Senior Product Owner - Corporate Technology

Join Subway in Shelton, CT as a senior product leader within IT / Corporate Technology. This role owns the backlog for Subway’s Enterprise and Corporate Applications portfolio and provides senior technical leadership across end-to-end Application Management Services (AMS), with a strong focus on Legal applications and service reliability.

What you’ll deliver

• Backlog ownership for the Enterprise and Corporate Applications portfolio supporting Legal, Human Resources, Accounting, Finance, and related corporate functions.
• Service ownership for AMS, including sprint planning and end-to-end support activities across SaaS, COTS, and custom-built systems and integrations.
• Disciplined service management through ServiceNow Incident, Problem, and Change processes to protect the production environment.
• Business value prioritization, measuring outcomes and translating business needs into enhancements that support a maintainable Corporate Applications roadmap.
• Legal application emphasis, including Contract Lifecycle Management (CLM), eSignature platforms, cookie governance, data privacy, document content management, and matter management.
• Support transitions and quality standards, including post-deployment hypercare and structured transition from project delivery into operational support, with accessibility, compliance, and quality requirements.

Responsibilities

• Plan and coordinate application support, maintenance, enhancements, implementations, troubleshooting, security, change management, and end-user setup.
• Administer and configure enterprise SaaS and hybrid applications, including system modifications, business process management, condition rules, and calculated fields.
• Design and maintain user access controls and organizational security roles, and perform ad hoc audits of system roles, master data, and access logs to support compliance and internal control requirements.
• Lead Incident, Requests, Problem, and Change Management in ServiceNow, including prioritization, workload management, root cause analysis, and technical troubleshooting to meet SLAs.
• Ensure corrective action plans prevent repeat issues, track recurring system problems, and maintain a central knowledge repository of known errors and resolutions.
• Provide oversight and strategic direction to the Managed Service Provider (MSP), coordinating effectively with Client Services for second-level support across hybrid on-premise and cloud landscapes.
• Manage external vendor relationships for external SaaS vendors and systems integrators, including escalation and resolution of systemic performance issues and clear updates to senior leadership.
• Manage SaaS governance data via a SaaS management platform, including licensing, usage, and application rationalization, and provide input to contract renewals.
• Partner with SMEs, functional analysts, and business owners to create, prioritize, and accept user stories for release planning.
• Run discovery sessions and workflow mapping (as-is/to-be), conduct needs analysis, validate solutions, and balance business requests with technical debt, security requirements, dependencies, obstacles, and risk.
• Plan, coordinate, direct, and deliver small projects, enhancements, upgrades, and implementations, serving as technical lead across in-house and vendor-delivered efforts.
• Coordinate testing execution with QE/QA resources, including unit, integration, system, regression, and user acceptance testing, and validate rollback and fallback plans.
• Author and maintain technical documentation, reference materials, standard operating procedures, and training curricula, including instructor-led classes and 1:1 coaching.
• Serve as the senior, working-lead level Product Owner and escalation point for the most complex application issues across applications, systems, integrations, and services.

What you bring

• Deep, hands-on end-to-end application and systems support experience across assessment, design, configuration, testing, deployment, patching, and security administration.
• Experience across SaaS, COTS, and custom-built application architectures and hybrid on-premise and cloud environments, with integration and cross-platform issue resolution.
• Knowledge of software development and delivery lifecycles including Agile, Scrum, Waterfall, and iterative, plus ITIL v4 principles and Agile/DevOps operating models.
• Comfort working independently and as a collaborative team member; self-sufficient and self-starting.
• Strong written and verbal communication skills and strong documentation habits for technical and non-technical audiences.
• Proven ability to translate business requirements into technical specifications, manage and prioritize a backlog, and drive enhancements through completion.
• Comfort using AI tools such as Claude, Gemini, and Microsoft Copilot for productivity in support, documentation, and analysis work.
• Experience working with offshore and onshore development teams using Agile and Scrum methodologies and tools such as JIRA, TFS, ADO, SNOW (and similar).
• Hands-on proficiency with ServiceNow for ITIL process execution and tracking, including Incident, Problem, and Change Management, with the ability to resolve within established service levels and validate change-management requirements that protect production.
• Interest in the QSR / Retail / CPG industry and staying current with technology trends.

Education, reporting, and logistics

• Education: Bachelor’s degree in Information Technology, Computer Science, Computer Information Systems/Management Information Systems (CIS/MIS), Business Administration, or an equivalent combination of schooling and experience.
• Experience: 10+ years.
• Reports to: Manager, Technology Services - Corporate Technology.
• Location: Shelton, CT (onsite).
• Travel: Yes, less than 10%.

Certifications (preferred)

• CSPO, SAFe Product Owner/Product Manager (POPM), CBAP, PMP, ITIL/IT Service Management (ITSM), CSM, and/or relevant certifications.