Product Owner, Field Service

OPEX•Moorestown, NJ

About The Position

OPEX is seeking a Product Owner, Field Service to own the business direction and ongoing improvement of technology capabilities that support its Service organization. The role works with Service leaders, frontline employees, Information Systems, and external software partners to understand operational needs, define priorities, manage the product backlog, and ensure technology investments improve customer service, employee effectiveness, and business performance. The Product Owner is the primary business-facing owner for Service applications and related workflows, including field service, dispatch and scheduling, technical support, mobile technician experiences, installed assets, service contracts, parts and inventory, customer and employee portals, knowledge, reporting, and integrations with other enterprise systems. The role translates business problems into clear product requirements and makes informed trade-offs about priorities. It is a cross-functional product role, not a software-development position: the Product Owner defines the business need, desired outcome, priority, requirements, and acceptance expectations. The successful candidate will improve Service operations through technology by listening to stakeholders, structuring ambiguous problems, making evidence-based decisions, and focusing on measurable business outcomes. A bachelor’s degree in business, technology, operations, or a related field—or equivalent practical experience—is listed as a preferred qualification. The salary range is $95,000–$105,000, based on experience.

Requirements

At least 5 years of experience in product ownership, product management, business systems analysis, application management, service operations, business process improvement, or a related discipline.
Demonstrated experience managing a product or application backlog and prioritizing competing defects, enhancements, process needs, and stakeholder requests.
Strong requirements-discovery and problem-definition skills, including the ability to write clear business requirements, user stories or work items, and acceptance criteria.
Ability to analyze complex business processes, clarify ambiguous problems, identify root causes, and translate business needs into practical technology opportunities.
Experience working across business stakeholders, technical teams, and third-party software or implementation partners.
Ability to facilitate prioritization and trade-off discussions using business value, customer impact, risk, urgency, dependencies, and capacity.
Experience coordinating business acceptance, release readiness, stakeholder communication, and post-implementation follow-up.
Strong written and verbal communication, facilitation, organization, judgment, and stakeholder-influence skills.
Working knowledge of agile product-management practices and backlog-management tools such as Azure DevOps, Jira, or comparable platforms.

Nice To Haves

Experience with field service, dispatch and scheduling, mobile workforce operations, technical support, service contracts, installed assets, service parts, inventory, customer service, or related operational processes.
Experience with Microsoft Dynamics 365 Field Service, Dynamics 365 Customer Service, Oracle Fusion, enterprise CPQ solutions, or comparable CRM/ERP platforms.
Experience supporting packaged enterprise software, including vendor releases, configuration, integrations, data quality, reporting, regression testing, and vendor support cases.
Experience driving process improvement, user adoption, business readiness, or measurable benefits from enterprise technology investments.
Bachelor’s degree in business, technology, operations, or a related field, or equivalent practical experience.

Responsibilities

Own the product roadmap for Service technology capabilities, aligning priorities with business strategy, customer experience, operational performance, and measurable outcomes.
Build relationships with Service leaders, dispatchers, technicians, technical support teams, finance partners, and other stakeholders to understand needs, pain points, opportunities, and changing priorities.
Lead demand intake and requirements discovery for defects, process improvements, configuration changes, enhancements, and new capabilities.
Translate business needs into actionable requirements and backlog items with context, expected outcomes, acceptance criteria, dependencies, and supporting examples.
Own, curate, and continuously prioritize the Service product backlog using business and customer impact, risk, urgency, user reach, expected value, dependencies, effort, and available capacity.
Lead backlog and roadmap discussions, make trade-offs transparent, and ensure priorities, decisions, ownership, and next actions are understood.
Distinguish technology defects, data issues, process problems, training or adoption needs, configuration opportunities, vendor product limitations, and enhancement requests, and route work appropriately.
Partner with technical teams and software providers throughout delivery, providing business clarification and decisions while technical teams own solution design and implementation.
Coordinate business validation and user acceptance testing, ensuring appropriate users and scenarios are represented and delivered changes address the original business problem.
Partner with change and enablement resources on release readiness, communications, training, process changes, and adoption.
Use operational data, support trends, recurring workarounds, user feedback, adoption signals, and service performance to identify root causes and continuous-improvement opportunities.
Promote standard enterprise-platform capabilities and configuration before pursuing unnecessary customization.
Maintain visibility into roadmap status, backlog health, aging requests, risks, dependencies, delivered outcomes, and decisions for Service and technology leadership.
Track whether implemented changes deliver intended business value and recommend follow-up actions when adoption, process, data, or solution changes are needed.
Coordinate priorities and dependencies across enterprise systems when Service processes span CRM, ERP, quoting, reporting, integrations, portals, data, or other applications.