{"id":3470300,"url":"https://alion.io/job/homeserve-product-owner","title":"Product Owner","company":{"id":1791719,"name":"HomeServe","domain":"homeserve.com","url":"https://alion.io/company/homeserve-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":{"grade":"B","score":75,"open_postings":8,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Product","role_family":"Product","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Norwalk, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":125932,"max":167910,"currency":"USD","period":"year","gross":null,"usd_annual":167910},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Confluence","optional":false},{"name":"Jira","optional":false},{"name":"Kanban","optional":false},{"name":"MuleSoft","optional":false},{"name":"Scrum","optional":false},{"name":"Apex","optional":true}],"status":"live","first_seen_at":"2026-10-29T14:06:56Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-02T06:14:05Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Position Overview:\nThe 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.\nThe 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.\nResponsibilities:\nProduct Strategy\nDefine 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\nAnalyze contact-center call drivers and automation opportunities to inform the Charlie product roadmap and prioritize high-volume, high-value use cases\nEngage with business stakeholders (Automation, Contact Center, Compliance) to gather insights, identify pain points, and ensure Charlie capabilities meet stakeholder and customer needs\nLead review of conversation transcripts, containment/deflection data, and customer feedback, incorporating findings into the Charlie backlog\nPartner 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\nProduct Management\nActively 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\nMake strategic decisions on the prioritization of features and enhancements\nDevelop and refine the Charlie (CCS) product backlog in Jira, ensuring it reflects business priorities and current-state automation flows\nManage feature prioritization and cross-team dependencies (Sierra AI, Mulesoft ESB, SAS/Payment Gateway, contact-center teams)\nAuthor and review user stories, acceptance criteria, and High-Level Design (HLD) documents, ensuring alignment with business vision and HomeServe Enterprise Solution Architecture standards\nFunctional Leadership and Collaboration\nOwn the relationship with senior business leaders associated with the product, understanding their vision, objectives, and priorities for the product\nCommunicate the value and benefits of the product to business stakeholders, ensuring their buy-in and support\nTrack containment, deflection, cost-savings, and customer-satisfaction metrics for Charlie in real time, generating insightful feedback for the product and automation teams\nCoordinate and resolve issues and dependencies between their own product team and other product teams\nTechnical Leadership\nOversee conversational-AI and integration design (Sierra AI → Mulesoft ESB → SAS / Payment Gateway / core APIs) to ensure sustainable, standards-aligned product development\nAdopt a fit-to-standard approach, limiting customizations, and manage technical debt and architectural runway\nCollaborate 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\nCollaborate 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)\nDocumentation and Knowledge Management\nDevelop and maintain product documentation, user guides, and training materials\nDocument process flows and technical specifications\nContribute to organizational learning and knowledge sharing\nEssential Functions:\n\nEssential Job Function\n\n% of Time on Function\n\nCharlie Product Strategy & Roadmap (Automation Opportunity Analysis)\n\n25%\n\nStakeholder Engagement, Backlog Prioritization & HLD / Requirements Management\n\n30%\n\nAgile Ceremonies & Meetings (Sierra Office Hours, Sprint & PI Planning)\n\n10%\n\nPerformance Monitoring & Reporting (Containment, Deflection, Savings)\n\n15%\n\nTechnical & Integration Collaboration (Sierra AI, Mulesoft ESB, APIs)\n\n10%\n\nInnovation & Continuous Improvement\n\n5%\n\nDocumentation & Knowledge Management\n\n5%\n\nTotal\n\n100%\n\nJob Requirements:\nEducation & Experience\nBachelor’s degree in computer science, Information Systems, Business, or related field \n5-7 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\nProduct Management certifications (SAFe, POPM, CSPO, CPO) preferred\nTechnical Skills\nStrong 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\nProficiency in Agile methodologies (Scrum, Kanban, Safe)\nExperience with common Agile tools (Jira, Confluence) and familiarity with integration/middleware concepts (Mulesoft ESB / APIs)\nUnderstanding of modern technology architectures, conversational-AI / virtual-assistant platforms (e.g., Sierra AI), and API-based integration patterns\nKnowledge of value stream mapping to identify and optimize processes that enhance customer value and drive operational efficiency\nFamiliarity with contact-center metrics (containment, deflection, cost-per-call) and product cost accounting\nLeadership and Soft Skills\nStrong 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\nExcellent interpersonal skills and ability to work across multiple teams and geographies\nDemonstrated 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\nSelf-motivated, detail-oriented, and capable of working in a fast-paced, results-oriented environment \nStrong presentation and communication skills with the ability to convey complex ideas succinctly to executive leadership\nSuccess Metrics\nProduct Performance\nProduct adoption rates\nAutomation containment / deflection rate (calls handled end-to-end by Charlie)\nCustomer satisfaction (CSAT) for Charlie interactions\nCost-to-serve / cost-per-call savings and ROI per automation\nFit to standard versus customization ratio\nAgile Delivery\nPI objectives achievement rate\nTeam velocity and delivery predictability\nSprint goal completion rate\nProcess Quality\nRequirements quality metrics\nStakeholder satisfaction\nTeam health indicators\nMinimum Physical Requirements: \nThe 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.\nThis 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.\nSalary Range (Norwalk, CT): $125,932.60 - $167,910.14\nSalary Range (Chattanooga, TN): $103,035.76 - $137,381.02\nAnnual Bonus Potential: 10%\nHomeServe USA is an equal opportunity employer.\n#HUSA #LI-MW1 #LI-ONSITE","description_format":"text","description_chars":8542,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":5,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Property & Casualty Insurance","Facilities Management"],"lifecycle":[{"event":"open","at":"2026-10-29T16:54:36Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 3","filings_12m":3,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":127500,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":33,"reasons":["seen:3","velocity","win:early"],"computed_at":"2026-11-02T06:13:15Z"},"pay":{"stated_usd_annual":167910,"is_top_pay":false},"html_url":"https://alion.io/job/homeserve-product-owner","json_url":"https://alion.io/job/homeserve-product-owner.json","meta":{"generated_at":"2026-11-02T10:16:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14288,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1791719},"rest":"https://alion.io/mcp/rest/get_company?id=1791719"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhomeserve-product-owner"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhomeserve-product-owner"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhomeserve-product-owner"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/homeserve-product-owner\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhomeserve-product-owner"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3470300}},{"tool":"search_jobs","arguments":{"company":"homeserve.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3470300},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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