Product Owner

Position Overview:

The Product Owner for Sierra Customer Charlie leads the development and continuous enhancement of HomeServe’s AI-powered virtual assistant (“Charlie”), built on the Sierra AI platform, which automates high-volume contact-center workflows across voice and chat. This role advances HomeServe’s automation and digital-transformation agenda-enabling customer self-service to reduce live-agent call volume, lower cost-to-serve, and improve the customer experience-and owns the full lifecycle for Charlie capabilities, from opportunity identification and High-Level Design (HLD) through integration, go-live, and operations.

The role requires close collaboration with business stakeholders (Automation, Contact Center, Marketing/Compliance) and technical partners (Solution Architecture, Mulesoft ESB, Sierra AI, IT Security). The Product Owner balances conversational-AI design with business strategy to deliver measurable value-e.g., automating payment updates, job triage and creation, and marketing-preference handling-defines the Charlie product vision, champions the customer conversational experience, and drives continuous improvement using containment, deflection, and satisfaction insights, aligned to HomeServe Enterprise Solution Architecture standards.

Responsibilities:

Product Strategy

• Define and drive product vision and strategy, from identification and planning, through to prioritization, solution design, development, and maintenance, ensuring alignment with organizational goals and user needs
• Analyze contact-center call drivers and automation opportunities to inform the Charlie product roadmap and prioritize high-volume, high-value use cases
• Engage with business stakeholders (Automation, Contact Center, Compliance) to gather insights, identify pain points, and ensure Charlie capabilities meet stakeholder and customer needs
• Lead review of conversation transcripts, containment/deflection data, and customer feedback, incorporating findings into the Charlie backlog
• Partner with Finance and business owners to quantify and track ROI for each automation (e.g., call-volume deflection, cost-per-call savings) and prioritize resources to maximize return

Product Management

• Actively participate in key Agile ceremonies-Sierra Office Hours, Customer Sprint Planning and Review, daily stand-ups (DSU), and Program Increment (PI) planning and solution demos
• Make strategic decisions on the prioritization of features and enhancements
• Develop and refine the Charlie (CCS) product backlog in Jira, ensuring it reflects business priorities and current-state automation flows
• Manage feature prioritization and cross-team dependencies (Sierra AI, Mulesoft ESB, SAS/Payment Gateway, contact-center teams)
• Author and review user stories, acceptance criteria, and High-Level Design (HLD) documents, ensuring alignment with business vision and HomeServe Enterprise Solution Architecture standards

Functional Leadership and Collaboration

• Own the relationship with senior business leaders associated with the product, understanding their vision, objectives, and priorities for the product
• Communicate the value and benefits of the product to business stakeholders, ensuring their buy-in and support
• Track containment, deflection, cost-savings, and customer-satisfaction metrics for Charlie in real time, generating insightful feedback for the product and automation teams
• Coordinate and resolve issues and dependencies between their own product team and other product teams

Technical Leadership

• Oversee conversational-AI and integration design (Sierra AI → Mulesoft ESB → SAS / Payment Gateway / core APIs) to ensure sustainable, standards-aligned product development
• Adopt a fit-to-standard approach, limiting customizations, and manage technical debt and architectural runway
• Collaborate with technology teams to define and monitor non-functional requirements (NFRs)-latency, containment, ID&V/authentication accuracy, and API reliability-that impact Charlie performance and customer satisfaction
• Collaborate with IT and Security teams (OAuth 2.0, TLS, ID&V) to ensure product quality, data protection, and compliance (including SOX and marketing-preference/DNC compliance)

Documentation and Knowledge Management

• Develop and maintain product documentation, user guides, and training materials
• Document process flows and technical specifications
• Contribute to organizational learning and knowledge sharing

Essential Functions:

Essential Job Function

% of Time on Function

Charlie Product Strategy & Roadmap (Automation Opportunity Analysis)

25%

Stakeholder Engagement, Backlog Prioritization & HLD / Requirements Management

30%

Agile Ceremonies & Meetings (Sierra Office Hours, Sprint & PI Planning)

10%

Performance Monitoring & Reporting (Containment, Deflection, Savings)

15%

Technical & Integration Collaboration (Sierra AI, Mulesoft ESB, APIs)

10%

Innovation & Continuous Improvement

5%

Documentation & Knowledge Management

5%

Total

100%

Job Requirements:

Education & Experience

• Bachelor’s degree in computer science, Information Systems, Business, or related field
• 5-7 years of product management or equivalent experience, ideally leading Agile product delivery; experience with conversational AI, contact-center automation, or customer self-service platforms strongly preferred
• Product Management certifications (SAFe, POPM, CSPO, CPO) preferred

Technical Skills

• Strong understanding of SAFe framework and Lean-Agile principles, with the ability to apply them to a complex, multi-technology environment in order to drive business agility
• Proficiency in Agile methodologies (Scrum, Kanban, Safe)
• Experience with common Agile tools (Jira, Confluence) and familiarity with integration/middleware concepts (Mulesoft ESB / APIs)
• Understanding of modern technology architectures, conversational-AI / virtual-assistant platforms (e.g., Sierra AI), and API-based integration patterns
• Knowledge of value stream mapping to identify and optimize processes that enhance customer value and drive operational efficiency
• Familiarity with contact-center metrics (containment, deflection, cost-per-call) and product cost accounting

Leadership and Soft Skills

• Strong stakeholder-management skills, with experience working closely with senior business and IT leaders (e.g., Automation, Contact Center, Solution Architecture) and influencing strategic product decisions
• Excellent interpersonal skills and ability to work across multiple teams and geographies
• Demonstrated leadership skills in building, mentoring, and motivating high-performing product teams, fostering a collaborative and innovative work culture that promotes high performance, professional growth and employee engagement
• Self-motivated, detail-oriented, and capable of working in a fast-paced, results-oriented environment
• Strong presentation and communication skills with the ability to convey complex ideas succinctly to executive leadership

Success Metrics

Product Performance

• Product adoption rates
• Automation containment / deflection rate (calls handled end-to-end by Charlie)
• Customer satisfaction (CSAT) for Charlie interactions
• Cost-to-serve / cost-per-call savings and ROI per automation
• Fit to standard versus customization ratio

Agile Delivery

• PI objectives achievement rate
• Team velocity and delivery predictability
• Sprint goal completion rate

Process Quality

• Requirements quality metrics
• Stakeholder satisfaction
• Team health indicators

Minimum Physical Requirements:

The physical demands described are representative of those required to perform the essential functions of this position; reasonable accommodations may be made for individuals with disabilities. The employee is regularly required to listen, talk, hear, and use hands/fingers to operate a computer and telephone; occasionally to stand, walk, sit, reach, and lift up to 15 pounds. Vision requirements include close and distance vision and the ability to adjust focus. Noise level is usually low to moderate.

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Salary Range (Norwalk, CT): $125,932.60 - $167,910.14

Salary Range (Chattanooga, TN): $103,035.76 - $137,381.02

Annual Bonus Potential: 10%

HomeServe USA is an equal opportunity employer.

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