The Great Product Owner: The Humble Leader Who Served His Team
“He was there, he was present, he was serving the team.” – Carmela Then
Carmela worked with a Product Owner at a bank who embodied everything servant leadership should look like. This wasn’t a PO who lorded his business expertise over the team—instead, he brought cookies, cracked jokes, and made everyone feel valued regardless of their role. He knew the product landscape intimately and participated in every refinement session, yet remained approachable and coachable.
When team members came to him confused about stakeholder requests, he willingly stepped in as a mediator. Perhaps most impressively, he actively worked to break down the hierarchical mindset that often plagues traditional organizations. In the beginning, testers felt they couldn’t question the business analyst or Product Owner.
By the end, QA team members were confidently pointing out missing scenarios and use cases—and the PO would respond with genuine appreciation: “Oh yes! We missed it! Let’s prioritize that story for the next sprint.” This PO understood that his role wasn’t to have all the answers, but to create an environment where anyone could contribute their expertise. The result was a truly flat, collaborative Scrum team operating exactly as Scrum was designed to work.
Self-reflection Question: How accessible are you to your team, and do you create an environment where anyone—regardless of role—feels comfortable challenging your thinking?
The Bad Product Owner: When Expertise Becomes a Barrier to Collaboration
Read the full Show Notes and search through the world’s largest audio library on Agile and Scrum directly on the Scrum Master Toolbox Podcast website: http://bit.ly/SMTP_ShowNotes.
“He knows everything himself, and everything is in his head. So nobody else knows what he has in his head.” – Carmela Then
Carmela describes a Product Owner who wasn’t a bad person—in fact, he was incredibly capable. He knew the business from front to back, understood the systems intimately from years of analyst work, and could even write pseudocode himself. The problem? His very competence became a barrier to team collaboration.
Because he knew so much, he struggled to articulate his ideas to others. Frustrated that developers couldn’t read his mind, he started writing the code himself and handing it to developers with instructions to simply implement it. The result was disengaged developers who had no understanding of the bigger picture, and a PO who was drowning in work that wasn’t his to do.
Carmela approached this with humility, asking what she calls “dumb questions” and requesting that he draw things on paper so she could understand. She made excuses about her “bad memory” to create documentation that could be shared with the whole team.
Over multiple Program Increments, she gently coached him to trust his team: “You are one person. Please let the team help you. The developers are great at what they do—if you share what you’re trying to achieve, they can write code that’s more efficient and easier to maintain.” Eventually, he learned to let go of the coding and focus on what only he could do: sharing his deep business knowledge.
Self-reflection Question: As a leader, what tasks are you holding onto that you should be delegating—and what is your reluctance costing your team?
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About Carmela Then
Carmela is a Senior Business Analyst with 15+ years in financial and mining sectors. A Certified and Advanced ScrumMaster, she excels in leading agile initiatives, delivering business value, and aligning technical outcomes with strategic goals.
You can link with Carmela Then on LinkedIn.
