Senior Product Owner - Service and Supervision (IVR)
LPL Financial (company site, opens in a new tab)7–8 yrsHyderabadOn-siteDirect career pageEst. 18–30 LPA
Posted on 9 Sept
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Job description
Structured overview of role & requirements
About This Role
- Own and prioritize the Omni IVR product backlog to improve customer voice experience through enhanced natural language processing, call routing, and contact center automation.
- Collaborate with stakeholders including Product Management, technology, operations, and vendors to translate customer and business needs into clear, actionable product requirements and call flow improvements.
- Drive sprint planning, backlog refinement, testing support, and continuous improvement to ensure successful execution of IVR capabilities aligned to service strategy and measurable business outcomes.
Minimum Requirements
- 7–8 years experience with voice systems, IVR platforms, contact center technologies, or related customer service technology solutions.
- Experience as a Product Owner or similar role involving backlog management, user story creation, acceptance criteria definition, and sprint execution support.
- Working knowledge of Agile delivery practices including backlog refinement, sprint and PI planning, demos, testing support, and production readiness.
- Strong communication and stakeholder management skills to coordinate across Product Management, technology, operations, analytics, and vendor teams.
Ideal Candidate Profile
- Experienced in translating complex business and caller experience requirements into prioritized product features and measurable delivery outcomes within Agile environments.
- Skilled in cross-functional collaboration to balance client experience, operational efficiency, and technical feasibility while managing competing priorities.
- Familiarity with natural language understanding, conversational IVR, speech recognition, contact center platforms, and using data-driven metrics to drive continuous improvement in call flow and routing.