Contact Center Product Owner Assistant – Claims

Contact Center Product Owner Assistant – Claims

As a Product Owner Assistant supporting our Claims Business Unit within the Contact Center Technology domain, you will partner closely with the Customer Experience Enterprise Product Owner to support the evolution and day-to-day operation of our CCaaS platform and related contact center capabilities.

In this role, you will help manage and prioritize the product backlog that enables claims agents, supervisors, and support teams to deliver high-quality customer experience. You will work in an agile development environment with technology teams, business stakeholders, and vendor partners to ensure that Claims, Underwriting, HR, and Service Desk needs are clearly defined, properly prioritized, and aligned with enterprise standards. Your efforts directly support customer experience, operational efficiency, and strategic objectives on our Corporate Scorecard.

What You’ll Do

• Assist the Enterprise Product Owner in managing, refining, and prioritizing the contact center technology backlog supporting the Claims Business Unit on our CCaaS platform.
• Collaborate with Claims business stakeholders, contact center SMEs, and operations leaders to gather business needs and translate them into clear user stories, acceptance criteria, and prioritized work.
• Manage and coordinate backlog prioritization for Claims, Underwriting, Human Resources, and Service Desk requests, ensuring enterprise alignment and balanced delivery across supported areas.
• Ensure all work adheres to enterprise standards for architecture, security, data, and contact center technology governance.
• Partner with the Enterprise Product Owner to align Claims and contact center priorities with enterprise roadmaps and cross-domain dependencies.
• Participate in agile ceremonies such as backlog refinement, sprint planning, reviews, and retrospectives.
• Support delivery by clarifying requirements, answering team questions, managing expectations, and communicating progress to stakeholders.
• Track delivery progress, risks, and dependencies, and communicate status clearly to business and technology partners.

What You’ll Need

• Bachelor’s degree in Business, Information Systems, Technology, or equivalent work experience.
• Experience supporting product ownership or business analysis in a technology or contact center environment.
• Knowledge of Claims operations and contact center solutions.
• Understanding of contact center concepts such as call flows, routing, agent tools, reporting, and workforce workflows.
• Strong communication and prioritization skills with the ability to translate business needs into technology-ready backlog items.

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The starting pay range for this position is:

$120,500.00 - $160,800.00

Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

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Remarkable benefits:
•    Health coverage for medical, dental, vision

•    401(K) saving plans with company match AND Pension    

•    Tuition assistance

•    Floating holidays and PTO for community volunteer programs

•    Paid parental leave

•    Wellness programs

•    Employee discounts (membership, insurance,

travel, entertainment, services and more!)

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

Our organization participates in E-Verify

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).