Product Owner, Customer Hub (Schaumburg Hybrid)

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

Our IT organization has a critical role in driving extraordinary business results. Through a strong partnership with other areas of our business, we bring innovative thinking to every conversation and deliver with integrity. We’re looking for people who bring great ideas and who make our partners’ ideas better. Intellectually curious advisors (not order takers) who focus on outcomes to creatively solve business problems. People who not only embrace change, but who accelerate it.

Job Description

This position is for Product Owner of Customer Hub on the Customer Support IT team. Our team is committed to delivering amazing digital experiences for our customers, partners, and employees.

Empower our customers by evolving a world-class self-service portal. Drive product strategy, prioritize features, and collaborate with passionate business stakeholders to deliver a delightful digital experience that meets the needs of our customers.

The ideal candidate will possess a blend of strategic vision, customer-centric focus, ability to manage complex stakeholder relationships and has business savvy to drive innovation.

Scope of Responsibilities / Expectations

• Product Vision & Strategy: Partner with business partners to define and communicate the product vision for Customer Hub experience. Set goals, priorities, and maintain product roadmap.

• User Experience & Adoption: Conduct user research to understand needs and pain points. Develop strategies to encourage user adoption and maximize usage.

• Data-Driven Backlog: Analyze case volume, feature usage, user behavior, and customer feedback to drive continuous improvement and innovation. 

• Data Management & Quality: Closely partner with business and IT teams to ensure quality and relevance of account transactional data. 

• Product Performance: Define and track key performance indicators to measure product success. Monitor performance and take action to reach product goals.

• Collaboration & Communication: Work closely with customer service, supply chain, marketing, sales, and IT stakeholders. Lead cross-functional meetings and represent the product in governance meetings.

• Development: Work closely with global development teams to ensure timely and accurate delivery, and anticipate and plan for risks. Participate in sprint planning and reviews. Provide clarifications and decisions promptly to keep the development process moving efficiently. 

Requirements

• Proven track record of elevating a digital self-service product.

• Experience working with cross-functional teams and managing complex stakeholder relationships.

• Proficient in using analytics tools and data-driven decision making.

• Familiarity with agile development methodologies and experience working in an agile environment.

• Exceptional communication and interpersonal skills, with the ability to effectively communicate complex ideas and concepts to both technical and non-technical stakeholders.

• Detail-oriented and committed to delivering high-quality work.

• Ability to adapt to a fast-paced and changing environment.

• Salesforce platform experience is a plus, specifically Experience Cloud.

Note: Candidate must be in the Schaumburg office 1-2 days per week.

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Basic Requirements

• Bachelor’s Degree with 10+ years of professional experience

• OR Master’s Degree with 8+ years of professional experience

• AND 5+ years of product management/product owner experience