Global Product Owner- Customer Service
Core
Maximizes business value and performance of global customer service technology platforms and processes, translating strategy into a scalable roadmap for Salesforce Service Cloud, SAP S/4HANA, and AI-enabled solutions.
Role type
Senior business product owner (customer service platforms)
Builds
Scalable roadmaps for Customer Service platforms (Salesforce, SAP, telephony, AI) to drive operational efficiency and customer experience
Domain
Healthcare technology / Customer Service operations / Digital transformation
Required skills
Product strategy and roadmap definition, backlog prioritization, Agile delivery leadership, stakeholder influence without direct authority, process transformation and automation, data-driven decision-making, change management, regulatory compliance understanding
Preferred skills
Medical device industry experience, experience with Order Management and CRM/ERP platforms, telephony and contact center technologies expertise
Technologies
Salesforce Service Cloud, SAP S/4HANA, SAP ECC, AI-enabled solutions, telephony platforms
Responsibilities
Define global product vision and multi-year roadmaps, manage technology enhancement requests and prioritize based on business value, lead process-discovery workshops and future-state design, serve as primary business decision-maker in delivery cycles, present investment recommendations to senior leadership, monitor solution performance and adoption metrics
Seniority
Senior, hands-on IC
