Job Description

The Product Owner supports translating business needs into functional software solutions for Impel's Service AI product — the platform that helps Fixed Ops teams fill service bays, drive retention, and boost revenue through conversational scheduling, automated outreach, and AI-powered customer engagement. This individual works closely with Product Management and Engineering to help define and deliver features across the Service AI experience, including conversational appointment scheduling (SMS/email), automated service retention and recall campaigns, DMS data sync and cleansing, real-time service advisor alerts, customer sentiment insights, and the AI Agent Knowledge Bank that powers each dealership's unique service voice. The Product Owner helps translate requirements from service advisors, BDC teams, and Fixed Ops leaders into actionable tasks while following a structured process within two-week iterations, maintaining a healthy backlog and ensuring the delivery of high-quality features aligned with business priorities.

• Backlog Management Own, define, and prioritize the Service AI product backlog — spanning scheduling, outreach/campaigns, advisor tools, and DMS integrations — ensuring it is transparent, visible, and clearly articulated to the development team.
• User Story Creation Write clear, concise, and detailed user stories with acceptance criteria — grounded in real service lane workflows such as conversational scheduling, appointment reminders, RO (repair order) follow-up, service campaign automation, and advisor notifications — to guide the development process.
• Sprint Planning and Execution Actively participate in all Scrum events, including sprint planning, daily stand-ups, sprint reviews, and retrospectives, to ensure the team is focused on delivering the highest value.
• Stakeholder Communication Serve as the primary liaison between the development team and internal and external stakeholders — including dealership service advisors, Fixed Ops directors, BDC managers, and OEM service partners — providing updates on progress, managing expectations, and gathering feedback on how features perform in the service drive.
• Requirement Clarification Be available to the development team to answer questions, clarify requirements, and make quick decisions to remove roadblocks.
• Acceptance of Work Review and accept completed work from the development team to ensure it meets the defined user story and acceptance criteria.
• Feature Prioritization Constantly evaluate and re-prioritize the product backlog based on business value, technical dependencies, and market feedback — tracking impact against Fixed Ops retention and revenue metrics (e.g., repeat visit rate, ROs from existing customers, lapsed-customer win-back)

Qualifications

We're looking for someone with a strong foundation in product ownership, AI technology, and digital experience, typically gained through 4–5 years of experience at a B2B SaaS company building tools for automotive service departments / Fixed Ops — such as service scheduling platforms, service BDC/conversational AI tools, service CRM, customer retention or loyalty software, multi-point inspections or DMS-adjacent service applications. Hands-on experience with automotive service tools is strongly preferred — familiarity with concepts like conversational/AI-driven appointment scheduling, service retention and recall campaigns, repair order (RO) workflows, DMS data integration, and service advisor or BDC-facing tools is a significant advantage.

What matters most is your ability to work within Agile (Scrum) frameworks, manage and prioritize product backlogs, and translate business needs into clear, well-written user stories. You bring a thoughtful, analytical approach to problem-solving, with a keen eye for detail and quality. If you're a proactive, entrepreneurial self-starter who enjoys collaborating across teams and balancing multiple priorities, this is the right fit for you. Familiarity with tools like Jira, Azure DevOps, or Asana is helpful as you partner closely with engineering and business stakeholders.