Operations, Knowledge Management teams, and technical delivery teams to ensure the platform supports operational excellence, customer experience, compliance, and continuous improvement objectives. The Technical Product Owner (TPO) is the tactical owner of a team’s backlog and capacity. While the Technical Product Manager (TPM) sets strategic direction at the capability level, the TPO ensures the team delivers the highest-value work in alignment with capability priorities. Acting as the single-threaded owner of the team backlog, the TPO bridges business, technology, and delivery execution, consolidating responsibilities traditionally split between a Product Owner and Scrum Master. The TPO champions MDF principles by fostering transparency, enabling disciplined delivery, and ensuring predictable flow of work. They shield the team from external disruptions, maintain clarity on priorities, and ensure commitments align with proven capacity.

Requirements

Bachelor’s degree in information technology, Computer Science, Business, Engineering, or related field. Equivalent professional experience may be considered.
7+ years of related work experience beyond degree.
5+ years of Product Owner, Product Manager, Business Analyst, or related experience.
3+ years of Salesforce platform experience.
3+ years supporting Contact Center, Customer Service, or Customer Experience environments.
Demonstrated experience managing enterprise applications and technology products.
Experience working in Agile/Scrum delivery environments.

Nice To Haves

Salesforce Platform Expertise.
Salesforce Certifications.
Ability to understand solution architecture, integrations, APIs, and data.
Experience with AI-enabled knowledge management solutions.
Experience integrating Salesforce with Contact Center platforms and enterprise systems.

Responsibilities

Translate prioritized capability epics (from TPM ) into clear backlog items (features, user stories, technical enablers)
Define acceptance criteria in partnership with the Technical Lead (TL) and ensure backlog items are “ready” for development
Maintain a healthy backlog sequenced based on value, risk, and dependencies
Reject or escalate any “backdoor” requests that bypass MDF intake
Partner with the Delivery Leader to ensure backlog aligns to actual team capacity
Respect and enforce WIP limits so the team is never overcommitted
Actively remove work when urgent items are added per EDC governance
Represent the team during prioritization sessions and ensure EAC and EDC decisions are reflected in the backlog
Ensure RTB (Run-the-Business) items, enhancements, and strategic initiatives are prioritized together within the backlog
Lead backlog refinement, sprint planning, and iteration reviews
Ensure team goals tie back to capability and enterprise priorities
Lead all Scrum Master activities, including facilitating ceremonies and promoting agile practices
Partner with the Technical Lead (TL) on delivery—the TPO owns the “what/why,” at the feature level while the TL owns the “how"
Make trade-off decisions daily if necessary to keep delivery aligned with priorities
Coordinate dependencies with other teams and escalate blockers or capacity issues to EDC
A point of contact for business stakeholders
Provide transparency into progress, risks, and delivery metrics
Ensure feedback loops with TPM, business users are fast and continuous to validate outcomes early
Capture learnings from retrospectives and incorporate them into future sprints
Track delivery metrics: say/do ratio, cycle time, throughput
Validate delivered stories/features against acceptance criteria and business outcomes
Report progress and risks to TPM, Delivery Leader, and stakeholders
Define and maintain the product vision, roadmap, and strategy for the Contact Center Knowledge Management platform.
Partner with Contact Center leadership, Operations, Training, Quality Assurance, and Customer Experience teams to identify opportunities for improvement.
Prioritize initiatives based on business value, operational impact, risk reduction, and customer outcomes.
Establish and track key performance indicators (KPIs) and platform success metrics.
Act as the primary Product Owner for Contact Center - Salesforce Service Cloud Knowledge solutions.
Partner with Salesforce Administrators, Architects, Developers, and Integration teams to design scalable solutions.
Drive adoption and optimization of Salesforce platform technology.
Drive adoption of Salesforce AI technology into future solutions.