Product Owner
Job Locations
US-Remote
Our Mission
Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS.Come be part of remarkable.
Overview
We are CONNECTING HEALTH AND WEALTH. Come be part of remarkable.
How you can make a difference
We are looking for a passionate Voice Channel Product Owner to own the end-to-end voice experience at HealthEquity - from Intelligent Virtual Assistant (IVA) interactions through seamless escalation to contact center teammates. Qualified individuals will effectively partner with key stakeholders and technical teams to define, prioritize, and deliver a voice channel experience that meets the needs of our members and empowers our contact center teammates. As a product owner, you will be responsible for the full product lifecycle: roadmap strategy and execution, business-as-usual (BAU) maintenance, tech debt prioritization, and end-to-end requirements development - all in close partnership with the technical execution team.
What you'll be doing
Create and maintain a Voice Channel product roadmap as a high-level, strategic visual summary that outlines the vision and direction for the channel over time, serving as both a strategic guide for stakeholders and a plan for execution.
Elicit, analyze, and document business requirements; lead workshops, interviews, and process reviews to clarify objectives, scope, and success measure
Own all requirements development end to end - from Product Requirements Documents (PRDs) to functional and technical/integration specifications - ensuring every work item entering the pipeline is clear, complete, and testable.
Own the functional design for complex, voice channel products, balancing business needs with platform best practices and out-of-the-box (OOTB) capabilities
Balance roadmap initiatives against BAU maintenance requests and tech debt, making transparent, well-reasoned prioritization decisions that reflect overall strategy and business objectives.
Partner with engineering, QA, and platform teams - including external vendors responsible for technical execution on IVA/IVR systems - to provide oversight across the full delivery lifecycle, serving as the primary product point of contact for those vendor relationships, holding partners accountable to delivery commitments, and escalating risks proactively to keep work on track.
Work as a conduit between the technical execution team and business stakeholders to propose product improvements, document solutions, and resolve issues and risks that arise - removing logjams as necessary to ensure speedy delivery.
Provide frequent stakeholder communication to inform progress toward completion, achieve alignment on designs and solutions, and gain business and leadership signoff and approval.
Create and prioritize product backlog items based on overall strategy and business objectives, with acceptance criteria defined for every work item, and map out project dependencies to inform the necessary sequence of development.
Identify and drive continuous improvements to IVA containment rates, call routing accuracy, average handle time, and member satisfaction using call analytics, member feedback, and operational metrics.
What you will need to be successful
4+ years of experience as a Product Owner or Senior Business Analyst with demonstrated ownership of a complex technical product or platform.
Experience in voice, IVR/IVA, or contact center technology product development.
Proven ability to independently author high-quality PRDs and functional/technical requirements end to end.
Strong backlog management skills with hands-on experien
ce in Agile/Scrum delivery environments.
Ability to manage expectations and collaborate with executives, senior leaders, front-end business SMEs, and... For full info follow application link.
