Global Product Owner- Customer Service

Job description

Primary Function of Position

The Global Customer Service Product Owner maximizes the business value, adoption, usability, and performance of the technology platforms and processes that support global service operations. Serving as the conduit between global teams, operations, and IT, this role translates customer service business strategy and operational needs into a scalable roadmap for Salesforce Service Cloud (SF360), SAP S/4HANA, telephony platforms, AI-enabled solutions, and other Customer Service applications.

The Product Owner defines the product vision, manages and prioritizes the backlog, drives roadmap execution, and ensures solutions deliver measurable results in customer experience, operational efficiency, compliance, data integrity, and revenue enablement. The Product Owner collaborates with Customer Service, Planning, Logistics, Finance, Quality, Compliance, Post Market Surveillance, and IT to set priorities, guide solution design, resolve tradeoffs, and align technology investments with strategic business goals.

This role manages the full lifecycle of supported products, from strategy and roadmap development through backlog prioritization, release planning, adoption, change management, operational support, and continuous improvement.

Note

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

Roles and Responsibilities

Product Strategy and Roadmap 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.

Process Transformation and Innovation 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. Backlog and Prioritization Own and manage the global Customer Service technology enhancement requests Prioritize enhancements, defects, and strategic initiatives based on business value and organizational objectives.

Evaluate competing stakeholder requests and make final business prioritization decisions based on overall enterprise value. Define clear product requirements, user stories, business outcomes, and acceptance criteria. Delivery and Solution Governance Serve as the primary business decision-maker throughout delivery cycles. Participate in sprint planning, backlog refinement, reviews, and release planning. Review and approve business requirements, functional designs, and user stories.

Clarify requirements and business intent for IT and delivery teams. Partner with Business Analysts and Solution Architects to ensure solutions align with the product vision, business objectives, platform standards, and enterprise architecture principles. Accept or reject completed work against defined acceptance criteria. Stakeholder Leadership and Communication Influence cross-functional teams. Build alignment across Customer Service, Finance, Supply Chain, Regulatory, Quality, and IT.

Present roadmap updates, investment recommendations, risks, and business outcomes to senior leadership. Act as the primary escalation point for business prioritization decisions related to supported platforms. Performance and Continuous Improvement Monitor solution performance, adoption metrics, incident trends, and user feedback. Lead root-cause analysis for recurring issues. Identify opportunities to reduce manual work, improve data quality, and streamline business processes.

Develop success metrics and KPI frameworks to measure business outcomes. Customer and User Experience Represent the Voice of the Customer and Voice of the User throughout the product lifecycle. Improve user experience, workflow efficiency, and service effectiveness. Establish feedback loops with global Customer Service teams. Lead change management and user adoption activities. Partner with training teams and business leaders to support successful adoption of new capabilities.

Qualifications

Skill/Job Requirements Minimum requirements in order to adequately perform the responsibilities of this position are as follows: Education: B.S. or higher in Computer Science, Business Management, Project Management or related field preferred Non-technical degree with equivalent complex experience acceptable

Professional Experience

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. Product and Delivery Leadership Demonstrated experience owning product strategy, business roadmaps, and backlog prioritization.

Experience leading Agile delivery teams and participating in Scrum ceremonies. Demonstrated ability to influence leaders and drive cross-functional alignment without direct authority. Business Process Expertise Deep understanding of Order Management, Customer Service operations, complaint handling, returns, exchanges (RMA/AEX), and contact center processes. Strong understanding of customer experience, digital transformation, automation, and AI-enabled business solutions.

Technology Experience Strong experience with Salesforce Service Cloud, SAP ECC and/or SAP S/4HANA, and broader Customer Service technology ecosystems. Experience supporting telephony and contact center technologies. Analytics and Performance Management Strong data-driven decision-making skills, supported by reporting and analytics platforms. Experience defining KPIs, adoption metrics, ROI measures, and success criteria.

Communication and Stakeholder Management Excellent executive communication, presentation, and stakeholder management skills