Product Owner (Customer Experience)

TL;DR

Product Owner (Customer Experience): Owning the end-to-end product lifecycle of platforms and capabilities that support sales, care, save, and support agents with an accent on improving operational efficiency and enhancing customer and agent experiences. Focus on driving KPI improvements like AHT and FCR, simplifying agent workflows, and ensuring compliant, scalable solutions.

Location: Hybrid in Charlotte, NC, with a strong preference for candidates based in the Charlotte area.

Company

hirify.global is a telecommunications company focused on providing fast, reliable internet connections and an excellent customer experience across twenty US states.

What you will do

• Own the product vision, roadmap, and execution for agent-facing platforms and tools.
• Partner with business and technical stakeholders to identify gaps and opportunities across agent workflows and customer journeys.
• Translate insights into actionable product requirements and lead innovation initiatives to improve CX.
• Define and groom epics, features, and user stories in Jira, ensuring clear acceptance criteria.
• Drive improvements in KPIs including AHT, FCR, CSAT, and retention through data-driven prioritization.
• Support testing, validation, launch readiness, and post-launch optimization, ensuring solutions are compliant and revenue-protective.

Requirements

• Bachelor’s degree in Engineering, IT, Business, or equivalent experience.
• 3+ years of experience as a Product Owner, Product Manager, or Business Analyst.
• Strong experience supporting agent tools, customer care platforms, or CX-related products.
• Proven ability to manage competing priorities and deliver multiple initiatives in a fast-paced environment.
• Proficiency with Jira, Confluence, and Microsoft Office.
• Strong cross-functional collaboration and stakeholder management skills.

Nice to have

• Experience in telecommunications or similar large-scale consumer services.
• Familiarity with billing systems, credits, adjustments, and order management flows.
• Experience mentoring or leading a small team of product managers or analysts.

Culture & Benefits

• Recognized as a Top Workplace by the Charlotte Observer.
• Hybrid work model based in Charlotte, NC, with roles designated as remote, hybrid, office or field-based depending on position and business needs.
• Competitive compensation and comprehensive benefits, including medical, dental, vision, and life insurance.
• An employee assistance program and a 401K plan with company match.
• Commitment to inclusion and belonging as an Equal Opportunity Employer.