JOB OVERVIEW

We are seeking a dynamic and experienced Agile Product Owner to join a high-performing team focused on enhancing customer care operations. This role is ideal for someone with strong delivery capabilities, hands-on SAP CRM experience in a call center environment, and a talent for storytelling that brings product visions to life.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in business administration, Project Management, or related field
• Agile SCRUM Product Owner certification (or equivalent)
• 3–5 years of experience in project management or agile scrum roles
• SAP CRM experience

PREFERRED QUALIFICATIONS

• Deep understanding of SAP CRM and/or Salesforce in customer care and campaign management
• Strong project management and UX planning experience
• Skilled in documenting user stories, business cases, and UAT plans
• Expertise in sprint planning and backlog prioritization
• Experience in utilities or contact center environments
• Familiarity with Agile tools (e.g., JIRA, ADO, Smartsheet)
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint, Visio)

INTERPERSONAL & ANALYTICAL SKILLS

• Excellent verbal and written communication
• Strong analytical and problem-solving abilities
• Collaborative leadership style with the ability to manage multiple priorities
• Detail-oriented and proactive in proposing customer-focused solutions
• Independent, self-motivated team player with a positive attitude

Translate customer needs into actionable user stories and requirements. Collaborate with design and IT teams to ensure smooth delivery.

• Agile Leadership

Apply user-centered design principles to deliver exceptional experiences for Customer Care agents. Monitor and improve KPIs.

• Cross-Functional Collaboration

Work with diverse teams to align project plans with business goals. Lead prioritization efforts balancing performance, support, and experience.

• Data-Driven Decision Making

• Storytelling & Vision Communication:

Craft compelling narratives that clearly communicate product vision and inspire stakeholders.

• Product Development:

Translate customer needs into actionable user stories and requirements. Collaborate with design and IT teams to ensure smooth delivery.

• Agile Leadership:

Lead a Customer Care Agile SCRUM team. Drive sprint planning, backlog grooming, stakeholder reviews, and daily stand-ups.

• Innovation & Technology Integration:

Partner with other Product Owners and delivery teams to introduce new technologies and methodologies that improve customer interactions.

• Customer Experience Design:

Apply user-centered design principles to deliver exceptional experiences for Customer Care agents. Monitor and improve KPIs.

• Cross-Functional Collaboration:

Work with diverse teams to align project plans with business goals. Lead prioritization efforts balancing performance, support, and experience.

• Data-Driven Decision Making:

Use advanced analytics to generate insights and guide product enhancements.

• Quality Assurance:

Conduct User Acceptance Testing (UAT) to validate user stories and ensure product quality.