Senior Product Owner, Direct-to-Consumer AI

Position Overview:

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 objectives—translating 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 portfolio—including conversational AI, machine learning, and automation technologies—to 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.

Responsibilities:

Product Strategy

• 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

Product Management

• 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

Functional Leadership and Collaboration

• 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

Technical Leadership

• 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

Documentation and  Knowledge Management

• 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:

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


• Stakeholder satisfaction


• Team health indicators


• Knowledge sharing effectiveness

 Minimum Physical Requirements: 

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone.  The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

Salary Range (Norwalk, CT): $157,592.85 - $210,123.80

Annual Bonus Potential: 20%

HomeServe USA is an equal opportunity employer.

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