Digital Product Owner - Cat Rentals Dealer Experience

Caterpillar•Chicago, IL

18h

About The Position

Career Area: Technology, Digital and Data Job Description: Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics and AI capabilities to help our customers build a better, more sustainable world. Job Summary: As a Product Owner for Cat Rentals Dealer Experience, you will play a critical role in shaping the future of how Cat dealers interact with rental customers throughout the digital rental journey. You will own the vision, strategy, and evolution of dealer-facing capabilities that support customer engagement, rental request management, and dealer responsiveness across Cat Rentals digital platforms. This role sits at the intersection of rental business operations, dealer engagement, customer experience, and digital transformation. You will work closely with dealers, Rental & Used business teams, Microsoft and Accenture partners, and engineering teams to define and deliver capabilities that enable dealers to efficiently receive, manage, and respond to customer rental requests originating from CatRentals.com and other digital channels. You will lead the evolution from today's Dealer Management Tool (DMT) toward a modern, AI-first customer engagement platform leveraging Dynamics 365, Cat Converge Suite, Copilot Studio Agents, and intelligent workflow automation. Your focus will be on improving dealer responsiveness, reducing manual effort, streamlining customer-facing workflows, and creating a seamless experience for both dealers and rental customers. A successful candidate will bring a strong understanding of rental business processes and dealer-customer interactions, enabling them to translate business needs into scalable digital solutions and provide subject matter expertise to engineering teams building the future dealer experience.

Requirements

Knowledge of business analysis and the set of tasks, techniques and tools required to identify business needs; ability to recommend solutions that deliver value to stakeholders.
Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Knowledge of UAT activities, tasks, tools and techniques; ability to design, implement and evaluate acceptance tests for end-users.

Nice To Haves

Experience working in cross-functional environments involving business stakeholders, engineering teams, dealers, and external partners.
Experience in the equipment rental industry, dealer operations, customer service, construction equipment, or related business domains.
Understanding of the rental customer journey, including customer inquiries, reservations, quoting, contracts, fulfillment, and customer support processes.
Experience defining business processes, workflow improvements, and customer engagement strategies that support enterprise-scale digital products.
Experience leading dealer-facing initiatives, customer experience improvements, or digital transformation programs.
Familiarity with customer engagement platforms, workflow automation, AI-enabled solutions, and CRM technologies.
Experience with Dynamics 365 Customer Service, Dynamics 365 Contact Center, Copilot Studio, or similar platforms is preferred but not required.
CSPO or similar Product Management certification preferred.

Responsibilities

Own and evolve the product strategy and roadmap for dealer-facing customer engagement capabilities across the Cat Rentals ecosystem.
Serve as the primary bridge between rental business stakeholders, dealers, and engineering teams, ensuring customer-facing business requirements are accurately translated into scalable digital solutions.
Define and prioritize the product roadmap and backlog for dealer experience, customer engagement, and rental request management capabilities.
Partner with dealers and Rental & Used business teams to understand customer engagement challenges and identify opportunities to improve dealer responsiveness, customer satisfaction, and operational efficiency.
Define future-state workflows supporting the rental customer journey, including customer inquiries, rental requests, reservations, quoting, customer communications, and request fulfillment.
Lead the transformation from the current Dealer Management Tool (DMT) toward an integrated dealer engagement platform built on Dynamics 365, Cat Converge Suite, and AI-powered capabilities.
Collaborate with Microsoft, Accenture, and engineering teams to define and implement future integrations supporting customer engagement and dealer workflows.
Define how AI-powered capabilities can support dealer workflows, automate repetitive activities, improve inquiry routing, and enhance interactions between dealers and rental customers.
Identify business challenges, operational inefficiencies, and process gaps that impact customer experience and dealer effectiveness, and define solutions that create measurable business value.
Partner with engineering teams to provide rental business context, clarify requirements, and support solution design and decision-making.
Establish and measure key performance indicators such as dealer response times, request processing times, workflow efficiency, conversion rates, and customer satisfaction.
Act as an advocate for both dealers and rental customers throughout product development, ensuring business priorities remain at the center of implementation decisions.