Ecolab is seeking a Customer Service Platform Owner to serve as the primary IT partner for Customer Service applications across the Americas, with global product ownership for NICE CXone and Omilia. In this hands-on leadership role, you will drive operational excellence, continuous service improvement, and product roadmap execution. You will combine business relationship management, product ownership, Agile delivery, vendor governance, and incident leadership to deliver stable operations, measurable business outcomes, and continuous innovation. You will also lead two Product Owners and collaborate with Customer Service leaders, global IT teams, vendors, and support partners.
What’s in it For You:
Make a measurable impact on the technology platforms supporting Customer Service operations across the Americas
Own the strategy and roadmap for global NICE CXone and Omilia platforms
Shape customer and agent experiences through automation, platform enhancements, and service innovation
Lead and develop talent while providing direction and support to two Product Owners
Collaborate globally with business leaders, technology teams, vendors, and support partners
Grow your career with a company committed to meaningful work, innovation, and operational excellence
What You Will Do:
Serve as the primary IT partner and escalation point for Customer Service leadership across the Americas
Build relationships with Customer Service stakeholders and develop a clear understanding of business priorities, operational challenges, and transformation goals
Translate business needs into prioritized technology initiatives, platform enhancements, and measurable outcomes
Own the technology strategy, product roadmap, backlog governance, investment priorities, adoption, and value realization for NICE CXone and Omilia
Lead and develop two Product Owners, establishing clear priorities, accountability, and alignment across the product portfolio
Lead Program Increment Planning, backlog refinement, prioritization, and Agile delivery activities
Coordinate delivery across Product Owners, development teams, support teams, vendors, and business stakeholders
Track commitments, dependencies, risks, decisions, and outcomes, and remove roadblocks affecting delivery
Establish and lead a continuous service improvement program focused on agent experience, customer experience, platform stability, automation, and operational efficiency
Monitor platform performance, vendor performance, service-level agreement compliance, risks, and key performance indicators, and drive corrective actions when needed
Lead the response to critical Customer Service platform incidents affecting the Americas, including incidents involving order automation technologies
Coordinate incident triage and resolution, lead business communications, and provide timely stakeholder updates during critical incidents
Lead root cause reviews and ensure corrective and preventive actions are implemented, tracked, and sustained
Partner with the Asia Pacific-based Customer Service Platform Owner to provide follow-the-sun support and coordinate vendor escalations for critical Portalink and global NICE issues
Manage strategic relationships with NICE and Omilia, including vendor performance reviews, escalation management, Quarterly Business Reviews, invoice validation, and commercial follow-up
Establish and maintain effective platform governance processes, operational procedures, support documentation, and knowledge management content
Support audit, risk, and compliance activities as required
Position participates in a follow-the-sun support model and may provide leadership during critical incidents outside standard business hours
Minimum Qualifications:
Bachelor’s degree
8 years of experience in product ownership, service delivery, business analysis, IT leadership, or a related discipline
3 years of experience managing Software as a Service platforms and translating business priorities into executable product roadmaps
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