Global Product Owner - Customer Service

Description

You will set the vision and manage the business side of the technology behind global customer service operations, with the aim of raising business value, adoption, usability and performance.

You link global teams, operations and IT, turning service strategy and operational needs into a scalable roadmap for Salesforce Service Cloud (SF360), SAP S/4HANA, telephony, AI-enabled tools and other customer service applications.

You own the backlog, set priorities and drive results in customer experience, operational efficiency, compliance, data integrity and revenue.

You work with Customer Service, Planning, Logistics, Finance, Quality, Compliance, Post Market Surveillance and IT to set priorities, shape solution design, settle tradeoffs and align technology spending with business goals.

You cover the full product lifecycle, from strategy and roadmap through release planning, adoption, change management, support and continuous improvement.

This is a business product ownership role, not an IT delivery role.

Responsibilities

• Define and maintain the global product vision and strategy for customer service platforms.
• Build and manage multi-year roadmaps that support business objectives and customer service transformation.
• Assess opportunities by their effect on customer experience, efficiency, compliance, scalability and revenue.
• Weigh business priorities, user experience, technical debt, platform sustainability and regulatory needs against each other.
• Run process-discovery workshops and lead future-state process design.
• Find opportunities for automation, AI and digital transformation across customer service operations.
• Drive global standardization and harmonization of service processes.
• Support Lifecycle Revenue Management (LRM) and future-state service operating models.
• Own the global customer service technology enhancement requests and the backlog.
• Rank enhancements, defects and strategic initiatives by business value and organizational goals.
• Weigh competing stakeholder requests and make the final business prioritization call based on enterprise value.
• Write clear product requirements, user stories, business outcomes and acceptance criteria.
• Act as the main business decision-maker through each delivery cycle, taking part in sprint planning, backlog refinement, reviews and release planning.
• Review and approve business requirements, functional designs and user stories, and clarify business intent for IT and delivery teams.
• Work with business analysts and solution architects so solutions fit the product vision, business objectives, platform standards and enterprise architecture.
• Accept or reject completed work against the acceptance criteria.
• Influence cross-functional teams and build alignment across Customer Service, Finance, Supply Chain, Regulatory, Quality and IT.
• Present roadmap updates, investment proposals, risks and outcomes to senior leadership.
• Serve as the primary escalation point for business prioritization on supported platforms.
• Track performance, adoption metrics, incident trends and user feedback, and lead root-cause analysis of recurring issues.
• Identify ways to cut manual work, improve data quality and streamline business processes.
• Create success metrics and KPI frameworks to measure business outcomes.
• Represent the voice of the customer and the voice of the user across the product lifecycle, and improve user experience, workflow efficiency and service effectiveness.
• Set up feedback loops with global customer service teams.
• Lead change management and user adoption, working with training teams and business leaders on new capabilities.

Requirements

• B.S. or higher in computer science, business management, project management or a related field preferred.
• A non-technical degree is acceptable alongside equivalent complex experience.
• 8+ years supporting customer service, order management, CRM, ERP or customer experience platforms.
• 3+ years as a product owner, product manager, business lead or in an equivalent business systems ownership role.
• Experience supporting global organizations and operating models.
• Experience in a regulated industry; medical device experience preferred.
• Demonstrated experience owning product strategy, business roadmaps and backlog prioritization.
• Experience leading Agile delivery teams and taking part in Scrum ceremonies.
• Proven ability to influence leaders and align cross-functional teams without direct authority.
• Deep understanding of order management, customer service operations, complaint handling, returns, exchanges (RMA/AEX) and contact center processes.
• Solid understanding of customer experience, digital transformation, automation and AI-enabled business solutions.
• Strong experience with Salesforce Service Cloud, SAP ECC and/or SAP S/4HANA, and the wider customer service technology ecosystem.
• Experience supporting telephony and contact center technologies.
• Strong data-driven decision making, supported by reporting and analytics platforms.
• Experience defining KPIs, adoption metrics, ROI measures and success criteria.
• Excellent executive communication, presentation and stakeholder management skills.

Conditions

Proof of current vaccination against certain diseases, including COVID-19, may be required; details vary by role.

Some roles may be subject to U.S. export controls for applicants who are nationals of countries under embargo or sanctions.

Export licensing can take 3 to 6+ months, and a Technology Control Plan (TCP) typically adds 2 weeks to hiring.

For export-controlled roles, offers depend on an approved export license and/or an executed TCP before the start date, within a timeframe that does not unreasonably delay hiring.

Applicant information is used to decide whether an export license or TCP is needed, and candidates are told of any steps required.

Qualified applicants with arrest or conviction records are considered in line with fair chance laws.

The role may be filled at a different job level depending on business need and the selected candidate's experience, knowledge and skills.

Pay is based mainly on the job level the role is filled at and the candidate's qualifications, consistent with applicable law.