Principal, Digital Product Owner

Job description

JOB TITLE : Principal, Customer Support & Satisfaction Digital Product Owner Exp - 10-13 yrs Location - Bangalore (Hybrid) ACTIVITIES - AREAS OF JOB RESPONSIBILITY The Product Owner is responsible for defining, prioritizing, and delivering enhancements to the Customer Support & Satisfaction Digital Products. This role acts as the bridge between business stakeholders and the development team, ensuring that the Digital Product aligns with customer needs, business objectives, and operational efficiency. Your impact is realized through the successful delivery of innovative digital products that not only drive customer satisfaction but also contribute to business growth and competitive advantage As an individual contributor, you apply specialized expertise in digital product management, utilizing your technical knowledge to identify challenges, conduct research, and develop new solutions to address product-related issues. 1/ Main missions Drives the strategy and long-term vision for digital products in your scope by translating Business vision into execution plan & roadmap and ensuring maximum value is delivered to customers and stakeholders Defines and prioritizes the product backlog, aligns product development with market needs and business objectives; oversees the product entire lifecycle (inception to launch) Leads the development and evolution of digital products that meet and exceed customer expectations, while also aligning with broader business goals Partners with Project Manager, Deployment Manager and Change Leader to ensure risks are addressed, roadblocks are overcome Collaborates with Technology Providers to ensure smooth realization of targeted roadmap, investigation of new features with the aim of securing constant evolution in alignment with the company’s digital journey Follows the Support Process to secure the right level of solution knowledge is available to the Support team Drives innovation initiatives for the Digital Products in his scope 2/ Responsibilities The Product Owner is responsible for driving the digital vision of the Digital Product in scope, identifying key stakeholders and developing a strong engaging relationship with them, overseeing the delivery end to end, following up with the Support needs and the Adoption evolution along with overseeing measures to drive the targeted business value. Defines and prioritizes the product backlog, aligning product development with market needs and business objectives Drives the Functional Analysis and Design of Business Use Cases and delivers the functional specifications required for technical design and delivery Collaborates closely with the technical delivery team during the Build Phase by scheduling and animating regular Stand up calls, Demos and Build Reviews Contributes to the User Acceptance Test Sessions by securing that all identified gaps and bugs are addressed Collaborates closely with the Training Specialist and the Network of Excellence Manager as well as the Change Leader to ensure due Release communication content Collaborates with the QA Team to ensure Regression Testing activities are duly executed; ensures that new developed functionalities are included in the non Regression test Package for future Releases Responsible to continuously analyze product performance to make data-driven decisions for ongoing improvement. Other key aspects of the Role: You are recognized as an expert in digital product management, with a direct influence on achieving operational results across the organization. You work on moderately complex matters, applying in-depth knowledge of digital product management and a broad understanding of the industry. You regularly exercise independent judgment to solve moderately complex problems, often navigating ambiguous situations. You also provide guidance, review the work of others, and may serve as a project lead for medium to large-scale product initiatives. 3/ Profile and Competences Education: Bachelor's degree in business, engineering, computer science, or related field; MBA or relevant certifications are a plus Work experience in IT: 5 to 10 years Proven solid experience as a Product Owner or similar role, preferably in managing CRM Customer support related applications as well as AI-driven products; past experience with Salesforce & MS Dynamics is a plus Solid understanding of CRM ecosystem (Case Management, Customer Journeys) as well as experience with CRM integrations: digital channels, analytics, telephony Strong understanding of agile methodologies, product development lifecycle, and user-centered design principles as well as proven experience in backlog management, prioritization and sprint planning Ability to write clear user stories, acceptance criteria and product requirements In-depth knowledge of automation, AI technologies, and their application in customer support environments Ability to balance strategic thinking with a hands-on, execution-focused approach Strong analytical skills with ability to leverage Data and KPIs Past experience in multi-cultural work environment is required Excellent communication skills with the ability to collaborate effectively with diverse teams and stakeholders spread across multiple geographies Requested languages: The applicant should be perfectly fluent in English (both spoken and written) Personal abilities or skills: Rigorous and detail-oriented Excellent communication skills Strong organizational skills Proactive and dynamic Comfortable in working in an international environment Experience on Salesforce CRM is required Knowledge in JavaScript, HTML, CSS and SQL is a plus Experience with Svelte Framework is a plus Experience with SCRUM or SAFe methologies is a plus Full proficiency in Microsoft Office tools Rewards designed for you Our Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and benefits—it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page. * Country-specific programs and initiatives may be available. Looking to make an IMPACT with your career? When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one. Become an IMPACT Maker with Schneider Electric – apply today! €40 billion global revenue +9% organic growth 150 000+ employees in 100+ countries You must submit an online application to be considered for any position with us. This position will be posted until filled. Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.