Digital Product Owner - Cat Rentals Dealer Experience

Caterpillar Inc.•Peoria, IL

1d•$97,530 - $158,480

About The Position

As Product Owner for Cat Rentals Dealer Experience, you will shape dealer-facing capabilities that support customer engagement, rental request management, and dealer responsiveness across Cat Rentals digital platforms. The role connects rental business operations, dealer engagement, customer experience, and digital transformation. You will work with dealers, Rental & Used business teams, Microsoft and Accenture partners, and engineering teams to deliver capabilities that help dealers receive, manage, and respond to customer rental requests from CatRentals.com and other digital channels. You will own the vision, strategy, and evolution of these capabilities, leading the transition from the current Dealer Management Tool (DMT) toward an integrated, AI-first customer engagement platform using Dynamics 365, Cat Converge Suite, Copilot Studio Agents, and intelligent workflow automation. The focus is on improving dealer responsiveness, reducing manual effort, streamlining customer-facing workflows, and creating a seamless experience for dealers and rental customers. A strong understanding of rental business processes and dealer-customer interactions will help you translate business needs into scalable digital solutions and provide subject matter expertise to engineering teams.

Requirements

Knowledge of business analysis tasks, techniques, and tools for identifying business needs and recommending stakeholder-value solutions.
Knowledge of decision-making processes and associated tools and techniques, with the ability to analyze situations and reach productive decisions using informed judgment.
Understanding of effective communication concepts, tools, and techniques, and ability to convey, receive, and interpret ideas, information, and needs effectively.
Knowledge of user acceptance testing activities, tasks, tools, and techniques, with the ability to design, implement, and evaluate end-user acceptance tests.

Nice To Haves

Experience in cross-functional environments involving business stakeholders, engineering teams, dealers, and external partners.
Experience in equipment rental, dealer operations, customer service, construction equipment, or related business domains.
Understanding of the rental customer journey, including inquiries, reservations, quoting, contracts, fulfillment, and customer support.
Experience defining business processes, workflow improvements, and customer engagement strategies for 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, translating customer-facing business requirements 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 engagement challenges and identify ways to improve dealer responsiveness, customer satisfaction, and operational efficiency.
Define future-state workflows for the rental customer journey, including 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 integrations supporting customer engagement and dealer workflows.
Define how AI-powered capabilities can support dealer workflows, automate repetitive activities, improve inquiry routing, and enhance dealer-customer interactions.
Identify business challenges, operational inefficiencies, and process gaps affecting customer experience and dealer effectiveness, and define solutions that create measurable business value.
Provide rental business context to engineering teams, clarify requirements, and support solution design and decision-making.
Establish and measure KPIs such as dealer response times, request processing times, workflow efficiency, conversion rates, and customer satisfaction.
Advocate for dealers and rental customers throughout product development, keeping business priorities central to implementation decisions.