Division or Field Office: Customer Experience Division
Department of Position:Services Port & Prgm Mgmt Dept
Work from:Corporate Office in Erie, Pa
Salary Range:$79,191.00 - $126,500.00 *
salary range is for this level and may vary based on actual level of role hired for
*This range represents a national range and the actual salary will depend on several factors including the scope and complexity of the role and the skills, education, training, credentials, location (State) based on ERIE's geographical differences, and experience of an applicant, as well as level of role for which the successful candidate is hired. Position may be eligible for an annual bonus payment.
Position SummaryLeads a delivery team as the business representative in executing the development of a product or service to meet the product vision and achieve customer outcomes. Guides product or service implementations and ensures the team is working on the right priority items to maximize business value. Acts as the first authority for decisions regarding priority, business value, and functionality for the work done by the delivery team.
This role will support the
Services Portfolio and
Omnichannel Communication Program focusing on self-servicing capabilities and experience for Agents and Customers within ERIE's Online Accounts, Mobile App, and Agent Exchange.
- Experience applying product ownership methods within an Agile delivery environment is strongly preferred.
- Demonstrated knowledge of product management practices, including backlog management, prioritization, roadmap development, stakeholder engagement, and translating business needs into actionable work for delivery teams, is strongly preferred.
- Experience collaborating with cross-functional business and technology teams in a complex delivery environment is preferred.
Duties and Responsibilities- Engages with customers, users, stakeholders and customer experience experts to understand customer needs, opportunities and overall trends to ensure their most valuable outcomes are built into the backlog.
- Utilizes customer and product data as well as input from product managers, stakeholders and team members to support product vision and key measures of product success.
- Oversees the end-to-end product lifecycle to achieve the product vision and deliver value to customers.
Monitors and evaluates product progress at each stage of the development process and updates stakeholders on progress. - Ensures capabilities and features align to organizational strategies and outcomes, creates or co-creates a roadmap that aligns to the product vision.
- Assists in breaking down large efforts into valuable product features that can fit into the teams quarterly planning cycle and breaks down features into user stories to fill the teams backlog.
- Prioritizes the stories in the teams backlog to maximize value to the customer and works with technical lead to balance operational work with strategic work to ensure a quality and supported product.
- Actively participates in scrum meetings, product sprints and leads the sprint review for stakeholders and ensures the right context is provided and understood.
The first seven duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished.
Regular and predictable attendance is an essential job function. For certain positions at ERIE, including leadership roles, regular and predictable onsite presence may also be an essential job function based on business and operational needs.
This position description in no way states or implies that these are the only duties to be performed by the incumbent. Employees are required to follow any other job-related instruction and to perform any other duties as requested by their supervisor, or as become clear.
Capabilities- Collaborates
- Cultivates Innovation
- Customer Focus
- Decision Quality
- Ensures Accountability
- Instills Trust
- Nimble Learning
- Optimizes Work Processes (IC)
- Self-Development
- Values Diversity
QualificationsMinimum Educational and Experience Requirements - Bachelor's degree in a related field required; or
- Associate degree in a related field plus two additional years of related experience required; or
- High school diploma plus four additional years of related experience required.
Additional Experience- Two years of insurance/domain related experience required.
- Strong demonstrated knowledge of product/service knowledge within domain area required.
- Demonstrated ability to apply product management methods in a delivery environment required.
- Demonstrated knowledge of product management practices, including backlog management, prioritization, and roadmap development required.
- Agile Product Management or Product Ownership certification (CSPO, ACSPO, PSPO, Certified SAFe Agile PO) preferred.
Physical Requirements- Driving; Rarely
- Lifting/Moving 0-20 lbs; Occasional (
- Lifting/Moving 20-50 lbs; Rarely
- Manual Keying/Data Entry/inputting information/computer use; Frequent (50-80%)
