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. 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.

The Technical Product Owner (TPO) is the tactical owner of a team's backlog and capacity. While the Technical Product Manager (TPM) sets strategic direction at the capability level, the TPO ensures the team delivers the highest-value work in alignment with capability priorities. Acting as the single-threaded owner of the team backlog, the TPO bridges business, technology, and delivery execution, consolidating responsibilities traditionally split between a Product Owner and Scrum Master.

The TPO champions MDF principles by fostering transparency, enabling disciplined delivery, and ensuring predictable flow of work. They shield the team from external disruptions, maintain clarity on priorities, and ensure commitments align with proven capacity

Key Accountabilities

• Backlog Ownership & Grooming
• Translate prioritized capability epics (from TPM ) into clear backlog items (features, user stories, technical enablers)
• Define acceptance criteria in partnership with the Technical Lead (TL) and ensure backlog items are "ready" for development
• Maintain a healthy backlog sequenced based on value, risk, and dependencies
• Reject or escalate any "backdoor" requests that bypass MDF intake

• Capacity & WIP Alignment
• Partner with the Delivery Leader to ensure backlog aligns to actual team capacity
• Respect and enforce WIP limits so the team is never overcommitted
• Actively remove work when urgent items are added per EDC governance

• Prioritization Integration
• Represent the team during prioritization sessions and ensure EAC and EDC decisions are reflected in the backlog
• Ensure RTB (Run-the-Business) items, enhancements, and strategic initiatives are prioritized together within the backlog

• Sprint & Iteration Leadership
• Lead backlog refinement, sprint planning, and iteration reviews
• Ensure team goals tie back to capability and enterprise priorities
• Lead all Scrum Master activities, including facilitating ceremonies and promoting agile practices

• Execution Alignment
• Partner with the Technical Lead (TL) on delivery-the TPO owns the "what/why," at the feature level while the TL owns the "how"
• Make trade-off decisions daily if necessary to keep delivery aligned with priorities
• Coordinate dependencies with other teams and escalate blockers or capacity issues to EDC


• Stakeholder Engagement


• A point of contact for business stakeholders
• Provide transparency into progress, risks, and delivery metrics
• Ensure feedback loops with TPM, business users are fast and continuous to validate outcomes early


• Continuous Improvement & Metrics


• Capture learnings from retrospectives and incorporate them into future sprints
• Track delivery metrics: say/do ratio, cycle time, throughput
• Validate delivered stories/features against acceptance criteria and business outcomes
• Report progress and risks to TPM, Delivery Leader, and stakeholders

• Accountabilities
• A single, transparent backlog for the team that reflects enterprise priorities
• Backlog items are outcome-oriented, clear, and feasible before sprint planning
• Sprint commitments align with proven capacity and are delivered predictably
• Completed work delivers measurable business outcomes-not just features
• Transparent communication with stakeholders-no surprises

• Role Partnerships in MDF
• With TPM: Translate capability-level priorities into backlog items; align roadmap to team execution
• With TL: Co-lead the team-TPO owns "what/why," TL owns "how"
• With Delivery Leader: Balance team capacity, enforce WIP, and escalate systemic issues
• With Business Owner: Validate backlog items against business outcomes and secure timely feedback
• With EDC/EAC: Ensure prioritization decisions are executed at the team level

• Product Strategy & Ownership
  
  • Define and maintain the product vision, roadmap, and strategy for the Contact Center Knowledge Management platform.
  • Partner with Contact Center leadership, Operations, Training, Quality Assurance, and Customer Experience teams to identify opportunities for improvement.
  • Prioritize initiatives based on business value, operational impact, risk reduction, and customer outcomes.
  • Establish and track key performance indicators (KPIs) and platform success metrics.

Salesforce Platform Leadership

• • Act as the primary Product Owner for Contact Center - Salesforce Service Cloud Knowledge solutions.
  • Partner with Salesforce Administrators, Architects, Developers, and Integration teams to design scalable solutions.
  • Drive adoption and optimization of Salesforce platform technology.
  • Drive adoption of Salesforce AI technology into future solutions.

Required Qualifications

• Bachelor's degree in information technology, Computer Science, Business, Engineering, or related field.
• Equivalent professional experience may be considered.
• 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.

Preferred 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.

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

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. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. 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.

The compensation and benefits information is provided as of the date of this posting. Medica's compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.