YOUR IMPACTWe are seeking a dynamic and experienced Agile Product Owner with deep expertise in Customer Support / Service Management tooling to join our team. The ideal candidate will be responsible for driving the vision, strategy, and execution of Service-related initiatives within our Agile framework. This role requires a strong understanding of Service Management capabilities, excellent communication skills, and the ability to collaborate effectively with cross-functional teams.
WHAT THE ROLE OFFERS- Product Vision and Strategy: Define and communicate a clear product roadmap and strategy for initiatives that align with business objectives.
- Backlog Management: Prioritize and manage the product backlog, ensuring that Epics and User Stories are well-defined, estimated, and aligned with the overall product roadmap.
- Stakeholder Collaboration:Work closely with stakeholders, including business leaders, developers, and other product owners, to gather requirements, provide updates, and ensure alignment.
- Agile Framework: Guide the adoption and ongoing adherence to Agile principles and practices to manage and deliver projects, ensuring timely and high-quality outcomes.
- Domain Experience: Highly experienced implementing and supporting enterprise wide & customer facing support solutions
- Release Planning: Support release planning activities, including sprint planning, reviews, and retrospectives, to ensure successful delivery of tool features.
- Leadership: Coach and guide team members in Agile ways of working as well as the tenets of Design based Thinking and Product Ownership
WHAT YOU NEED TO SUCCEED- Bachelor's degree in Computer Science, Information Technology, Business Administration or a related field.
- 6+ years of experience using Agile principles to deliver Enterprise Applications within a Service Management ecosystem. At least 4 years in a Product Owner capacity
- Strong understanding of Agile delivery principles and their application within the frameworks such as Scaled Agile Framework (SAFe), SCRUM or KANBAN
- In-depth knowledge of Customer support processes (incident, request, problem, change, knowledge, escalations), ITSM / ESM concepts (SLAs, OLAs, queues, entitlements, assignment groups, workflows), Contact center operations (intake channels, case routing, tiered support), Customer experience (CX) mindset (friction reduction for both customers and agents, self service & deflection)
- Excellent verbal and written communication skills, with the ability to articulate complex concepts to diverse audiences.
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
- Proven ability to work collaboratively in a cross-functional team environment.
- Agile certifications (e.g., SAFe Product Owner/Product Manager, Certified Scrum Product Owner), are highly desirable.
Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we're happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
Salary Range: $92,320-$138,480; Depending on the candidate's education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.
AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.
