Scrum Master

Our client is seeking a Scrum Master to lead sprint delivery for its Voice and Chat channel teams. These teams are adopting Scrum for the first time, so this role will help build and establish process rather than inherit an existing one. The Scrum Master will partner with an Agile coach leading the transformation and will be responsible for executing ceremonies, tracking metrics, and driving continuous improvement. This is a fully remote role requiring US working hours.

Day-to-Day Responsibilities:

• Own end-to-end sprint management for the Voice and Chat teams, ensuring work is properly defined, sequenced, and tracked from planning through close
• Facilitate all Scrum ceremonies including backlog grooming, sprint planning, daily standups, sprint reviews, and retrospectives
• Ensure features and work items flow consistently through defined Scrum processes, resolving gaps and bottlenecks before they impact delivery
• Partner with Product Owners to maintain well-groomed, prioritized backlogs with clear acceptance criteria and dependencies
• Serve as the primary escalation point for impediments, surfacing blockers and driving resolution to protect sprint commitments
• Measure and report on team performance metrics including velocity, defect leakage, throughput, quality, and cycle time
• Run retrospectives that produce actionable outcomes and track improvement items to closure
• Coach team members and stakeholders on Agile best practices, building a culture of transparency and accountability
• Keep sprint data accurate and current in the team’s Agile tool as the source of truth for stakeholders

• 3+ years of experience as a Scrum Master or Agile delivery lead supporting technical product or platform teams
• Resume must show quantifiable results (KPIs, metrics, or measurable impact on team performance)
• Hands-on sprint and backlog management in Aha!, Jira, Azure DevOps, or a comparable Agile tool
• Strong facilitation skills running Scrum ceremonies across multiple concurrent teams
• Proven ability to define, measure, and communicate Agile metrics such as velocity, defect leakage, and delivery quality
• Ability to collaborate across technical teams, product owners, and senior stakeholders in a matrixed environment
• Excellent written and verbal communication, including translating delivery data into clear narratives for leadership
• Ability to work US business hours (any US time zone), * Experience leading teams through a first-time adoption of Scrum/sprints
• Change management experience driving process adoption alongside an Agile coach
• Adaptability across tools, platforms, and methodologies (SAFe or other frameworks welcome)
• CSM, SAFe Scrum Master, or equivalent Agile certification
• Experience supporting contact center, voice, or digital channel technology teams
• FinTech background or knowledge of HSAs, FSAs, commuter benefits, or other consumer-directed benefits