Product Owner (Service Management Program)

Division Or Field Office

Customer Experience Division

Department of Position: Services Port & Prgm Mgmt Dept

Work From

Corporate Office in Erie, PA

Salary Range

$79,191.00 - $126,500.00 *

salary range is for this level and may vary based on actual level of role hired for

• This range represents a national range and the actual salary will depend on several factors including the scope and complexity of the role and the skills, education, training, credentials, location (State) based on ERIE's geographical differences, and experience of an applicant, as well as level of role for which the successful candidate is hired. Position may be eligible for an annual bonus payment.
  
  

At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 6,000 employees and over 13,000 independent agencies. Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia.

Benefits That Go Beyond The Basics

We strive to be Above all in Service® to our customers—and to our employees. That’s why Erie Insurance offers you an exceptional benefits package, including:

• Premier health, prescription, dental, and vision benefits for you and your dependents. Coverage begins your first day of work.
• Low contributions to medical and prescription premiums. We currently pay up to 97% of employees’ monthly premium costs.
• Pension. We are one of only 13 Fortune 500 companies to offer a traditional pension plan. Full-time employees are vested after five years of service.
• 401(k) with up to 4% contribution match. The 401(k) is offered in addition to the pension.
• Paid time off. Paid vacation, personal days, sick days, bereavement days and parental leave.
• Career development. Including a tuition reimbursement program for higher education and industry designations.
  
  

Additional benefits that include company-paid basic life insurance; short-and long-term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well-being programs; paid volunteer hours for service to your community; and dollar-for-dollar matching of your charitable gifts each year.

Position Summary

Leads a delivery team as the business representative in executing the development of a product or service to meet the product vision and achieve customer outcomes. Guides product or service implementations and ensures the team is working on the right priority items to maximize business value. Acts as the first authority for decisions regarding priority, business value, and functionality for the work done by the delivery team.

This is a Product Owner role for the Service Management Program, supporting Case Management.

Demonstrated product management expertise in the CRM, CCaaS, and/or Customer Service space is strongly preferred.

Candidates may also be considered for a Senior Product Owner (F14). Number of years and scope of experience will be used to determine the level.

Duties and Responsibilities

• Engages with customers, users, stakeholders and customer experience experts to understand customer needs, opportunities and overall trends to ensure their most valuable outcomes are built into the backlog.
• Utilizes customer and product data as well as input from product managers, stakeholders and team members to support product vision and key measures of product success.
• Oversees the end-to-end product lifecycle to achieve the product vision and deliver value to customers. Monitors and evaluates product progress at each stage of the development process and updates stakeholders on progress.
• Ensures capabilities and features align to organizational strategies and outcomes, creates or co-creates a roadmap that aligns to the product vision.
• Assists in breaking down large efforts into valuable product features that can fit into the team’s quarterly planning cycle and breaks down features into user stories to fill the team’s backlog.
• Prioritizes the stories in the team’s backlog to maximize value to the customer and works with technical lead to balance operational work with strategic work to ensure a quality and supported product.
• Actively participates in scrum meetings, product sprints and leads the sprint review for stakeholders and ensures the right context is provided and understood.
  
  

T he first seven duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished.

This position description in no way states or implies that these are the only duties to be performed by the incumbent. Employees are required to follow any other job-related instruction and to perform any other duties as requested by their supervisor, or as become clear.

Duties and Responsibilities (cont'd if applicable)

Capabilities

• Collaborates
• Cultivates Innovation
• Customer Focus
• Decision Quality
• Ensures Accountability
• Instills Trust
• Nimble Learning
• Optimizes Work Processes (IC)
• Self-Development
• Values Diversity
  
  

Qualifications

Minimum Educational and Experience Requirements

• Bachelor's degree in a related field required; or
• Associate degree in a related field plus two additional years of related experience required; or
• High school diploma plus four additional years of related experience required.
  
  

Additional Experience

• Two years of insurance/domain related experience required.
• Strong product/service knowledge in domain area required.
• Knowledge of product management methods required.
• Prior experience in agile product ownership preferred.
• Agile Product Management or Product Ownership certification (CSPO, ACSPO, PSPO, Certified SAFe Agile PO) preferred.
  
  

Physical Requirements

Driving; Rarely

Lifting/Moving 0-20 lbs; Occasional (

Lifting/Moving 20-50 lbs; Rarely

Manual Keying/Data Entry/inputting information/computer use; Frequent (50-80%)