Scrum Master - Voice and Chat Channel

Job Description:

We are looking for a passionate Scrum Master to support the Voice and Chat channel delivery teams. Sitting within the IT Product team, this role is central to keeping two high-impact product teams moving with discipline, consistency, and speed ensuring features flow through well-defined scrum processes from ideation to release. Qualified individuals will bring a solid command of Agile principles, hands-on experience managing sprints in Aha!, and a data-driven mindset for measuring and continuously improving team performance. As the Scrum Master for both channels, you will work closely with Product Owners, internal technical execution teams, and vendor resources and contractors serving as a facilitator, coach, and delivery advocate who removes impediments, upholds process integrity, and provides end-to-end oversight of every sprint.

What you'll be doing

• Own end-to-end sprint management across the Voice and Chat channel teams in Aha!, ensuring work is properly defined, sequenced, and tracked from sprint planning through close.
• Facilitate all scrum ceremonies including backlog grooming, sprint planning, daily standups, sprint reviews, and retrospectives driving productive, time-boxed sessions that result in clear decisions and action items.
• Ensure features and work items are flowing through defined scrum processes consistently, identifying and resolving process gaps, bottlenecks, or deviations before they impact delivery.
• Partner closely with the Voice and Chat Product Owners to maintain well-groomed, prioritized backlogs with acceptance criteria and dependencies clearly documented ahead of each sprint.
• Serve as the primary escalation point for impediments proactively surfacing blockers to the appropriate stakeholders and driving resolution to keep sprint commitments on track.
• Measure, analyze, and report on team performance metrics including sprint velocity, defect leakage, throughput, output quality, and cycle time, providing regular reporting to leadership and stakeholders.
• Facilitate retrospectives that produce actionable outcomes, tracking improvement items to closure and holding the team accountable to commitments made.
• Coach team members and stakeholders on Agile best practices, fostering a culture of continuous improvement, transparency, and shared accountability.
• Maintain accurate and up-to-date sprint data in Aha!, ensuring the tool reflects the true state of work at all times and serves as a reliable source of truth for stakeholders.

What you will need to be successful

• 3+ years of experience as a Scrum Master or Agile delivery lead, supporting technical product or platform teams.
• Hands-on experience managing sprints and backlogs in Aha! or comparable Agile project management tools (e.g., Jira, Azure DevOps).
• Strong facilitation skills with demonstrated ability to run effective scrum ceremonies across multiple concurrent teams.
• Proven ability to define, measure, and communicate Agile performance metrics including velocity, defect leakage, and delivery quality.
• Ability to manage expectations and collaborate across technical teams, product owners, and senior business stakeholders in a highly matrixed environment.
• Strong organizational skills with attention to detail and a track record of keeping complex, multi-team delivery on schedule.
• Excellent verbal and written communication skills, with the ability to translate delivery status and performance data into clear, actionable narratives for leadership audiences.
• Experience supporting contact center, voice, or digital channel technology teams is a plus.
• Knowledge of flexible spending accounts, health savings accounts, commuter benefits, or other consumer-directed benefits is a plus.
• Certified ScrumMaster (CSM), SAFe Scrum Master, or equivalent Agile certification is preferred.