Product Owner-Retail & Customer Loyality

Job description

At EZCORP we are a growing team focused on creating and changing the pawn industry as we know it today. We believe that our platform enabled lending and e-commerce solutions will revolutionize our ability to attract, engage and service our customers across the United States, Mexico and Latin America. Join us now for an opportunity to be a part of a team that wants to provide access to short-term cash for every person – everywhere! The Company: Founded in Austin in 1989, EZCORP has grown into a leading provider of pawn loans in the United States, Mexico and Latin America. We are dedicated to satisfying the short-term cash needs of consumers who are both cash and credit constrained and providing an industry-leading customer experience. What’s in it for you: Ground Floor opportunity with EZCORP, a company with a start-up, purpose-driven mentality where innovative and agile problem solving are part of our DNA along with competitive compensation and benefits. Address: Guatemala Product Owner - Retail & Customer Loyalty Programs Role Overview EZCORP is seeking a Product Owner - Retail & Customer Loyalty Programs to support the delivery of digital products that improve customer engagement, loyalty participation, retail execution, and omnichannel store experiences across EZCORP’s pawn store network and digital platforms. This role will work closely with Product Managers, engineering, UX/UI, marketing, analytics, store operations, compliance, and business stakeholders to translate retail and loyalty strategy into user stories, acceptance criteria, workflows, and sprint-ready backlog items. The ideal candidate should have strong Product Owner experience in retail technology, loyalty programs, CRM, customer engagement, promotions, or omnichannel digital products, with the ability to support Agile delivery in a store-led, customer-focused environment. Key Responsibilities Loyalty Program & Customer Engagement Execution Support delivery of loyalty, rewards, promotions, customer engagement, and retention capabilities across digital and store channels. Translate loyalty program requirements into detailed user stories, acceptance criteria, business rules, and customer workflows. Partner with marketing, analytics, and operations teams to support rewards enrollment, points earning and redemption, promotional campaigns, targeted offers, and customer lifecycle engagement. Help improve loyalty participation, repeat visits, customer retention, and known-customer transaction visibility. Retail Experience & Store Operations Support Support digital products that improve the customer experience across EZCORP’s pawn store network, including web, mobile, in-store, and associate-assisted workflows. Define omnichannel retail journeys that connect store operations, customer identity, inventory visibility, payments, layaway, extensions, and digital engagement tools. Collaborate with store operations teams to ensure product features are practical, usable, and aligned with real store workflows. Support enhancements that reduce operational friction for store teams and improve customer service speed, consistency, and satisfaction. Backlog Ownership & Agile Delivery Own and manage the product backlog for assigned retail experience, loyalty, CRM, and customer engagement initiatives. Convert strategy, stakeholder inputs, business needs, and customer feedback into clear, prioritized, and sprint-ready backlog items. Write detailed user stories, acceptance criteria, functional requirements, workflows, and edge-case scenarios for engineering and QA teams. Participate in sprint planning, backlog refinement, daily stand-ups, demos, retrospectives, and release planning. Customer Identity, CRM & Promotions Support capabilities related to customer profiles, known-customer identification, CRM integrations, marketing automation, rewards history, and customer communication preferences. Define workflows for promotional offers, campaign eligibility, customer segmentation, notification triggers, and redemption experiences. Support integrations with loyalty platforms, CRM systems, POS, marketing technologies, analytics tools, and customer communication platforms. Data, Metrics & Continuous Improvement Monitor product performance using customer engagement, loyalty participation, repeat transaction, retention, campaign performance, and store adoption metrics. Use analytics, customer feedback, store feedback, and operational data to identify backlog improvements and product optimization opportunities. Support A/B testing, campaign analysis, funnel review, and post-release measurement for loyalty and customer engagement features. UAT, Quality & Release Readiness Support user acceptance testing by defining test scenarios, validating delivered functionality, and confirming alignment with acceptance criteria. Work with QA and engineering teams to validate customer-facing, store-facing, CRM, loyalty, promotions, payments, and operational workflows. Track defects, requirement gaps, edge cases, enhancement requests, release readiness, and post-release issue triage. AI-Enabled Engagement & Product Delivery Use AI-enabled tools to improve product documentation, workflow analysis, user story creation, research, backlog refinement, and test scenario preparation. Collaborate with Product Managers, engineering, analytics, and data teams on AI-enabled capabilities such as personalization, customer segmentation, targeted promotions, recommendations, and predictive engagement insights. Evaluate practical AI use cases that improve loyalty participation, customer retention, retail productivity, and customer service experiences. Digital Commerce & Pawn Marketplace Support Support retail-connected digital commerce workflows such as inventory discovery, product visibility, online browsing, store pickup, resale readiness, and customer engagement around pre-owned merchandise. Assist with requirements involving pawn-related customer journeys such as loan engagement, online payments, renewals, extensions, redemption reminders, and store follow-up workflows. Required Experience 5+ years of experience as a Product Owner, Business Analyst, Product Analyst, or Digital Product professional. Experience supporting loyalty programs, CRM platforms, retail technology, customer engagement products, marketing technology, or omnichannel digital products. Strong experience working in Agile product development environments using Scrum or Kanban. Proven ability to manage product backlogs, write user stories, define acceptance criteria, and support sprint delivery. Experience supporting UAT, release validation, defect triage, and production readiness. Ability to work closely with engineering, QA, UX/UI, analytics, marketing, operations, and business stakeholders. Practical fluency with AI-enabled tools and AI-assisted workflows for documentation, research, analysis, and product delivery. Preferred Experience Experience with loyalty platforms, rewards programs, customer retention tools, CRM, marketing automation, or personalization engines. Background in retail, pawn, resale commerce, financial services, luxury resale, jewelry, or high-transaction customer environments. Familiarity with POS systems, store operations, inventory management, payments, layaway, online payments, or browse-online/purchase-in-store workflows. Exposure to customer segmentation, predictive analytics, targeted promotions, campaign measurement, or lifecycle marketing. Experience working with tools such as Jira, Confluence, Azure DevOps, Figma, analytics platforms, CRM systems, or product management tools. Experience supporting AI-enabled customer engagement, personalization, recommendations, or automation capabilities. Preferred Certifications Certified Scrum Product Owner (CSPO) or equivalent Agile certification Certified ScrumMaster, SAFe Product Owner/Product Manager, or similar Agile certification Product Owner, Business Analysis, Product Management, or customer engagement platform certification What Success Looks Like Success in this role will be measured by the ability to: Maintain a clear, prioritized, and sprint-ready backlog for loyalty, retail experience, CRM, and customer engagement initiatives. Deliver high-quality user stories and acceptance criteria that reduce ambiguity for engineering and QA teams. Support timely delivery of loyalty, promotions, customer engagement, and omnichannel retail features. Improve adoption, participation, and measurable performance of loyalty and customer engagement programs. Help strengthen customer identity, known-customer visibility, repeat engagement, and retention across store and digital channels. Support smoother store execution and improved customer experience across retail and digital touchpoints.