Senior Product Owner, Direct-to-Consumer AI
HomeServe USA, Norwalk, CT, United States
Senior Product Owner, Direct-to-Consumer AI
The Senior Product Owner, Direct-to-Consumer (DTC) AI will lead the development and deployment of AI-powered solutions that transform HomeServe's Direct to Consumer business. Embedded within the AI organization, this role serves as the bridge between AI capabilities and DTC business objectivestranslating customer acquisition, enrollment, and self-service challenges into intelligent solutions that deliver measurable value. This role owns the AI product roadmap for DTC, identifying high-impact opportunities across digital enrollment, MyAccount, marketing personalization, and customer self-service. The Sr Product Owner will leverage HomeServe's AI portfolioincluding conversational AI, machine learning, and automation technologiesto increase conversion rates, reduce abandonment, and enable hyper-personalized customer experiences. The role requires close partnership with DTC business leaders to understand strategic priorities, while collaborating with AI engineers, data scientists, and platform teams to deliver solutions. The Product Owner will manage the full product lifecycle from opportunity identification and business case development through deployment and performance optimization. Success is measured by adoption of AI capabilities within DTC, quantifiable business impact, and acceleration of HomeServe's vision of AI-enabled customer experiences. Consideration will be given to a hybrid schedule however preference will be given to in office candidates. Responsibilities: Define and drive product vision and strategy, from identification and planning, through to prioritization, solution design, development, and maintenance, ensuring alignment with organizational goals and user needs Conduct market research and competitive analysis to inform product strategy Engage with stakeholders to gather insights, identify pain points, and ensure their product meets stakeholder needs Lead user research initiatives and incorporate feedback into product development Create and maintain product roadmaps, prioritizing capabilities that deliver business value and align with user needs Collaborate with finance to develop and manage product funding models and budgets, ensuring efficient allocation of resources to maximize ROI Actively participate in key planning and review sessions, including Program Increment (PI) planning and solution demonstrations / walkthroughs Make strategic decisions on the prioritization of features and enhancements Balance short-term needs with long-term goals, ensuring the highest value features are delivered to stakeholders in a timely manner Develop and refine the Product backlog, ensuring it reflects business priorities Manage Feature prioritization and dependencies, working with different product teams as required Review and provide input into user stories and acceptance criteria, ensuring alignment with business vision, priorities, and requirements Own the relationship with senior business leaders associated with the product, understanding their vision, objectives, and priorities for the product Support innovation and experimentation initiatives, encouraging new ideas and approaches that drive business growth and transformation Communicate the value and benefits of the product to business stakeholders, ensuring their buy-in and support Track key technical and product metrics in real time to improve the flow of work, and creates insightful feedback for the product team Coordinate and resolve issues and dependencies between their own product team and other product teams Oversee architectural planning to ensure sustainable product development that aligns with long-term technology objectives and roadmap Limit system customizations, adopting a fit-to-standard approach where possible Collaborate with technology teams to define and monitor key non-functional requirements (NFRs) that impact product performance and user satisfaction Collaborate with IT and security teams to ensure product quality and security compliance Manage technical debt and architectural runway Develop and maintain comprehensive product documentation Guide creation and maintenance of product-related user guides and training materials Document process flows and technical specifications Contribute to organizational learning and knowledge sharing Essential Functions: Essential Job Function
% of Time on Function
Product Strategy & Roadmap Management
25%
Stakeholder Engagement, Prioritization & Requirements Management
30%
Planning Ceremonies & Meetings
10%
Performance Monitoring and Reporting
15%
Technical Collaboration
10%
Innovation and Continuous Improvement
5%
Documentation & Knowledge Management
5%
Total
100%
Job Requirements: Education & Experience Bachelor's degree in computer science, Information Systems, Business, or related field 5-7 years of product management or equivalent experience, ideally leading distributed teams in an Agile environment. Product Management certifications (SAFe, POPM, CSPO, CPO) preferred Experience in direct-to-consumer, e-commerce, or digital product environments preferred Familiarity with customer acquisition funnels, digital enrollment journeys, or self-service platforms a plus Technical Skills Familiarity with AI/ML concepts, including conversational AI, machine learning, and intelligent automation Experience translating business challenges into AI use cases and defining requirements for data science and engineering teams Understanding of how AI capabilities integrate with digital platforms, CRMs, and customer-facing applications Ability to evaluate AI solution performance and iterate based on model accuracy, adoption, and business outcomes Strong understanding of SAFe framework and Lean-Agile principles, with the ability to apply them to a complex, multi-technology environment in order to drive business agility Proficiency in Agile methodologies (Scrum, Kanban, Safe) Experience with common Agile tools (Jira, Confluence, GitHub) Understanding of modern technology architectures and practices Knowledge of value stream mapping to identify and optimize processes that enhance customer value and drive operational efficiency Familiarity with product cost accounting Leadership and Soft Skills Strong stakeholder management skills, with experience working closely with senior executives and influencing strategic product decisions Excellent interpersonal skills and ability to work across multiple teams and geographies Demonstrated leadership skills in building, mentoring, and motivating high-performing product teams, fostering a collaborative and innovative work culture that promotes high performance, professional growth and employee engagement Self-motivated, detail-oriented, and capable of working in a fast-paced, results-oriented environment Strong presentation and communication skills with the ability to convey complex ideas succinctly to executive leadership Success Metrics Product Performance Feature cycle time Product adoption rates Break-in (unplanned work) rate Customer satisfaction scores Revenue/cost metrics Technical debt levels Fit to standard versus customization ratio Agile Delivery Program Predictability Measures PI objectives achievement rate Team velocity and delivery predictability Sprint goal completion rate Process Quality Requirements quality metrics Documentation completeness
