Customer Services Product Line Owner

Are you an experienced professional with a passion for developing and implementing innovative and high business value technology solutions? Do you enjoy leading business process transformations? If YES, then apply now to join our team!

What We're Looking For:  We are seeking a Customer Services Product Line Owner to ensure the greatest business value and proper functionality of technology and data products and solutions that support customer service operations for the administration of Wisconsin Retirement System benefit programs. We’re looking for someone who is driven to achieve quality results and is comfortable leading without direct authority. The ideal candidate will be skilled in adapting quickly to different challenges, using their business insight to find quality solutions, planning and aligning work to meet organizational goals, and developing strong collaborative relationships with diverse stakeholders.

What We Offer:  This is an excellent opportunity to develop a meaningful and rewarding career with ETF. Our employees have access to an excellent comprehensive benefit and compensation package, including generous paid time off so you can truly have work/life balance! If you have student loans and work full time in a public service job (like this one!) you may be eligible for the Public Service Loan Forgiveness Program.

Who We Are:  The Department of Employee Trust Funds (ETF) manages retirement, insurance, and other benefit programs for 700,000 state and local government employees, retirees, and their beneficiaries. Our members are at the center of everything we do, and we're committed to enhancing their well-being by delivering expert guidance, strong, sustainable benefit programs, and an exceptional customer experience. We're looking for talented people who are active learners that build strong collaborative relationships and recognize the value that different perspectives and experiences bring to our organization.

Where We're Located:  ETF located in the award-winning city of Madison. Located just off University and Sheboygan Avenues, at 4822 Madison Yards Way, within walking distance to several parks, restaurants, and Hilldale Shopping Center. 

As the Customer Service Services Product Line Owner, you will be primarily responsible for ensuring the greatest business value and proper functionality of products and solutions for the distinctive information technology and data systems supporting customer service operations for the agency’s public employee retirement, insurance, and other benefit programs. This includes maximizing the value of solutions by ensuring that they, both individually and collectively, meet all business requirements and customer experience needs while supporting an aligned agency vision and strategy throughout their entire product lifecycle (i.e. development, implementation, production support and maintenance, integration, upgrade, enhancement, and decommission). 

You will manage product visions, strategies, and roadmap priorities across the entire Customer Services Product Line. This includes coordinating and overseeing functions and activities of multiple product owners within the customer services product line and collaborating across multiple business areas to perform highly complex business analysis, including technical and data management considerations and large-scale end-to-end business process transformations. This also includes leadership and participation across several product and scrum teams. You will also be responsible for project management activities. In addition, you will provide expert-level direction, guidance, and consultation on policy, business, and technical issues to executives, management, staff, vendor partners, and customer groups.

Please review the position description for more information.

This position is in classification IS Business Automation Consultant/Admin (pay schedule/range 07-32), with an annual salary of $109200 - $129750 annually, plus excellent benefits. 

Pay for current and new state employees will be set in accordance with the Wisconsin State Compensation Plan in effect at the time of appointment.

To learn more about ETF’s total compensation package, please visit our Total Rewards Calculator!

ETF offers hybrid remote/office work. If interested in hybrid remote/office work, this can be discussed in more detail during the interview process. The selected employee(s) must report to ETF’s office on the first day of employment.  In addition, the employee may need to report to ETF on short notice as operational needs require. All employees are expected to be headquartered and work within the state of Wisconsin.

ETF does not sponsor work visas. Any appointment made will be contingent on the applicant being able to prove valid status to work in the United States.

Prior to any appointments for position(s) filled from this announcement, candidates may be subject to a comprehensive criminal background check to determine whether the circumstances of any conviction may be related to the duties required of the position.

A 1-year probationary period will be required.

Minimally Qualified candidates will have experience in all of the following:

• Experience applying technology solutions (i.e., introducing, growing, or replacing technology) to meet business needs.
• Experience leading technology changes to business operations or processes in alignment with organizational strategic direction. 
• Experience overseeing or leading other staff to ensure alignment, coordination, and collaboration across product lines

In addition, Highly Qualified candidates will also have experience with some of the following:

• Experience participating in a lead or major role in the full life cycle of a technology product or set of products
• Experience with product management in an insurance, pension, or related benefits field.
• Experience administering contracts related to technology solutions, including monitoring vendor compliance.

To apply, click “Apply for Job” to start the application process. Follow the steps outlined in the application process and submit your application. To be considered for this position, you must attach a resume and letter of qualifications addressing your training and experience with the qualifications listed above. 

Your letter of qualifications and resume are very important parts of your application and are used during our evaluation process to determine your eligibility for further consideration. For helpful tips, please review our instructions for developing your resume and letter of qualifications.

Online applications that do not include all requested materials may not be considered. Submitted materials will be evaluated by a panel of job experts and the most qualified applicants will be invited to participate in the next step of the selection process. 

Permanent classified state employees who are eligible for transfer, voluntary demotion, or reinstatement should complete the application process described above by the stated deadline.

The State of Wisconsin offers a special program for qualified veterans with a 30% or greater service-connected disability.  If you are a qualified veteran, please visit the Veterans Employment page for application instructions to be considered for the Veterans Non-Competitive Appointment program.

For applicant questions or employment inquiries contact ETF Human Resources: [email protected], 608-267-2199. Please see the Frequently Asked Questions for general wisc.jobs user information and technical assistance.

ETF is an Equal Opportunity and Affirmative Action employer seeking a diverse and talented workforce. Veterans, women, people of color, LGBTQIA+, and people with disabilities are encouraged to apply. We provide reasonable accommodations to qualified applicants and employees with disabilities.

Application materials are due by 11:59 pm on October 29, 2026.