Product Owner, Customer Service Systems

Job Title: Product Owner, Customer Service Systems
Reports to: Head of Customer Service
Location: Remote – Reno Supported. Remote only in approved states (AZ, CA, CO, CT, DC, GA, HI, IL, ME, MD, MA, MN, MT, NV, NY, OH, OR, PA, TN, TX, UT, VA, WA)
Applications will be accepted until 6/23/2023. Due to volume, the posting may get extended or expire early.
COVID-19 Vaccinations: Patagonia requires all employees to demonstrate proof of receiving a COVID-19 vaccination as a condition of their employment. 
General Summary
As the Customer Service Systems Product Owner, you will be responsible for helping drive the success of the Customer Service and Order Management Teams by owning and improving the tools, processes, and systems used to deliver exceptional customer experiences.
You will work cross-functionally with internal teams and will be responsible for connecting the technical and business worlds by converting the Customer Service Team needs and expectations into desired functionality, arranging and managing the product backlog, and collaborating with technical teams to deliver effective solutions that enhance the Customer Service operation and support our business purpose to Save Our Home Planet.
What You’ll Do

• Create concise yet comprehensive project write-ups and summaries to form the basis of the scope discussion and base implementation documents required
• Serve as the primary contact to understand the issue, play it back, and then sync with both technical architecture with the practicalities of implementation for internal partners
• Manage the product backlog and oversee elements of the overarching enhancement roadmap for Customer Service systems, including primary systems like D365 and Salesforce, and secondary systems like Calabrio, Talkdesk, Khoros, Sharepoint, Text Expander, and more.
• Coordinates teams and participates in User Acceptance Testing and product demos prior to go/no-go
• Track and report business value metrics of deployed features
• Act as a change agent to drive innovation and digital transformation
• Responsible for successful, on-time delivery of prioritized products according to the roadmap
• Operate as a Product expert during the product development phase for assigned products and roadmaps
• Review the vision, roadmap feature set, and product backlog with leadership to confirm priorities and needs of the wider business
• Track, analyze, and manage internal and external end-user feedback about products to refine roadmap, backlog, and priorities

Who You Are

• Passionate – for responsible technology, digital commerce, customer experience and saving our planet
• Must be a US Citizen or legally eligible to work in the US without requiring sponsorship
• Inclusive – motivated to work with groups across the organization in respectful and equitable ways
• Must be physically located in the United States
• Creative – think outside the box and bring new ideas to the table
• Communicative – have strong relationship-building and communication skills, ability to influence others, and report out on findings
• Detail oriented – ability to design, manage and streamline complex solutions for business needs

Experience You Bring

• Experience in web technologies, delivery systems, infrastructure and development frameworks, such as OMS, CSM, and CCaaS
• Ability to work independently to accomplish work objectives, as well as in a team environment
• 3-5 years' experience in a relevant role showing clear examples of where you were able to assist in moving the Business forward with product and process enhancements
• Strong analytical and quantitative skills, with ability to use data and analytics to understand and improve performance
• Understanding of agile mindset and familiarity with the fundamentals of scrum methodology (roles, events, artifacts)
• Experience using Azure DevOps, Atlassian Suite, or similar platforms
• Ability to break down complex problems into steps that drive product development in an agile fashion.
• An appreciation for web standards and accessibility (e.g. WCAG Standards, screen reader support, semantic HTML).
• Experience with managing a Product Backlog
• Understanding of modern ecommerce call center concepts and systems, like order management systems, CRMs, ACDs and IVRs, returns & refunds strategies, fulfillment operations, payment processors, website self-service options, and technologies that support a successful ecommerce strategy such as PIM, OMS, and ERP
• Experience interfacing with senior leadership to demonstrate business outcomes or advocate for the product and its roadmap
• College Degree or equivalent experience required
• Demonstrate initiative and self-motivation, conscientious and provides complete follow-through on areas of responsibility

Compensation
Pay range: $84,513 - $128,000
Hiring range: $90,000 - $110,000
At Patagonia, pay ranges are set using the best available market data for the job at the required location. To determine salary for a candidate, we consider the candidate’s skills and capabilities for the job compared with expectations for the position.
Employee Conduct  
It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers and vendors.
Equal Employment Opportunity
All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.