Product Owner, Experience Management

About the Role 

The Product Owner, Experience Management plays a vital role on our Product team. In this role, you will be responsible for one or more product areas, applications, or strategic initiatives as assigned, and responsibilities may evolve as business priorities change. The initial assignment for this role is the Experience Management Product Family: the platform gives care leaders real-time insights to improve engagement, increase satisfaction and turn client and resident feedback into a competitive advantage.  

The Product Owner triages escalations from Customer Operations, drives break/fix escalations to Engineering, manages enhancement PRDs and roadmap scheduling for their assigned products, and runs the agile ceremonies that deliver the roadmap. The Product Owner develops deep expertise in their assigned products and serves as a trusted resource for Sales, Marketing, Customer Operations, and Engineering, maintaining the knowledge base that supports product knowledge questions. This role aligns with the Pragmatic Product Management framework: the Product Owner focuses on tactical execution, backlog ownership, operational triage, and delivery, while portfolio strategy, positioning, and cross-product priority decisions remain with the Director, Product Management. The Product Owner decides sequence within their epics; the Director decides across epics and products. 

What You’ll Do 

Product Operations and Escalation Management 

• Triage escalations from Customer Operations for assigned products: reproduce the issue, validate severity, and determine whether the path is break/fix, configuration, education, or enhancement. 

• Make break/fix escalations to Engineering with clear reproduction steps, severity, customer impact, and business context; track escalations to resolution and communicate status back to Customer Operations. 

• Monitor recurring issue patterns and convert them into backlog items, knowledge base articles, or process fixes. 

Backlog Ownership and Sprint Execution 

• Own and maintain the product backlog for assigned products, including user stories, acceptance criteria, and sprint-level prioritization. 

• Run sprint planning, scrums, grooming, and review ceremonies with Engineering squads; clarify requirements in real time. 

• Validate delivered increments against acceptance criteria before release; run UAT and coordinate release mechanics. 

• Keep roadmap and status data accurate in the systems of record, including epic status and OKR check-ins for assigned products. 

Enhancement PRDs and Roadmap Scheduling 

• Author enhancement PRDs for assigned products for Director approval; size and sequence enhancements with Engineering. 

• Schedule approved work into the roadmap; communicate slips early with cause and revised dates. 

Product Expertise and Knowledge Base 

• Develop deep expertise in assigned products: how they work, how they are configured, and how customers use them. 

• Author and maintain knowledge base articles for each assigned product. 

• Answer product knowledge questions from Sales, Marketing, and Customer Operations; support demos, security questionnaires, and customer-facing documentation with accurate product detail. 

• Provide limited sales engineering assistance on qualified opportunities: technical discovery, demo support, and solution validation for deals meeting the size threshold set by Product leadership. Activated Insights does not staff dedicated Sales Engineers; this duty is deliberately bounded. 

Release Quality and GTM Handoff 

• Produce release notes and internal release communication for assigned products. 

• Hand completed releases to the Director, Product Market Management for the GTM phase; a release is delivery-complete only when the GTM handoff is clean. 

What Sets You Apart 

Skills Needed 

• Strong analytical and troubleshooting skills with a structured approach to reproducing and isolating issues. 

• Excellent written and verbal communication, especially translating between customer-facing teams and Engineering. 

•  Disciplined backlog and ceremony management; comfort running scrums and sprint planning without supervision. 

• High attention to detail in acceptance criteria, UAT, and release validation. 

• Ability to build and maintain clear documentation that non-technical teams rely on. 

Experience and Qualifications: 

• 2+ years as a Product Owner, in product operations, or in escalated application support, ideally in B2B SaaS. 

• Experience with customer experience (CX) or employee experience (EX) management platforms, survey/feedback administration systems, or contact-center operations tooling is a strong plus.

• Demonstrated experience writing user stories, managing a backlog, and collaborating with Engineering through agile ceremonies (e.g., Jira, Trello, ClickUp). 

•  Pragmatic Product Owner certification or equivalent training preferred. 

•  Bachelor's degree in business, computer science, or a related field preferred, or equivalent experience. 

Location 

• Remote, Tampa, FL or Idaho Falls, ID 

Physical Requirements 

•  Prolonged periods sitting at a desk and working on a computer. 

•  Multiple video meetings each day where web camera use is required. 

Schedule 

•  Full time, 40 hours each week. 

•  Monday through Friday, core business hours of 8:00 AM to 5:00 PM locally with occasional flexibility for collaboration across time zones or to meet critical deadlines.