Product Experience Owner - Quality, Analytics & Performance Management

Gainwell Technologies is a company focused on enhancing operational performance through innovative solutions. They are seeking a Product Experience Owner to manage the operational roadmap for Quality Management, Analytics, and Performance Management, ensuring that business needs are met through effective platform capabilities and governance standards.

Responsibilities:

• Own and manage the operational roadmap for Quality Management, AQM, Speech & Text Analytics, and Performance Management solutions, including standardization and optimization initiatives
• Expert‑level understanding of quality and performance drivers and how evaluation, automation, analytics, and performance measurement capabilities support business outcomes
• Translate complex operational, compliance, quality, and performance requirements into platform capabilities, configuration standards, and system requirements
• Define and enforce enterprise governance standards for scorecards, evaluation forms, calibration processes, AQM rules, analytics taxonomies, KPIs, and performance metrics
• Ensure performance metrics and dashboards are consistent, trusted, actionable, and aligned to standardized operational definitions
• Maintain strong documentation discipline, including operational standards, configuration guidance, metric definitions, governance artifacts, and platform runbooks
• Serve as a trusted advisor and subject matter expert to CX Quality leadership, operational leaders, analytics partners, and executive stakeholders
• Act as the primary liaison between CX stakeholders and Technology Product Owners, ensuring shared understanding of business needs, performance intent, and platform capabilities
• Partner with Technology Product Owners during sprint planning, backlog grooming, and delivery execution to preserve operational, quality, and performance intent
• Review analyst deliverables for quality, accuracy, alignment to standards, and operational feasibility
• Provide guidance and mentorship to Operational Analysts supporting Quality, Analytics, and Performance Management initiatives
• Communicate complex quality, analytics, and performance concepts in clear, executive‑ready language to support leadership decision‑making
• Operate effectively in an agile, matrix‑based environment

Requirements:

• Bachelor's degree in Business Administration, Information Systems, Operations, Analytics, or a related field, or equivalent relevant experience
• Extensive experience in omnichannel and back‑office quality and performance operations, including QA governance, calibration, compliance, and KPI management
• Demonstrated experience providing operational product ownership or business consulting for enterprise software platforms
• Strong experience working at the intersection of operations, quality, analytics, and technology across complex, multi‑account environments
• Deep experience with enterprise QM platforms, including Verint QM, AQM, Speech & Text Analytics, and performance reporting capabilities, or comparable solutions
• Demonstrated experience leading or scaling enterprise quality, analytics, or performance management programs beyond initial implementation