Product Owner, Experience Management

Activated Insights is a company focused on experience management solutions that give care leaders real-time insights to improve engagement and satisfaction. The Product Owner, Experience Management owns assigned product backlogs, manages escalations, coordinates agile delivery and releases, authors enhancement requirements, and serves as a product expert for internal teams and customers.

Responsibilities:

• 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
• 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
• 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
• 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
• 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

Requirements:

• • 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
• • 2+ years as a Product Owner, in product operations, or in escalated application support, ideally in B2B SaaS
• • Demonstrated experience writing user stories, managing a backlog, and collaborating with Engineering through agile ceremonies (e.g., Jira, Trello, ClickUp)
• • Remote, Tampa, FL or Idaho Falls, ID
• • Prolonged periods sitting at a desk and working on a computer
• • Multiple video meetings each day where web camera use is required
• • 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
• • Experience with customer experience (CX) or employee experience (EX) management platforms, survey/feedback administration systems, or contact-center operations tooling is a strong plus
• • Pragmatic Product Owner certification or equivalent training preferred
• • Bachelor's degree in business, computer science, or a related field preferred, or equivalent experience