Digital Product - Domain Operations Lead

New Balance • Boston, MA

6d • $120,000 - $180,000 • Hybrid

About The Position

The Domain Product Operations (DPO) Lead is responsible for driving adoption, sustainment, and operational excellence for enterprise products within a specific business domain. This role serves as the bridge between global product standards and domain execution—ensuring business users successfully adopt new ways of working, issues are effectively triaged and resolved, and insights are continuously translated into improved product and operational performance. The DPO Lead operationalizes the Product Operations model across Training & Adoption and Intake & Triage, while contributing to Value Realization and Analytics‑Driven Insights. Working closely with Transformation, Technology, and business stakeholders, the DPO Lead ensures consistent execution, scalable support, and continuous improvement aligned to global standards and regional needs.

Requirements

• Bachelor's Degree or equivalent combination of skills and required experience
• 7-10 years of progressive experience in digital product management, business operations, transformation, or change enablement, with hands‑on experience driving adoption and sustainment post–go‑live.
• Proven experience operating in a global, matrixed environment, translating global standards into regionally relevant execution.
• Demonstrated ability to run intake and triage processes, improve operational efficiency, and reduce friction through continuous improvement.
• Strong analytics and problem‑solving skills, with the ability to interpret trends, identify root causes, and translate insights into action.
• Exceptional cross‑functional influence and stakeholder management skills, including the ability to lead without formal authority.

Responsibilities

• Lead domain‑level training sustainment post–go‑live, ensuring content remains current and aligned with evolving releases and sprint changes.
• Manage domain enablement channels (e.g., knowledge pages, office hours, reinforcement routines) to drive sustained adoption.
• Apply and adapt global Product Operations training standards to fit domain‑specific workflows and user needs.
• Partner with Business Change & Transformation (BCT/OCM) and Domain Product Managers (DPMs) to ensure training reflects future‑state processes, system functionality, and adoption risks.
• Build and coach a domain enablement network (e.g., super users or champions) to scale support and embed new ways of working.
• Own execution of domain‑level intake and triage using globally defined tiering, routing standards, and escalation paths.
• Ensure accurate issue categorization, efficient resolution, and timely escalation to product teams.
• Identify recurring patterns and root causes across regions, driving improvements through training updates, process enhancements, or product backlog inputs.
• Serve as the primary domain point of contact for business‑facing process issues, balancing responsiveness with sustainable, long‑term fixes.
• Partner with Value Realization and Global Product Operations (GPO) to connect adoption and triage performance to measurable business outcomes (e.g., efficiency, cycle time, error reduction).
• Use domain insights to prioritize changes that protect or expand value, particularly where low adoption or high friction threatens outcomes.
• Ensure value insights inform the domain’s quarterly roadmap, continuous improvement backlog, and governance forums.
• Monitor and report domain adoption signals and triage performance trends.
• Provide quantitative and qualitative insights to GPO, DPMs, and Value Realization partners to inform enterprise OKRs and KPIs.
• Translate insights into clear action plans, including training refreshes, communication nudges, workflow changes, and backlog priorities.
• Lead domain strategy for Product Operations execution and continuous improvement, anticipating future domain needs.
• Partner with regional business leaders to assess and prioritize market‑specific requirements aligned to global product strategy.
• Facilitate and manage regional governance forums, ensuring transparent decision‑making, cross‑functional alignment, and timely escalation of risks.
• Influence stakeholders across GPO, DPM, BCT, Technology, and Value Realization without formal authority.
• Own team growth and performance if in a people‑leader role, including coaching, capability development, and resilient ways of working.

Benefits

• Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly.
• New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K.
• We also proudly offer a slate of more nontraditional perks – opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs – that encourage our associates to grow personally as they develop professionally.
• You’ll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword – it’s part of our culture.
• Temporary associates are provided three options for medical insurance as well as dental and vision insurance and an associate discount.
• Part time associates are provided 401k, short term disability, a yearly $300 lifestyle reimbursement and an associate discount.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees