IT Product Owner - CDS Hearing Aid

About the role

The Product Owner is responsible for defining requirements, assisting with the overall product roadmap/vision, and driving value for the team and business. They also author functional user stories, support the root cause analysis and remediation process, and manage vendors to ensure quality expectations are met.

Responsibilities

• Defines highly technical requirements aligned to functional requirements defined within user stories.
• Develops system design requirements in applications (including updating 3rd party applications, team sites, and collaborative tools).
• Identifies and communicates improvement opportunities (functional and non-functional) to improve product quality and performance based on the input provided by technology team members.
• Supports the root cause analysis and remediation process to resolve defects and/or issues reported by product/application teams and stakeholders.
• Supports the implementation of best practices for scalability, supportability, ease of maintenance, and system performance.
• Manages vendors to ensure that quality expectations are met.
• Performs and resolves 2nd and 3rd Level troubleshooting of issues as they are escalated from the Service Desk, support vendors and business.
• Manages the vendor responses for patching and remediation.
• Manages release cycles with current vendors regarding support and future releases for software and hardware.
• Supports new warehouse openings, relocations, and remodels to ensure the supported departments are fully operational.
• Possesses good organizational, time, and understanding of basic project management, with the ability to multi-task, prioritize, and stay well organized.
• Manages cost plans, purchase orders, identifies and remediates risks and invoice timing for our vendors.
• Manages the end-to-end delivery of projects, workstreams, or large-scale programs, ensuring alignment with strategic roadmaps and business objectives.
• Fosters and manages stakeholder relationships at all levels, ensuring clear and concise communication regarding project status, risks, and outcomes.
• Translates technical concepts and project status into clear business terms for diverse audiences, including senior leadership.
• Defines the sprint plan based on the priority outlined within the overall product vision and roadmap.
• Creates and authors user stories with detailed acceptance criteria written in the customers’ voice.
• Collaborates with the team to prepare the estimates for the user stories within the product backlog.
• Prioritizes the sprint backlog (as part of the sprint planning ceremony) based on the sequencing / ranking of features defined in the product roadmap.
• Drives the execution of user acceptance testing (UAT) activities with support from business and technology team members.
• Supports and participates in program level ceremonies including product increment (PI) planning sessions with input and consultation from the Product Manager.
• Performs functional reviews as part of sprint demos.
• Helps with the allocation of resources and provides teams with the necessary support to remediate impediments and reported issues.
• Creates reports highlighting the health of the overall delivery status to program leadership and various stakeholders.

Requirements

• Required Ability to learn supported systems and hardware in Hearing Aid, such as Sycle, NOAH, Interacoustics, Hardware/peripherals, audiometers.
• Excellent oral and written communication skills with the ability to communicate simply/clearly to both technical and non-technical personnel.
• Ability to provide rotating on-call support, including evening and weekend, holiday, and other duties for issues escalated from the Service Desk and business partners.
• Demonstrated strong organizational qualities and have a positive attitude with good interpersonal skills, a team player; able to work cooperatively with others, sharing ideas, and collaborating to achieve team goals.
• Ability to adjust positively to change in direction or assignments and able to work in a fast and dynamic team environment aligning CDS and business objectives with Team’s performance and operations goals.
• Travel expected for support of warehouses and International meetings with stakeholders.
• Demonstrates a logical and structured approach to time management and task prioritization while effectively teaching and mentoring other members of the GHS teams.
• Knowledge of Smartsheet, ServiceNow, and ADO for executive reporting.
• Expert facilitation of PI Planning, Backlog Refinement, Sprint Retrospectives, problem solving, negotiating between competing priorities.

Qualifications

• 7+ years of experience in Technical Program Management, Agile Delivery, or a related leadership role within a large-scale enterprise environment.
• Understanding of Hearing Aid Software/Hardware lifecycle management.
• Knowledge of HIPAA regulations for transactions, security, and confidentiality.
• Experience with system environments and deployments.
• Functional knowledge of Costco CDS systems and procedures, with ability to support, CDS computer equipment at Warehouses, Corporate, and Regional Offices.
• Bilingual English and Spanish skills are beneficial.
• Above general knowledge of Hearing Aid supported hardware, infrastructures, and systems.
• Windows OS environment (eg. Active Directory, Group Policy)
• Google Workspace.
• Mecm/Sccm and related services.
• SqlQuery, Linux, and programming language(s).
• Cloud Solutions (eg. Azure/GCP).
• Experience with Ticketing systems, Jira, SalesForce, ServiceNow (“CARTS”), ALM and similar for the management of incident/defect/system issues internally and externally.
• Current Work experience with Hearing Aid Software/Hardware.
• Troubleshooting experience with software/hardware including desktop PC’s, laptops, printers, and USB peripherals, windows OS, group Policies, and internet browsers.
• Successful internal candidates will have spent one year or more on their current team.
• Degree or Certifications in Computer Science.
• Proven track record acting as a Chief Scrum Master for team members, business, and vendors.
• Familiarity with financial and procurement systems and the ability to learn Cost Plan and Purchase Order lifecycle.
• Vendor & Contract Management proficiency: Develop knowledge in the procurement lifecycle, focusing on the creation and negotiation of Master Service Agreements (MSAs), Statements of Work (SOWs), and Service Level Agreements (SLAs).
• Proficient in Google Workspace applications, including Sheets, Docs, Slides, and Gmail.

Skills

• Technical Program Management
• Agile Delivery
• Master Service Agreements (MSAs)
• Statements of Work (SOWs)
• Service Level Agreements (SLAs)
• Google Workspace
• Mecm/Sccm and related services
• SqlQuery
• Linux
• Programming Language(s)
• Cloud Solutions (eg. Azure/GCP)
• Ticketing Systems (Jira, SalesForce, ServiceNow)
• Hearing Aid Software/Hardware
• System Environments and Deployments
• Financial and Procurement Systems

Benefits

• Paid Time Off
• Health Benefits - Medical/Dental/Vision/Pharmacy/Behavioral Health/Employee Assistance
• Health Care Reimbursement Account
• Dependent Care Assistance Plan
• Short-Term Disability and Long-Term Disability Insurance
• AD&D Insurance
• Life Insurance
• 401(k)
• Stock Purchase Plan

Pay

• Level 1 - $90,000 - $115,000
• Level 2 - $105,000 - $135,000
• Level 3 - $130,000 - $160,000
• Level 4 - $140,000 - $200,000

Schedule

• Full-Time