Tech Product Owner IV

About the role

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for. We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration — because success is a team sport.

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.

Responsibilities

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.

• Backlog Ownership & Grooming: Translate prioritized capability epics into clear backlog items, define acceptance criteria, and maintain a healthy backlog sequenced based on value, risk, and dependencies
• Capacity & WIP Alignment: Partner with the Delivery Leader to ensure backlog aligns to actual team capacity and respect and enforce WIP limits
• Prioritization Integration: Represent the team during prioritization sessions and ensure EAC and EDC decisions are reflected in the backlog
• Sprint & Iteration Leadership: Lead backlog refinement, sprint planning, and iteration reviews, and ensure team goals tie back to capability and enterprise priorities
• Execution Alignment: Partner with the Technical Lead on delivery and make trade-off decisions daily if necessary to keep delivery aligned with priorities
• Stakeholder Engagement: Provide transparency into progress, risks, and delivery metrics, and ensure feedback loops with TPM, business users are fast and continuous
• Continuous Improvement & Metrics: Capture learnings from retrospectives, track delivery metrics, and validate delivered stories/features against acceptance criteria and business outcomes

Requirements

• Bachelor’s degree in information technology, Computer Science, Business, Engineering, or related field
• 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

Qualifications

• Salesforce Platform Expertise
• Salesforce Certifications
• Ability to understand solution architecture, integrations, APIs, and data
• Experience with AI-enabled knowledge management solutions
• Experience integrating Salesforce with Contact Center platforms and enterprise systems

Benefits

In addition to compensation, Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

Pay

The full salary grade for this position is $100,300 - $172,000. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $100,300 - $150,465.

Schedule

This position is an Office role, which requires an employee to work onsite, on average, 3 days per week. We are open to candidates located near one of the following office locations: Minnetonka MN, or Madison WI