Product Owner – Customer Communication (Payer)

Product Owner Customer Communication

InvoiceCloud is a fast-growing fintech company with an award-winning culture and a leading disruptor in the electronic bill presentment and payment (EBPP) space. Serving more than 3200 customers across the utility government and insurance industriesInvoiceCloudssecure and innovative SaaS platform enhances the customer experience driving higher digital payment AutoPay and paperless adoption rates. By switching to InvoiceCloud clients can improve customer engagement and satisfaction while lowering costs accelerating payments and reducing staff workloads. To learn more visit.

Job Details

The Product Owner will lead one dedicated scrum team responsible for advancingInvoiceCloudscustomer communication capabilities. This includes deliveringnew features focusing on mobile & multi-lingual scenarios enhancing the efficiency and usability of existing email and texting capabilities and introducing AI-driven improvements that elevate the communication experience for customers.

The PO will own their team backlog drive iterative execution and closelymonitorproduct performance to ensure that shipped work delivers measurable customer and business value while partnering closely with the Product Manager tomaintaintight alignment with broader product strategy.

Key Responsibilities

Backlog Ownership & Prioritization

• Maintain a clear outcome-aligned backlog for the scrum team ensuring each item is well-defined technicallyfeasible and tied to a specific customer or business problem.

• Translate customer needs stakeholder input and data insights into user stories and acceptance criteria.

• Maintain forward-looking backlog readiness by ensuring at least three(3)sprints of well-groomed prioritized work are consistently prepared enabling the team toplan aheadwithout interruption.

• Make day-to-day decisions that unblock engineering andmaintaindelivery velocity.

• Ensure the team always understands the why behind priorities and how work contributes to communication quality and operational efficiency.

Execution & Delivery

• Lead sprint planning backlog refinement and sprint reviews with precision and preparation.

• Ensure shipped features meet acceptance criteria quality standards and intended use cases.

• Partner closely with engineering and UX to deliver incremental improvements rather than large risky releases.

Experimentation & Analytics

• Monitor released features track key performance indicators and drive corrective actions when results fall short.

• Use product analytics behavioral data and qualitative input to understandhow customers interact with communication tools.

Customer & Workflow Understanding

• Develop deep understanding ofcustomercommunication workflows pain points and usage patterns.

• Represent the customers needs during product discussions and decision-making.

• Participate in customer interviews usability sessions and frontline team conversations to stay grounded in real-world experience.

Cross-Functional Collaboration

• Work with business stakeholders engineering design data and support teams to ensure strong alignment and smooth execution.

• Partner with the Product Manager to ensure the roadmap vision and team-level prioritiesremaintightly connected.

• Collaborate with operations and enablement teams to support adoption and rollout ofnew communication capabilities.

Requirements

Education

• BA/BS degreerequired; technical business or quantitative fields preferred.

Experience

• 15 years as a Product Owner Business Analyst or related product role in a SaaS environment.

• Hands-on experience with Agile/Scrumteams; CSPO or similar certification preferred.

• Experience with communication systems messaging workflows or related domains is a plus.

Skills

• Strong backlog management and sprint execution skills; deeply familiar with Agile/Scrum team operation.

• Proven ability to articulate customer problems define user stories and translate requirements into actionable work.

• Analytical thinker who uses data to justify priorities and evaluate the impact of shipped features.

• Clear communicator with the discipline to document decisions acceptance criteria and changes precisely.

• Technical curiosity and the ability to understand system behavior constraints and trade-offs without needing to code.

• Strong attention to detail and a habit of ensuring features meet expected outcomesnot just delivery dates.