Technical Product Owner, Consumer Care and Customer Service

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.