Digital products playa central rolein how we create value for customers, support the teams who serve them, and shape the consumer experience. Our product organization brings together small, empowered teams that move with clarity, speed, and purpose, enabling digital to be a meaningful source of advantage across our operating unit.
Our work touches on the experiences that keep the business running, including customer journeys, service delivery, sales workflows, and the systems that connect them. We are raising our standards for product craft and rebuilding the platforms behind these experiences. Product Managers playa central rolein this evolution, helping teams discover the right problems, deliver meaningful solutions, and continuously improve the experiences that power our business.
If you are energized by solving real customer problems, working closely with cross-functional partners, and shaping products that make a tangible difference, we would love to meet you.
TheSeniorProduct Manager for CustomerOperational Excellenceowns the digital tools that help customers resolve issues with their equipment,reporting problems, troubleshooting, tracking progress, and knowing what to expect next. You will focus on making these interactions clearer and easier, reducing uncertainty at moments when customers need reliable support.
You’llguide your team in simplifying key tasks, improving transparency, and surfacing the information customers need to move forward with confidence. As equipment becomes more connected,you’llalso explore opportunities to bring meaningful insight into equipment status, health, and expected needs,helping customers stay informed and resolve issues more proactively.
This role is a good fit for someone who enjoys improving customer-facing workflows and sees the potential to turn a traditionally reactive process into an experience that feels more intuitive,timely, and insight-driven.
Product Ownership & Strategy
Own the vision, outcomes, and roadmap for the Customer Operational Excellence experience
Define the most important customer and business problems to solve, with clear, measurable success metrics
Balance near-term improvements with longer-term opportunities to make service interactions more proactive, transparent, and insight-driven
Lead discovery through customer research, data analysis, prototyping, and experimentation
Translate insight into clear priorities, roadmaps, and product requirements
Partner closely with design and engineering to deliver solutions that are valuable, usable,feasible, and aligned to strategy
Continuously iterate based on performance data, customer feedback, and operational signals
Customer Experience & Insight
Build deep understanding of customer service and equipment-support workflows, especially moments of uncertainty or friction
Improve clarity, transparency, and confidence across issue reporting, troubleshooting, and status tracking
Explore opportunities to surface meaningful insight from connected equipment, diagnostics, or service data
Influencing; Microsoft Azure; Business Processes; Software Development; Waterfall Model; Agile Methodology; Microsoft Office; Risk Mitigation Strategies; Application Development; Strategic IT; Software Development Life Cycle (SDLC); Change Management; Vendor Management; Process Improvement Plans; Business Value Creation; Negotiation
