Summary:

ADT is seeking a Product Owner to drive the day-to-day execution and delivery of customer-facing initiatives across our digital and agent experiences. This role is responsible for translating product roadmap priorities into actionable engineering work that enhances customer journeys, improves usability, and drives engagement across customer-facing web platforms and partner integrations.

The Product Owner will work closely with Engineering, Product, Architects, and business stakeholders to ensure features are clearly defined, development teams are unblocked, and delivery stays aligned with customer needs and business goals. This role is critical to ensuring a seamless and high-quality customer experience through efficient execution, continuous iteration, and strong cross-functional coordination. Leveraging AI-powered tools and automation is a must-have for this role, enabling the Product Owner to work productively and efficiently while driving impactful customer experience initiatives.

Key Responsibilities:

Execution & Delivery

• Drive day-to-day execution of customer-facing product initiatives, ensuring roadmap priorities are delivered with speed and quality.

• Partner with engineering teams to deliver enhancements to customer journeys across mobile, web, and partner platforms.

• Track progress against delivery commitments and proactively manage risks, dependencies, and implementation challenges.

• Ensure delivered features meet defined customer experience and business objectives.

• Leverage AI-powered tools and automation to reduce cycle times, and delegate repetitive work.

Backlog Management & Prioritization

• Own and maintain a prioritized backlog of customer-facing features, enhancements, and fixes.

• Lead backlog grooming, sprint planning preparation, and story refinement sessions with engineering teams.

• Break down initiatives into clear user stories with well-defined acceptance criteria and success measures (leverage AI to ensure comprehensiveness and stress test assumptions).

• Balance new feature development with usability improvements, defect resolution, and operational needs.

Requirements & Customer Experience Clarity

• Translate customer needs, journey pain points, and business requirements into clear, actionable product requirements.

• Collaborate with UX/UI tools to define user flows, interfaces, and experience expectations.

• Provide continuous clarification to engineering teams, ensuring shared understanding of intended customer outcomes.

• Define edge cases, scenarios, and acceptance criteria to ensure a consistent and intuitive user experience.

Cross-Functional Coordination

• Collaborate with Engineering, Customer Experience, Marketing, and Analytics teams to ensure alignment on priorities and deliverables.

• Serve as the primary point of contact for clarifying requirements and resolving execution-related questions.

• Coordinate dependencies across teams, including integrations with partner platforms (e.g., mobile partners, third-party services).

• Communicate progress, risks, and trade-offs clearly to stakeholders.

Blocker Resolution & Delivery Enablement

• Identify and resolve blockers impacting development progress, including unclear requirements, dependencies, and technical constraints.

• Facilitate timely decision-making by connecting the right stakeholders and escalating when needed. Ensure engineering teams have the context and inputs needed to execute efficiently.

• Reduce ambiguity and improve delivery predictability across initiatives.

Release Support & Continuous Improvement

• Support release planning and ensure customer-facing features are ready for launch.

• Partner with QA and engineering teams to validate functionality and user experience against requirements.

• Assist with issue triage, prioritization, and resolution during and post-release.

• Continuously identify opportunities to improve customer experience, delivery processes, and team effectiveness.

Product Scope: Customer-Facing Experiences

• Execution Ownership: Coordinate delivery of customer-facing features across web platforms, and partner ecosystems.

• UX Collaboration: Use AI driven design tools to create basic prototypes and work with design leads on intuitive, consistent, and high-quality user interfaces.

• Experience Quality: Ensure front-end and backend components work together seamlessly to deliver reliable and consistent customer experiences.

• Delivery Metrics: Track execution health including backlog readiness, sprint velocity, defect trends, and customer impact signals.

Required Qualifications:

• 3-5+ years of experience as a Product Owner, Business Analyst, Product Manager, or similar execution-focused role.

• Strong experience working with engineering teams in agile development environments.

• Proven ability to manage product backlogs, define user stories, and write detailed acceptance criteria. Experience translating customer needs and business requirements into deliverable product features.

• Demonstrated ability to manage dependencies and resolve delivery blockers.

• Strong understanding of customer experience principles, usability, and digital product design.

• Excellent organizational, analytical, and communication skills.

• Ability to manage multiple priorities in fast-paced, customer-driven environments.

• Familiarity with AI driven tool system, or willingness to leverage them to achieve faster cycle times

Preferred Qualifications:

Customer Experience & Digital Products

• Experience delivering mobile app or web-based customer experiences.

• Familiarity with customer journey mapping, usability optimization, and digital engagement strategies.

• Experience working with customer feedback loops, analytics, and behavioral insights.

AI / Personalization

• Experience supporting personalization, recommendation systems, or AI-driven customer experiences.

• Familiarity with integrating automation or AI into customer workflows (e.g., chat, notifications, proactive engagement).

Additional Experience:

• Experience with SaaS, consumer technology, or subscription-based platforms.

• Experience integrating with third-party platforms and APIs.

• Exposure to smart home, IoT, or connected device ecosystems.

• Experience with experimentation, A/B testing, or feature rollouts.

• Familiarity with customer support tools, CRM systems, or engagement platforms.

Educational Qualifications:

• Bachelor’s degree in Computer Science, Engineering, Information Technology, Business Administration, or a related quantitative field preferred.

• Professional certifications in Agile, Scrum, or Product Ownership (e.g., CSPO, PSPO, SAFe POPM, ICP-APO) highly desirable.

• Additional coursework or training in SaaS, customer experience, digital engagement, or platform/infrastructure products is advantageous.

Why This Role Matters:

This role sits at the center of delivering ADT’s customer experience vision, ensuring that product strategy translates into intuitive, reliable, and engaging customer-facing capabilities. The Product Owner plays a critical role in enabling engineering teams to move quickly while maintaining a high bar for usability, consistency, and customer value.