Title: Experience Owner III
Location: Westwood, MA 02090 (Flexible - works 4 days or less in the office)
Duration: 6 Months contract-to-hire
Notes:
• Is Amazon Connect preferred or required? Amazon Connect is required
• What are the candidates lacking that have been interviewing on the perm side?
AWS Connect Knowledge and LLM Driven IVR Knowledge.
• Is this more a strategic role or hands on/ technical? Hands On Role where they can help provide some type of directions to technical people. Need to be digitally savvy product managers.
• Would you tell us more about the roadmap (timeline) for Amazon Connect to be live.
We are going live with AWS Connect end of this year and next year continue to build the capabilities out and fine tune it for more voice driven self service IVR solution.
• Is the role more on the contact center communication or on the product side of things?
Role is on the product side.
• What else might you be looking for in a candidate to make them stand out?
Candidate must be a problem solver and experienced in delivery roles.
• Is automation experience important? Automation experience is not important.
• How many days in office are folks expected to be each week?
3 days in the office if they are close to an office location.
• Will interviews be individual or panel interviews? How many rounds?
2 rounds of interview. 1st will be panel. final will be with me alone.
They should have had product manager experience that has IVR and contact center as part of that. AWS Connect will be a good to have. But not required if they have worked on other solutions like Nice or Google or Cisco.
Looking for people who know have owned end to end...what we have noticed is that they are missing the details we'd expect to see from a PO, some answers are generic or not specific
Description:
Senior Experience Owner – Fraud Communications & Customer Experience (Contract-to-Hire)
Position Summary
We are looking for an experienced Senior Experience Owner (EO) to lead the product strategy and customer experience for Fraud Communications across multiple customer channels.
This role owns the end-to-end customer experience for fraud notifications and communications, including SMS, email, outbound voice, inbound IVR, and future AI-enabled engagement capabilities.
The ideal candidate combines strong product management skills with fraud domain expertise and understands how to deliver exceptional customer experiences while operating in a highly regulated environment.
Responsibilities
Own the Fraud Communications product roadmap.
Define customer journeys across:
SMS
Email
Outbound Voice
Amazon Connect
Future AI-enabled communication channels
Partner with Fraud Operations to improve customer experiences during fraud events.
Define product requirements, user stories, and acceptance criteria.
Prioritize backlog and manage delivery across multiple teams.
Work closely with Engineering, AWS, Architecture, Compliance, Risk, Operations, and Business stakeholders.
Improve customer experiences around:
Fraud alerts
Transaction verification
Fraud claim initiation
Customer notifications
Self-service capabilities
Help deploy communication workflows using Amazon Connect and AWS technologies.
Identify opportunities to automate fraud communications while maintaining compliance.
Participate in production rollout planning and post-production optimization.
Required Qualifications
Bachelor’s degree or equivalent experience.
6+ years in Product Management, Experience Ownership, or Product Ownership.
Strong experience leading customer-facing products.
Excellent communication and stakeholder management skills.
Experience working in Agile environments.
Ability to work across business and technology organizations.
Strong analytical and problem-solving skills.
Preferred Qualifications
Experience in Fraud Operations or Fraud Prevention.
Banking or Financial Services experience.
Experience with Amazon Connect.
Experience with customer communications platforms.
Experience with SMS, email, outbound dialing, and customer notification systems.
Experience working with AWS technologies.
Knowledge of fraud workflows and customer authentication.
Familiarity with conversational AI and LLM-powered customer experiences.
Success Measures
Successful deployment of fraud communication capabilities.
Improved customer experience during fraud events.
Faster delivery of new communication capabilities.
Increased customer engagement with self-service channels.
High-quality product requirements.
Strong cross-functional execution.
Reduced customer effort during fraud interactions.
