Position Overview:
The Sr. Product Owner will lead the development and continuous enhancement of HomeServe’s contact center automation services. This role is responsible for driving innovation in customer interaction technologies by leveraging artificial intelligence (AI), automation, and other innovative tech stack to create seamless and efficient customer experiences. The Sr. Product Owner will be responsible for the full life cycle of an application from concept to the release of the application. This includes the governance, development, operations and maintenance of the application.
The Sr. Product Owner will define and execute the product strategy for AI-driven contact center solutions, ensuring the alignment of product features with customer needs and business objectives. This includes enhancing service efficiency, improving customer satisfaction, and supporting revenue growth through upselling and policy bookings. As a Sr. Product Owner you will be collaborating with technical resources bringing to life the Vision and Strategy for application. The role will involve close collaboration with business stakeholders, AI and automation experts, and IT teams to ensure that the contact center platform delivers competitive, secure, and compliant solutions.
A key aspect of this role is keeping HomeServe’s contact center automation at the forefront of innovation by exploring new AI capabilities, automating workflows, and integrating emerging technologies like Google Dialogflow, Google Gemini etc. The Product Owner will also ensure that automation processes meet the highest standards of quality and security, driving continuous improvement and operational excellence.
Responsibilities:
Define and drive the product vision for AI-powered contact center automation, utilizing Google Dialogflow and other emerging technologies to enhance customer interactions, reduce operational costs, and improve business performance. Collaborates with Business Stakeholders and IT partners to create business, functional and/or technical requirements. Anticipates and identifies customer needs and matches products and services to facilitate the fulfillment of those needs. Define application feature scope and objectives based on business needs, user needs and a good understanding of applicable business systems. Partner with various lines of businesses including customer service teams, marketing, and IT, to translate business objectives into innovative AI-driven contact center solutions. Ensure that product features align with HomeServe’s revenue growth goals and customer satisfaction KPIs. Foster a culture of innovation by researching new AI technologies, automating processes, to keep HomeServe’s contact center at the cutting edge of automation and customer engagement. Oversee the Agile development process for contact center automation projects. Lead a cross-functional team of engineers, AI specialists, and business analysts, ensuring timely delivery of features and continuous deployment of enhancements. Ensure that all AI and automation solutions meet HomeServe’s quality standards, security requirements, and industry compliance regulations. Partner with the security team to validate that changes and new features remain secure and compliant. Define and track KPIs related to customer satisfaction, contact center efficiency, and revenue growth, business compliance. Regularly report progress to executive leadership, adjusting strategies based on performance data and customer trends. Manage the product’s budget and resources, ensuring efficient use of capital expenditures to deliver impactful AI and automation solutions. Align project delivery with financial forecasts and business priorities Lead and mentor a team of product owners and business analysts, fostering collaboration and cross-functional alignment. Encourage continuous learning and adoption of best practices in AI, automation, and product management. Define a methodology for requirement and enhancements and institute a methodology for release of new feature sets. Ability to identify current problems, planning, design, building, testing, deploying, and updating the application. Utilize own skills and business experience to assess and advise on the practicability of alternatives, assessing technical limitations against operational realities.
Essential Functions:
Essential Job Function
% of Time on Function
Lead the development process for contact center automation projects
30%
Serve as a key point of contact for contact center automation queries
20%
Define and track key performance metrics (KPIs)
20%
Partner with various business lines and stakeholder to understand and deliver on their business priorities
20%
Continuously assess and anticipate future trends in contact center automation and AI capabilities
10%
Total
100%
Job Requirements:
Bachelor’s degree in computer science, Information Systems, Business, or related field 10+ years of experience in product management, including experience leading globally distributed teams in an Agile environment. Experience with large scale chat bot delivery and deployment preferably in Google Dialogflow or similar technologies Proven track record of defining product vision and delivering high-quality digital products, with a customer-first approach. Strong stakeholder management skills, with experience working closely with senior executives and influencing strategic product decisions. Demonstrated leadership skills in building, mentoring, and motivating high-performing product teams. Excellent interpersonal skills and ability to work across multiple teams and geographies. Self-motivated, detail-oriented, and capable of working in a fast-paced, results-oriented environment Occasional travel may be required to collaborate with remote teams and stakeholders. Has excellent interpersonal skills and is experienced in managing clients/users at an Executive level. Strong presentation and communication skills with the ability to convey complex ideas succinctly to executive leadership. Strong stakeholder management skills, with experience working closely with senior executives and influencing strategic product decisions. Expertise in Agile methodologies (Scrum, Kanban, SAFe) and experience implementing DevOps practices across product teams. Hands-on experience with Agile tools such as Jira, Confluence, GitHub, and platforms like Atlassian, UiPath, and Office 365. Strong understanding of software development lifecycles and ability to lead product delivery from concept to deployment. Possesses a broad knowledge of business and business functions and understands the significance of commercial constraints. Can recognize potential assignments outside own areas of specialization and bring to bear appropriate expertise as necessary. Strategic thinker with the ability to deal with complex and ambiguous environments and maintain a business-wide view across a variety of projects, work-streams and timeframes.
Minimum Physical Requirements:
The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.
Salary Range (Chattanooga, TN): $122,726.46 - $163,635.44
Salary Range (Norwalk, CT): $149,999 - $199,998.97
Annual Bonus Potential: 20%
HomeServe USA is an equal opportunity employer.
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