Agile Product Owner - 3399255

*Calgary, AB or Edmonton, AB Hybrid Contract Opportunity*

Lighthouse Technology Services is partnering with our client to fill their Agile Product Owner position! This is a 12+ month contract opportunity and will be hybrid (onsite 3-4 days/week) in Calgary or Edmonton, based on candidate's location. This role will be a T4 employee of Lighthouse Technology Services.

Position Overview

We are seeking a dynamic and experienced Agile Product Owner to join our team. The ideal candidate will have strong delivery skills, hands-on SAP CRM expertise in a Call Center environment, and excellent storytelling abilities. This person plays a key role in working with our Call Center Agile Team in sprint planning, building stories and testing.

What You'll Be Doing:

• Craft compelling narratives that communicate product vision and inspire stakeholders.
• Translate customer needs into detailed requirements and user stories, collaborating with design and IT teams for delivery.
• Lead the Customer Care Agile SCRUM team, facilitating grooming sessions, stakeholder reviews, and daily scrums.
• Work with other Product Owners and delivery teams to integrate new technologies and methodologies for improved customer interactions.
• Use user-centered design thinking to enhance experiences for Customer Care agents, analyzing and improving key performance indicators.
• Partner with cross-functional teams to finalize project plans and ensure business goal alignment.
• Lead prioritization meetings to balance customer experience, performance, and operational support.
• Leverage advanced data analysis to generate insights and inform improvements.
• Conduct User Acceptance Testing to ensure quality delivery.

What You'll Need to Have:

• Agile SCRUM Product Owner or equivalent certification.
• 3-5 years of project management/agile scrum experience.
• SAP CRM experience in a call center environment.
• Bachelor’s degree in Business Administration, Project Management, or related field.
• Deep understanding of SAP CRM and/or Salesforce in customer care and campaign management.
• Strong project management skills with cross-functional user experience planning.
• Experience documenting user stories, business cases, and UAT plans.
• Expertise in sprint planning and product backlog prioritization.
• Background in the utilities sector and/or contact centers.
• Familiarity with Agile Project Management tools (JIRA, ADO, Smartsheet).
• Proficiency in Microsoft Office Suite and database applications.

Pay Range: $45-$60+/hr CAD

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