Global Business Product Owner, 360 Customer

This role will be based remotely from home from any location globally with no expectation to travel into the office. The Global Business Product Owner, 360 Customer Servicing, will play a pivotal role in Our Company’s Customer Care and Online Sales product teams and be accountable for developing and building out scalable strategies and processes for global customer facing digital products, which are reinventing the way we engage with our customers. By supporting our mission to become the best animal health company in the world, this role will bring opportunities to deliver support service value to our customers no matter the engagement channel. By delighting our customers and ensuring their everyday needs are met, you will work alongside other product owners and SMEs from right across the organisation. You will tackle new and ambitious business challenges against a backdrop of transformation and be required to find innovative ways to solve them. Reporting to the Global Customer Servicing Product Lead, you will join a passionate and growing team of Product Managers where you can really make an impact Working closely with our systems, operations, customer service and eCommerce teams, you will be responsible for owning the roadmap, and guiding new features and products from design through to launch. This position is a critical contributor to Our Company’s larger Digital Transformation initiative and, as such, will provide quarterly progress reports to Our Company’s Senior Executive Operating Committee. Be a seasoned Product Owner with extensive experience leading and operating in an agile, product development environment. This role requires a seasoned Product Owner, who has a proven track record of curiosity, a strong desire to find out how things work and enjoys bringing cross-functional teams together to serve our customer. You will act as player-coach in the leadership role, advocating and implementing agile/product ways of working - someone who can both lead and do, someone with product development and agile experience - an ambitious visionary willing to do whatever necessary to achieve success. **Responsibilities**: Working hand in hand with global Customer Care (B2B/B2C/D2C) teams to define new experiences for advisors and customers based on feedback, insights, and research Working in partnership with other Product Owners to set the vision, and lead development and delivery of a scalable 360 Customer Servicing strategy, product, and roadmap Creating the right digital integrations that help us unify data from multiple sources and enable the delivery of effortless, consistent, and personalized service Achieving this will require someone who can understand and influence; document and explain complex requirements; prioritize end to end needs, and help the technical and business teams navigate new solutions to find the optimal way to deliver quickly Conduct research and test with end users to inform product requirements Identify and solve for cross-functional dependencies Convey the value and expectation of the product to developers, vendors and stakeholders through stories, acceptance criteria and detailed descriptions Define product metrics, objectives, and key results to guide and measure the success of the product strategy to optimize Customer Care’s performance across all KPIs Build an understanding of our end-to-end commerce technology stack, current capabilities, limitations, and future roadmap opportunities Foster a culture of innovation and collaboration while creating an environment of continuous improvement Gain the sponsorship of the regional and market senior leadership on implementation, change management strategies and new ways of working. Create diverse and inclusive work environments through all aspects of talent management: recruitment, development, performance management, and succession planning. Experience in different delivery methods (agile, traditional) in large organizations Experience with product management techniques such as strategy, road mapping etc. **Required**: >5 years of commercial transformation leadership & experience translating manual Customer Care processes into developing more automated Chat Bot, Knowledge Base and Customer Service SaaS technologies within one or more of the following: DTC Retailer, SaaS - 5 years’ work experience in strategy/operations/program/category management roles Experienced in initiating and managing complex, organization wide products. Optimizing existing processes and developing new scalable/repeatable processes and best practices Seasoned Product Owner with extensive experience leading and operating in an agile, product development environment Strong foundation in core product management skills including understanding user needs, defining product requirements, defining user stories, conducting end-user tests, designing mock-ups / wireframes, building business cases Prior experience with Agile Scrum delivery teams and methodo