Global Product Owner- Customer Service

Job description

Job responsibilities

• Define and maintain the global product vision and strategy for Customer Service platforms.
• Develop and manage multi-year product roadmaps aligned with business objectives and Customer Service transformation initiatives.
• Evaluate opportunities based on their potential to improve customer experience, operational efficiency, compliance, scalability, and revenue outcomes.
• Balance business priorities, user experience, technical debt, platform sustainability, and regulatory requirements.
• Lead process-discovery workshops and future-state design initiatives.
• Identify automation, AI, and digital transformation opportunities across Customer Service operations.
• Drive global standardization and harmonization of Customer Service processes.
• Support Lifecycle Revenue Management (LRM) and future-state service operating models.

Job requirements

• Education: B.S. or higher in Computer Science, Business Management, Project Management or related field preferred
• Non-technical degree with equivalent complex experience acceptable
• 8+ years of experience supporting Customer Service, Order Management, CRM, ERP, or Customer Experience platforms.
• 3+ years of experience as a Product Owner, Product Manager, Business Lead, or in an equivalent business systems ownership role.
• Experience supporting global organizations and operating models.
• Experience working in a regulated industry; medical device experience is preferred.
• Demonstrated experience owning product strategy, business roadmaps, and backlog prioritization.
• Experience leading Agile delivery teams and participating in Scrum ceremonies.