Product Owner

Product Owner, ServiceMax

Role Overview

The Product Owner will be part of the Customer Experience Center of Excellence (Cx COE) and will report to the CX Product Management Leader. The position is responsible for the planning and implementation of digital solutions across global service organizations for our HVAC segments. He/she will execute digital customer experience strategies and lead planning and execution cycles in agile delivery model for multiple initiatives.

Primary Responsibilities

• Leads and completes discovery workshops to validate digital strategies and define implementation plans
• Enforces global standards for ServiceMax toolset.
• Acts as a customer advocate in articulating business needs to engineering teams.
• Drives a consolidated ServiceMax product roadmap and own the team (pod) implementation and capacity.
• Leads and manages implementation teams from roadmap definition, defining new initiatives, features, thru user story grooming and execution
• Drives the Minimum Viable Product concept in the organization and scopes releases to continuously deliver greater value
• Regularly reviews and tests completed features to ensure the product meets business expectations
• Works closely with engineering teams to align product delivery timelines with engineering capacity and velocity
• Communicates product delivery status and any risks or deviations from plan
• Engages with engineering teams in scrum ceremonies (sprint planning, daily stand-ups, demos, retrospective, etc.) and has the capability to lead as needed
• Publishes release notes for every product release
• Demonstrates product expertise and provides demos to customers as needed. Understand the needs of the consumers, internal teams, and 3rd parties related to specific capabilities of ServiceMax platform to deliver continuous improvements.
• Collects and reports on key product metrics (NPS, active user count, session duration, usage, etc.)
• Manages and reports out on product enhancement requests and support tickets
• Qualifications
• A minimum of 5 years experience with the Salesforce.com field service products and technologies, focus on ServiceMax; certifications preferred but not required
• Minimum of 8 years of experience within the information technology and/or increasing responsibilities within a related or relevant area of business.
• Minimum of 5 years of proven, hands-on experience in Agile methodologies in a working environment demand prioritization, planning, and execution to deliver software solutions.
• Demonstrated knowledge of DevOps and CI/CD principles.
• Demonstrated success working in a team environment and ability to collaborate cross-functionally and in different geographic locations.
• Proven ability to influence cross-functional teams without formal authority.
• Proven experience in communicating software product benefits and status.
• Ability to effectively manage and motivate high performing software teams.
• Exceptional communication and organizational skills to manage diverse stakeholder relationships.
• Exceptional analytical, critical thinking, and problem-solving abilities.
• Adaptable and capable of working in fast-paced environments.
• Experience in implementing and supporting Force.com products.
• Domain knowledge in industrial products and services. Any knowledge in HVAC Field Services would be a plus.
• Key Skills
• Strong analytical, strategical, and creative problem-solving skills.
• Experience mentoring, coaching, developing and inspiring people and teams.
• Comfort building repeatable, reusable software components to enable speed of delivery
• Team player with a positive, collaborative work ethic.
• Cross-functional leadership skills, with the ability to make critical decisions and influence.
• Business owner mentality, willingness to roll up your sleeves and do whatever is necessary.
• Education / Certifications
• Bachelor’s Degree in Computer Science, Management of Information Systems, or related business discipline(s). Scrum Master certified preferred.