Customer Care Product Jobs

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Today

Technical Product Owner, Consumer Care and Customer Service

Mars Chicago, IL

Chicago, IL

Today

$134k - $185k/yr Full time Customer Care Customer Experience Customer Service

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Job Description

Lead product delivery for Mars Snacking’s global consumer care and customer service technology ecosystem.

Responsibilities

Define, maintain, and execute the technical product roadmap for global consumer care and customer service platforms, aligning platform investments with business objectives and customer experience priorities
Own and prioritize the product backlog; write detailed user stories and technical requirements; lead agile planning, refinement, testing, and release activities for high-value delivery
Manage the technical configuration, optimization, and evolution of CRM and CCaaS platforms to deliver scalable, reliable consumer engagement capabilities
Design and enhance integrated customer journeys across voice, email, chat, web, social media, and self-service channels, including seamless routing across touchpoints
Lead integrations between customer service platforms and enterprise systems, including ERP, eCommerce, loyalty, and consumer data platforms, to enable a unified view of consumer interactions
Drive deployment and continuous improvement of conversational AI, virtual assistants, agentic AI capabilities, NLP models, and automation technologies to improve self-service outcomes and operational efficiency
Develop AI-assisted agent experiences such as intelligent workspaces, next-best-action recommendations, automated knowledge delivery, call transcription, and interaction summarization
Use customer experience metrics, platform performance data, operational analytics, and user feedback to prioritize enhancements and optimize platform effectiveness
Ensure solutions meet data privacy, security, compliance, and resilience requirements while maintaining platform performance, availability, and service-level commitments
Partner with software vendors, system integrators, and technology teams to manage enhancements, upgrades, integrations, and large-scale transformation initiatives with successful delivery and business value realization

Requirements

Bachelor’s degree in Computer Science, Information Systems, Software Engineering, or a related technical discipline; equivalent experience considered
5+ years of experience as a Technical Product Owner, Product Manager, Business Systems Analyst, or similar technology-focused role supporting customer service, CRM, or contact center platforms
Demonstrated experience managing product backlogs, writing technical requirements, defining user stories, and delivering solutions in Agile product development environments
Strong knowledge of CRM platforms including Salesforce Service Cloud, Microsoft Dynamics 365, ServiceNow, or comparable customer engagement technologies
Experience with CCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9, or similar technologies
Understanding of APIs, web services, data integrations, microservices architecture, and system-to-system connectivity
Experience implementing or supporting conversational AI, chatbots, virtual agents, natural language processing (NLP), generative AI, or intelligent automation solutions
Working knowledge of contact center technologies including telephony, VoIP, SIP routing, IVR, omnichannel routing, and workforce enablement tools
Familiarity with customer data platforms and analytics solutions, including data privacy requirements such as GDPR and CCPA
Strong stakeholder management and vendor management skills with the ability to collaborate across business and technology teams in a global organization

Technologies

Salesforce Service Cloud
Microsoft Dynamics 365
ServiceNow
Genesys Cloud
Amazon Connect
NICE CXone
Five9
APIs, web services
Microservices architecture
Conversational AI, chatbots, virtual agents
Natural language processing (NLP)
Generative AI
Intelligent automation
Telephony, VoIP, SIP routing, IVR
Omnichannel routing, workforce enablement tools
GDPR, CCPA

Benefits

Company bonus
Variable pay
Medical and dental benefits
Participation in 401k plan
Paid time off benefits
Access to in-house Mars University

What to expect from Mars

Work with diverse and talented Associates guided by the Five Principles
Purpose driven company focused on building the world desired “tomorrow, today”
Best-in-class learning and development support from day one, including access to Mars University
Industry competitive salary and benefits package, including company bonus

Location: Chicago, IL (onsite)

Salary: USD 134,400 - 184,800 per year

Pay range note: Base pay range at commencement is between the listed amounts; base pay may vary based on job-related knowledge, skills, and experience. Total compensation includes variable pay, medical and dental benefits, participation in 401k plan, and paid time off. The pay range applies to all US locations listed: USD 134,400.00 - USD 184,800.00.

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