Product Owner - United States
2 days ago
Job description
Who We Are
Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers.
Using its unparalleled resources and award-winning talent in the areas of Customer Care, Inside Sales, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands.
Headquartered in Chelmsford, Massachusetts, Harte Hanks has over 2,500 employees in offices across the U.S., Europe and Asia Pacific.
Role Summary
We are looking for a Product Owner – Customer Care Technology & Delivery to lead product definition, backlog execution, and cross-functional delivery for contact center technology solutions. You will blend product ownership with strong project/delivery management skills, acting as the bridge between business stakeholders, clients, operations, and technology teams to design, deliver, and optimize solutions that enhance customer experiences across telephony/IVR (e.g. Amazon Connect), CRM (Salesforce), ticketing platforms (Zendesk/), digital channels, AI bot, and self-service knowledge portals.
What You'll Do
- Define product vision, goals, and success metrics for customer care technology products.
- Partner with stakeholders (internal teams & clients) to align on strategic priorities and delivery timelines.
- Own and prioritize product backlog, user stories, and acceptance criteria.
- Work along side agile delivery teams to drive sprint planning, execution, and delivery quality.
- Manage cross-functional delivery schedules, risks, and dependencies.
- Lead status updates, stakeholder communications, and delivery reporting.
- Drive resolution of blockers and escalations to ensure successful outcomes.
- Translate business needs into technical requirements and actionable stories.
- Ensure effective rollout, adoption, and performance tracking of technology enhancements.
What You Bring
Required
- Experience owning delivery and product outcomes for complex, multi-system customer care environments.
- Strong understanding of contact center technologies such as IVR/telephony, CRM systems, help desks, bots/automation, and knowledge portals.
- Demonstrated ability to translate business value into prioritized backlogs and actionable stories using Jira, Confluence or Azure DevOps.
- Collaborative communicator with experience working across technical and non-technical teams. Agile mindset with strong experience in Scrum or similar delivery frameworks.
- Exposure to AI, automation, and omnichannel contact center solutions.
Preferred
- Familiarity with customer care operational KPIs (e.g., CSAT, AHT, FCR).
- Experience in a BPO, customer care, or technology services environment.
- Professional Product Owner or related Scrum certification.
Why You'll Love Working Here
- Work on high-impact technology solutions that directly improve customer experiences.
- Engage with cross-functional teams in a collaborative, supportive setting.
- Competitive compensation and benefits aligned with industry standards.
What We Offer
- Group Health and Wellness (Medical, Dental, and Vision)
- Health Savings Account (HSA)
- Educational Assistance
- Voluntary plans, including critical illness, accident, and hospitalization
- 401k plan with Company Match and Roth contributions with immediate vesting
- Pet Insurance, discounted legal services, employee discount programs, and more…
In alignment with our core values to be inclusive and meaningful change for the better of our team, Harte Hanks is committed to creating a more diverse and inclusive culture, and we are proud to be an equal opportunity employer.
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