Tech Product Owner IV

About the role

This Technical Product Owner (TPO) for the Contact Center Knowledge Management Platform is responsible for defining, prioritizing, and delivering capabilities that enable agents, supervisors, and customers to access accurate, timely, and relevant knowledge through Salesforce-based solutions. The TPO serves as the bridge between business stakeholders, Contact Center Operations, Knowledge Management teams, and technical delivery teams to ensure the platform supports operational excellence, customer experience, compliance, and continuous improvement objectives.

Responsibilities

• Translate prioritized capability epics (from TPM) into clear backlog items (features, user stories, technical enablers)
• Define acceptance criteria in partnership with the Technical Lead (TL) and ensure backlog items are “ready” for development
• Maintain a healthy backlog sequenced based on value, risk, and dependencies
• Reject or escalate any “backdoor” requests that bypass MDF intake
• Partner with the Delivery Leader to ensure backlog aligns to actual team capacity
• Respect and enforce WIP limits so the team is never overcommitted
• Actively remove work when urgent items are added per EDC governance
• Prioritize integration
• Represent the team during prioritization sessions and ensure EAC and EDC decisions are reflected in the backlog
• Ensure RTB (Run-the-Business) items, enhancements, and strategic initiatives are prioritized together within the backlog
• Lead backlog refinement, sprint planning, and iteration reviews
• Lead all Scrum Master activities, including facilitating ceremonies and promoting agile practices
• Partner with the Technical Lead (TL) on delivery—the TPO owns the “what/why,” at the feature level while the TL owns the “how”
• Coordinate dependencies with other teams and escalate blockers or capacity issues to EDC
• Stakeholder Engagement
• Provide transparency into progress, risks, and delivery metrics
• Ensure feedback loops with TPM, business users are fast and continuous to validate outcomes early
• Continuous Improvement & Metrics
• Capture learnings from retrospectives and incorporate them into future sprints
• Track delivery metrics: say/do ratio, cycle time, throughput
• Validate delivered stories/features against acceptance criteria and business outcomes
• Report progress and risks to TPM, Delivery Leader, and stakeholders

Qualifications

• Bachelor’s degree in information technology, Computer Science, Business, Engineering, or related field. Equivalent professional experience may be considered.
• 7+ years of related work experience beyond degree.
• 5+ years of Product Owner, Product Manager, Business Analyst, or related experience.
• 3+ years of Salesforce platform experience.
• 3+ years supporting Contact Center, Customer Service, or Customer Experience environments.
• Demonstrated experience managing enterprise applications and technology products.
• Experience working in Agile/Scrum delivery environments.

Preferred Qualifications

• Experience with AI-enabled knowledge management solutions.
• Experience integrating Salesforce with Contact Center platforms and enterprise systems.