The Senior Product Owner, Direct-to-Consumer (DTC) AI will lead the development and deployment of AI-powered solutions that transform HomeServe's Direct to Consumer business. Embedded within the AI organization, this role serves as the bridge between AI capabilities and DTC business objectivestranslating customer acquisition, enrollment, and self-service challenges into intelligent solutions that deliver measurable value. This role owns the AI product roadmap for DTC, identifying high-impact opportunities across digital enrollment, MyAccount, marketing personalization, and customer self-service. The Sr Product Owner will leverage HomeServe's AI portfolioincluding conversational AI, machine learning, and automation technologiesto increase conversion rates, reduce abandonment, and enable hyper-personalized customer experiences. The role requires close partnership with DTC business leaders to understand strategic priorities, while collaborating with AI engineers, data scientists, and platform teams to deliver solutions. The Product Owner will manage the full product lifecycle from opportunity identification and business case development through deployment and performance optimization. Success is measured by adoption of AI capabilities within DTC, quantifiable business impact, and acceleration of HomeServe's vision of AI-enabled customer experiences. Consideration will be given to a hybrid schedule however preference will be given to in office candidates. Responsibilities: Define and drive product vision and strategy, from identification and planning, through to prioritization, solution design, development, and maintenance, ensuring alignment with organizational goals and user needs Conduct market research and competitive analysis to inform product strategy Engage with stakeholders to gather insights, identify pain points, and ensure their product meets stakeholder needs Lead user research initiatives and incorporate feedback into product development Create and maintain product roadmaps, prioritizing capabilities that deliver business value and align with user needs Collaborate with finance to develop and manage product funding models and budgets, ensuring efficient allocation of resources to maximize ROI Actively participate in key planning and review sessions, including Program Increment (PI) planning and solution demonstrations / walkthroughs Make strategic decisions on the prioritization of features and enhancements Balance short-term needs with long-term goals, ensuring the highest value features are delivered to stakeholders in a timely manner Develop and refine the Product backlog, ensuring it reflects business priorities Manage Feature prioritization and dependencies, working with different product teams as required Review and provide input into user stories and acceptance criteria, ensuring alignment with business vision, priorities, and requirements Own the relationship with senior business leaders associated with the product, understanding their vision, objectives, and priorities for the product Support innovation and experimentation initiatives, encouraging new ideas and approaches that drive business growth and transformation Communicate the value and benefits of the product to business stakeholders, ensuring their buy-in and support Track key technical and product metrics in real time to improve the flow of work, and creates insightful feedback for the product team Coordinate and resolve issues and dependencies between their own product team and other product teams Oversee architectural planning to ensure sustainable product development that aligns with long-term technology objectives and roadmap Limit system customizations, adopting a fit-to-standard approach where possible Collaborate with technology teams to define and monitor key non-functional requirements (NFRs) that impact product performance and user satisfaction Collaborate with IT and security teams to ensure product quality and security compliance Manage technical debt and architectural runway Develop and maintain comprehensive product documentation Guide creation and maintenance of product-related user guides and training materials Document process flows and technical specifications Contribute to organizational learning and knowledge sharing Essential Functions: Essential Job Function
% of Time on Function
Product Strategy & Roadmap Management
25%
Stakeholder Engagement, Prioritization & Requirements Management
30%
Planning Ceremonies & Meetings
10%
Performance Monitoring and Reporting
15%
Technical Collaboration
10%
Innovation and Continuous Improvement
5%
Documentation & Knowledge Management
5%
Total
100%
Job Requirements: Education & Experience Bachelor's degree in computer science, Information Systems, Business, or related field 5-7 years of product management or equivalent experience, ideally leading distributed teams in an Agile environment. Product Management certifications (SAFe, POPM, CSPO, CPO) preferred Experience in direct-to-consumer, e-commerce, or digital product environments preferred Familiarity with customer acquisition funnels, digital enrollment journeys, or self-service platforms a plus Technical Skills Familiarity with AI/ML concepts, including conversational AI, machine learning, and intelligent automation Experience translating business challenges into AI use cases and defining requirements for data science and engineering teams Understanding of how AI capabilities integrate with digital platforms, CRMs, and customer-facing applications Ability to evaluate AI solution performance and iterate based on model accuracy, adoption, and business outcomes Strong understanding of SAFe framework and Lean-Agile principles, with the ability to apply them to a complex, multi-technology environment in order to drive business agility Proficiency in Agile methodologies (Scrum, Kanban, Safe) Experience with common Agile tools (Jira, Confluence, GitHub) Understanding of modern technology architectures and practices Knowledge of value stream mapping to identify and optimize processes that enhance customer value and drive operational efficiency Familiarity with product cost accounting Leadership and Soft Skills Strong stakeholder management skills, with experience working closely with senior executives and influencing strategic product decisions Excellent interpersonal skills and ability to work across multiple teams and geographies Demonstrated leadership skills in building, mentoring, and motivating high-performing product teams, fostering a collaborative and innovative work culture that promotes high performance, professional growth and employee engagement Self-motivated, detail-oriented, and capable of working in a fast-paced, results-oriented environment Strong presentation and communication skills with the ability to convey complex ideas succinctly to executive leadership Success Metrics Product Performance Feature cycle time Product adoption rates Break-in (unplanned work) rate Customer satisfaction scores Revenue/cost metrics Technical debt levels Fit to standard versus customization ratio Agile Delivery Program Predictability Measures PI objectives achievement rate Team velocity and delivery predictability Sprint goal completion rate Process Quality Requirements quality metrics Documentation completeness