Product Owner
Brightspeed
full-time
Posted on:
Location Type: Remote
Location: Charlotte • North Carolina • United States
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About the role
- Own the product vision, roadmap, and execution for agent-facing platforms and tools that enhance customer and agent experiences
- Partner with business and technical stakeholders to identify gaps, pain points, and opportunities across agent workflows and customer journeys
- Develop a deep understanding of agent personas, customer journeys, and operational processes, translating insights into actionable product requirements
- Lead innovation initiatives to simplify agent workflows, reduce friction, and improve CX through automation, consolidation, and smarter decisioning
- Collaborate closely with Sales, Care, Save, Engineering, IT, Network, Operations, Finance, Billing, and Service Delivery teams to ensure successful delivery
- Define and groom epics, features, and user stories in Jira, ensuring clear acceptance criteria and alignment with business outcomes
- Drive improvements in KPIs including AHT, FCR, CSAT, order accuracy, and retention through data-driven prioritization
- Establish and manage end-to-end delivery plans, coordinating dependencies across internal teams and external vendors
- Partner with Finance and Billing teams to ensure solutions are compliant, auditable, and revenue-protective
- Support testing, validation, launch readiness, and post-launch optimization to ensure solutions deliver expected results
- Communicate product strategy, progress, and outcomes effectively to stakeholders at all levels of the organization
- Influence product and platform decisions by balancing customer experience, agent efficiency, technical feasibility, and business priorities
Requirements
- Bachelor’s degree in Engineering, IT, Business, or equivalent experience
- 3+ years of experience as a Product Owner, Product Manager, or Business Analyst
- Strong experience supporting agent tools, customer care platforms, or CX-related products
- Proven ability to manage competing priorities and deliver multiple initiatives in a fast-paced environment
- Experience translating business requirements into Jira stories and Confluence documentation
- Strong cross-functional collaboration and stakeholder management skills
- Proficiency with Jira, Confluence, and Microsoft Office
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
product visionroadmap executiondata-driven prioritizationKPI improvementuser storiesacceptance criteriaautomationconsolidationtestingvalidation
Soft Skills
cross-functional collaborationstakeholder managementcommunicationinfluenceprioritizationproblem-solvinginnovationleadershiporganizational skillsadaptability