Product Operations & Customer Experience Lead
About The Position
The Product Operations & Customer Experience Lead drives the evolution of enterprise delivery and portfolio management practices through process innovation, product ownership, and customer-focused operational excellence. This role serves as the lead for strategic delivery and portfolio management platforms, including ServiceNow and related product delivery tools, with responsibility for shaping the future-state intake, demand management, project registration, and portfolio delivery experience across the Enterprise Technology & Security (ETS) organization. The position partners-closely with technology, product, project, and business stakeholders to design scalable, user-centered processes that improve transparency, streamline delivery operations, and enhance the overall customer experience. This role requires a proactive, self-driven leader who can identify opportunities, influence change, and continuously improve how teams plan, prioritize, govern, and deliver work across the organization.
Requirements
- Proactive, self-driven leader
- Ability to identify opportunities
- Ability to influence change
- Ability to continuously improve processes
Nice To Haves
- Experience with ServiceNow and related product delivery tools
Responsibilities
- Drives the evolution of enterprise delivery and portfolio management practices through process innovation, product ownership, and customer-focused operational excellence.
- Serves as the lead for strategic delivery and portfolio management platforms, including ServiceNow and related product delivery tools.
- Shapes the future-state intake, demand management, project registration, and portfolio delivery experience across the Enterprise Technology & Security (ETS) organization.
- Partners closely with technology, product, project, and business stakeholders to design scalable, user-centered processes.
- Improves transparency, streamlines delivery operations, and enhances the overall customer experience.
- Identifies opportunities, influences change, and continuously improves how teams plan, prioritize, govern, and deliver work across the organization.
Benefits
- Rich medical & pharmacy benefits, including vision benefits
- Dental benefits
- Health Savings Accounts
- Health Care and Dependent Care Flexible Spending Accounts
- 401(k) with robust matching
- Employer paid Pension Plan
- Employee Stock Purchase Plan with a generous matching contribution
- State of the art Employee Assistance Program
- Paid Parental Leave
- Generous paid time off plus paid holidays
- Family support: emergency backup child, & elder care assistance
- Social responsibility and volunteer opportunities
- Employee discount program
- Commuter Benefits
- Culture of growth and learning: career development; tuition reimbursement; recognition program
- Life and Long-Term Disability Benefits
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
