Senior Product Owner – Customer Service Technology

Owns product delivery across Inventory and the customer service experience, starting with broader Ecom – Inventory and Omnichannel ownership and growing into the rollout of the customer service/case management platform and ownership of that area. It owns and drives the product roadmap for the customer service and support technology stack, including CRM case management, IVR/routing, self-service, and knowledge management across phone, chat, email, and web channels. The role sits at the intersection of customer care operations, technology, and digital commerce, translating customer pain points and service data into clear, actionable product requirements.

• Administer and optimise the CRM/case management platform, including case and ticket management, triggers, automations, business rules, assignment and escalation logic, SLA configuration, roles and permissions, admin console setup, and custom extensions.
• Own the knowledge base, reporting, and analytics capability, covering knowledge articles, self-service content, and operational and performance dashboards.
• Optimise omnichannel case routing across chat, email, voice, and social channels, and improve the console/agent workspace layout for efficient case handling.
• Own the case automation framework and evaluate AI-assisted service capabilities such as bot deflection, case classification, and reply recommendations.
• Own IVR routing and call flow logic to improve resolution rates and reduce inbound contact volume.
• Improve self-service capabilities such as order tracking, returns, and FAQs, and develop deflection strategies including macros and automation for repetitive resolutions.
• Sequence the platform rollout across regions and markets, accounting for localisation, language support, and agent training and adoption, and own the migration strategy where fragmented regional tools are consolidated into a single platform.
• Take on additional Post-Order and Omnichannel product topics as they arise, such as tracking, returns and exchanges via chatbot, delivery experience, and omnichannel fulfilment, beyond the initial CS platform scope
• And partner with Inventory & Promising and Post-Order teams on shared roadmap items to ensure continuity of ownership and smooth handover.
• Apply knowledge of integrations between the CS platform and adjacent systems such as OMS/order data, inventory/promising, and WMS to provide real-time order and shipment visibility, map customer identity, order history, and entitlement data models across systems
• And work with middleware/iPaaS platforms to connect CS tools to backend systems and enable a 360-degree view of the customer.
• Own and execute the product roadmap for owned areas, translating customer insights and service/operational data into user stories, requirements, and acceptance criteria that balance agent and customer experience needs
• And prioritise and manage the product backlog with engineering and operations using frameworks such as RICE or MoSCoW.
• Support testing, UAT, and launch readiness for smooth, low-risk rollouts, partner with Operations, Engineering, Digital Commerce, Inventory & Promising, Post-Order, and Customer Care teams to deliver enhancements and remove roadblocks
• And lead technology implementations and organisational change management, including training materials and adoption support.
• Manage vendor relationships, align on roadmaps, influence platform roadmaps in line with business needs, and ensure alignment with Legal, Compliance, Security, and other relevant functions where required.
• Define and track KPIs such as CSAT, NPS, Service NPS, first contact resolution, issues resolved with one contact, average handle time, backlog aging, deflection rate, cost per contact, and second purchase rate to identify improvement opportunities and measure product impact
• Build business cases using regional cost and usage baselines to support platform investment, and map customer journeys end to end to surface process and workflow improvement opportunities across Post-Order and Customer Service.

• 7+ years of overall experience in product management.
• 4+ years of experience in customer experience or customer service product roles.
• Hands-on experience with a major CRM / case management platform (for example Salesforce Service Cloud, Zendesk or equivalent).
• Experience supporting or owning CRM case management workflows, IVR routing and self-service capabilities.
• Solid understanding of contact centre operations, including queues, escalations, routing and service workflows.
• Working knowledge of system integrations between CS platforms and adjacent systems (CRM, OMS, commerce).
• Experience with Agile delivery tooling such as Jira, Confluence and OKRs.
• Strong cross-functional stakeholder management and vendor management skills.
• Excellent communication and analytical skills, with the ability to translate complex concepts for business audiences.

• Deep administration experience in a large-scale support environment.
• Familiarity with contact centre / IVR platforms such as Genesys, NICE, Avaya or Cisco.
• Experience implementing or optimising AI-powered support platforms (for example Agentforce, Zendesk AI / Copilot or similar).
• Understanding of LLMs, conversational AI and prompt design as applied to customer support and governance.
• Experience in high-growth SaaS, marketplace or ecommerce environments.
• Familiarity with workforce management and support quality programmes.
• Experience leading enterprise-scale technology rollouts and change management.

PUMA is a global sports brand creating footwear, apparel, and accessories that inspire athletes and everyday movers. The PUMA Group owns PUMA, Cobra Golf, and stichd, operates in 120+ countries, and has around 22,000 employees worldwide. PUMA provides equal opportunities for all job applicants, regardless of race, colour, religion, national origin, sex, gender identity or expression, sexual orientation, age, or disability, and does not tolerate any form of harassment or discrimination.