Principal Digital Product Owner

Overview

Overview:

In this role, you will be working in a fast-paced, Agile environment with a diverse team that possesses a true passion for technology, transformation, and outcomes. You will play a critical role in the implementation of Waters digital web platform, harnessing the power of AI, customer data, and modern digital technologies for the changing future of Waters.com.

The Principal Digital Product Owner will drive the product vision, strategy and roadmap for Waters end-to-end digital support and service platforms on Waters.com. This role collaborates with senior stakeholders across Waters Division to set a short- and long-term strategic vision that will evolve and optimize both the platform and business processes supported by the platform. This role will be involved in both large-scale, transformational, company-wide initiatives as well as the continuous efforts to evolve platform features. A self-starter attitude, excellent communication, and dedication to innovation are critical to this role.

• Work directly with business stakeholders to enable a global digital service and support experience that enables customer success and creates a 360-degree customer view.
• Ensure that maximum business value is consistently reflected in a well-maintained backlog that reflects prioritization based on the key business drivers of increasing internal efficiencies and customer engagement.
• Own and drive the product vision. Define the long-term strategic direction for the support portal, ensuring it provides an intuitive experience for customers

• Acquire and maintain an excellent understanding for business processes and Waters' industry
• Analyze existing business processes and identify areas for improvement
• Translate business requirements into actionable user stories, high level prioritization and product value metrics and clearly communicate requirements to IT staff through user stories
• Continuously drive alignment of the vision with key global stakeholders
• Continuously improve backlog with the team, ensuring all items are clearly described, estimated, and prioritized
• Orchestrate the scrum team to streamline the execution of priorities and ensure high quality delivery
• Validate delivered work against acceptance criteria and agreed upon "definition of done"
• Ensure customer-centric thinking is the basis for all decision-making, considering user pain points and utilizing industry best practices to deliver a well-positioned product
• Clearly communicate direction and priorities across all stakeholders
• Monitor platform performance utilizing measurable KPIs

• Ability to manage enterprise-level requirements tailored to global needs, across business functions, creating a vision and road map for the evolution of the digital service and support experience
• Ability to independently lead and influence employees in various organizations, including, Product, Marketing, Global Services and IT
• Skilled at fostering a high-performing team environment, building constructive and effective relationships and gaining trust and support from stakeholders and other team members
• Can negotiate skillfully in tough situations and settle differences with minimum noise
• Communicates a compelling and inspired vision, and can break down the vision into deliverable components
• Ability to collaborate in making sound product design decisions based on internal business requirements, platform best practices and industry standards
• Strong business judgment and decision-making skills; ability to identify, prioritize, and articulate highest impact platform changes
• Strong problem-solving skills, with energy & enthusiasm for solving unknowns
• Ability to make good and timely decisions that keep the organization moving forward
• Ability to work in conjunction with IT resources and design estimate the level of effort, dependencies, blockers, and contingencies
• Outstanding verbal and written communication skills

• Bachelor's Degree required; Degree (Bachelor's or Masters) in Business or Product Design preferred
• 7+ years of experience in digital programs in a product role, preferably customer support or service focused
• Agile/Scrum Product Owner certification or equivalent experience preferred
• Familiarity with Agile process management tools such as JIRA required
• Familiarity with web platforms, specifically Adobe Experience Manager preferred