Digital Service Product Owner

Waters Corporation is hiring a Digital Service Product Owner to shape digital and customer-facing AI capabilities that support Waters Field Service Engineers and the people they serve. This role owns the digital service product roadmap, turning field and customer needs into capabilities designed to improve experience, instrument uptime, field efficiency, and the overall value of Waters Service.

Based onsite in Milford, MA 01757, the position partners across Digital, IT, Technical Support, Product Management, Regional Service, and global service teams to plan, deliver, and continuously refine AI-enabled services.

Role Overview

• Own and prioritize the roadmap for Service digital and AI capabilities.
• Translate customer and FSE needs into clear product requirements.
• Define how customers should interact with Waters AI and which problems the platform should help solve.
• Own the customer journey, designing a simple flow from question to resolution or escalation.

What You’ll Do

• Partner with Digital, IT, Technical Support, Product Management, Regional Service, and other teams to develop and deploy solutions.
• Use feedback, adoption, and performance data to continuously improve products.
• Work with service delivery teams to understand workflows, identify opportunities to simplify work, and continuously improve digital and AI tools.
• Enable faster access to technical knowledge, troubleshooting information, service history, known issues, and other relevant content.
• Identify opportunities to use AI and automation to reduce non-value-added activities.
• Measure adoption and productivity improvements.
• Define, with Technical Support and subject-matter experts, the appropriate level of technical content available to customers.
• Maintain differentiation between customer-accessible knowledge and deeper technical capabilities available to Waters FSEs.
• Continuously improve the experience based on customer feedback, usage, and unresolved needs.
• Work closely with the ASD Global Service Offers Management team to align the digital roadmap with the Service offer portfolio.
• For each capability, determine whether it is primarily internal (improving Service operations and FSE productivity) or customer-facing (increasing value and differentiation of Service contracts).
• Partner with offer management to incorporate digital and AI capabilities into existing Service contracts or develop new premium offerings, including customer access and entitlements.
• Collaborate with content owners across AI Team, Global Technical Support, Product Management, FSE experts, and other teams to define required technical content and knowledge for both FSE and customer AI experiences.
• Hold content owners accountable for delivering and maintaining assigned content, coordinating priorities, dependencies, and timelines.
• Ensure cohesive, customer-friendly experiences by aligning customer-facing content with deeper technical knowledge available to Waters experts.
• Review end-to-end experience to identify content gaps, inconsistencies, and emerging opportunities, and work with owners to address them.
• Drive adoption with FSEs and customers and continuously improve capabilities based on actual usage and feedback.

Key Success Measures

• Increased adoption of digital and AI tools by FSEs and customers.
• Improved FSE productivity and faster access to technical information.
• Faster troubleshooting and issue resolution.
• Successful adoption of customer-facing AI capabilities.
• Customer satisfaction with the digital Service experience.
• Digital and AI capabilities successfully integrated into the Service offer portfolio.
• Increased differentiation and value of Waters Service contracts.
• Development of digital capabilities that can contribute to recurring Service revenue.

Requirements

• Bachelor’s degree in Engineering, Science, or related field.
• 3-5 years of experience in product ownership, program management, knowledge management, technical support, field service, or related technical roles.
• Experience working within global service, customer-facing, or field service organizations strongly preferred.
• Experience with digital products, AI-enabled solutions, or knowledge platforms, including translating user and business needs into product requirements.
• Strong understanding of Service operations, customer workflows, and opportunities to improve outcomes through digital and AI capabilities.
• Excellent leadership, communication, and stakeholder management skills, including influencing without direct authority and driving cross-functional alignment.
• Proven ability to manage complex initiatives, balance competing priorities, and deliver results in a fast-paced environment.
• Customer-focused mindset and a passion for solving real business problems with scalable solutions.

Compensation & Location

• Location: Milford, MA 01757 (onsite)
• Salary: USD 117,000 - 195,000 per yearly