Senior Product Owner – Customer Service Technology
PUMA SE (company site, opens in a new tab)7+ yrsPuneOn-siteDirect career pageEst. 20–32 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Own and drive the product roadmap and delivery for customer service technology including CRM case management, IVR routing, self-service, and analytics across multiple channels.
- Administer, optimise, and sequence rollout of CRM/case management platform and integrations with inventory, order management, and backend systems for a unified 360-degree customer view.
- Lead cross-functional collaboration, vendor management, and change management to improve operational efficiency, reduce handle times, and enhance customer experience leveraging AI-powered support tools.
Minimum Requirements
- 7+ years overall product management experience with 4+ years in customer experience or customer service product roles.
- Hands-on, deep administration experience with a major CRM/case management platform (e.g., Salesforce Service Cloud, Zendesk) in large-scale support environments.
- Strong understanding of contact center operations, including queues, escalations, routing, workflows, and experience with system integrations (CRM, OMS, commerce).
- Work Experience Required: 7+ years in product management including 4+ years specific to customer experience/service products. Notice period: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Experienced in managing complex omnichannel customer service technology products in ecommerce or SaaS/multichannel retail environments with scale and cross-functional stakeholder engagement.
- Capable of translating customer service data, operational metrics, and AI innovations into actionable product improvements and technology roadmaps.
- Proven track record executing enterprise-scale technology rollouts, with strong vendor management, change management, and agile delivery expertise.