Digital Product Owner

Job Title: Digital Product Owner

Location: Calgary, AB (Hybrid)

Estimated Duration: 24 months

Job Summary:
We are seeking a dynamic and experienced Agile Product Owner to join our team. The ideal candidate will have strong delivery skills, hands-on SAP CRM expertise in a Call Center environment, and excellent storytelling abilities. This person plays a key role in working with our Call Center Agile Team in sprint planning, building stories and testing.

Essential Duties/Responsibilities:
• Storytelling: Ability to craft compelling narratives that effectively communicate product vision and inspire stakeholders.
• Product Development: Translate customer needs and wants into detailed requirements and user stories. Collaborate with design and IT teams to ensure seamless delivery.
• Agile Management: Lead the Customer Care Agile SCRUM team, delivering initiatives from the product roadmap and releases. Facilitate grooming sessions, stakeholder reviews, and daily scrum meetings.
• Innovation: Work closely with other Product Owners and delivery teams to integrate new technologies and methodologies to enhance customer interactions.
• Customer Experience: Employ user-centered design thinking to deliver best-in-class experiences for our Customer Care agents. Continuously analyze and improve key performance indicators.
• Collaboration: Partner with cross-functional teams to finalize project plans and ensure alignment with business goals. Lead prioritization meetings to balance customer experience, performance, and operational support.
• Data-Driven Insights: Leverage advanced data analysis to generate meaningful insights and inform experience improvements.
• User Acceptance Testing: Conduct User Acceptance Testing for user stories to ensure a quality product.

Minimum Requirements:
• Bachelor's degree from an accredited four-year college or university program in Business Administration, Project Management, or a related field.
• Agile SCRUM Product Owner or equivalent certification
• 3-5 years of project management/agile scrum experience
• SAP CRM Experience

Preferred Qualifications:
Experience:
• Deep understanding of SAP CRM and/or Salesforce applications in customer care and campaign management.
• Strong project management skills and experience in user experience planning with cross-functional teams.
• Ability to triage and prioritize product improvement ideas from various sources.
• Experience in documenting user stories, business cases, and UAT plans.
• Expertise in sprint planning and product backlog prioritization.
• Ability to multi-task in a fast-paced, deadline-oriented environment and adapt to shifting priorities.
• Background in the utilities sector and/or contact centers
• Experience with Agile Project Management tools (JIRA, ADO, Smartsheet or others)
• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, SharePoint, Visio, and database applications.

Interpersonal Skills – Communication & Analytical:
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly.
• Strong business, analytical, and problem-solving skills.
• Excellent interpersonal skills with the ability to lead and foster collaboration across teams.
• Ability to manage multiple high-priority projects concurrently.
• Detail-oriented problem solver who enjoys utilizing storytelling to proposing solutions to improve customer satisfaction.
• Team player with a positive attitude and the ability to work independently with minimal supervision.

Working Conditions:
• Hybrid working environment working 3 to 4 days per week in an open office environment and 1 to 2 days per week from home.
• Willingness to work outside normal hours as needed for special projects.
• Rare travel may be required for emergencies or special projects.
• Occasionally requires light lifting as appropriate to perform duties and responsibilities