Global Product Director-Self Service Platform

<p class="job-description-header">Who We Are</p><p>Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.<br><br>To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.</p><br><br><p class="job-description-header">What You'll Do</p><p>As the Product Owner for the <span>Frontier</span><span> Self-Service Experience Platform,</span> you will own the product vision and strategy for a platform that starts as Tech@BCG's browsable front door — the single place colleagues go to access the tools, resources, services, and support Tech@BCG provides — and is built from day one with the ambition to scale beyond Tech@BCG for re-use by other functions across the firm. Central to this is understanding that a colleague's experience of a journey — receiving their laptop, requesting support, finding a resource — is only ever as good as the services and operational engine running underneath it; you will map these journeys end-to-end and correlate each moment in them to the specific services, workflows, and operational processes that have to work seamlessly together to make that journey real, rather than treating the front-end experience and the operations behind it as separate problems. Beyond service delivery, the platform is also where Tech@BCG showcases the value it brings to the firm, surfacing thought leadership, technical innovation, and Tech@BCG's contributions to BCG's go-to-market strategy in a way that's visible and credible to colleagues and leadership alike. You will set the multi-year roadmap, translating input from Tech@BCG and early adopter stakeholders into a prioritized backlog, and will define the OKRs and success metrics: adoption, satisfaction, time-to-resolution, and visibility of Tech@BCG's contributions that both prove out the platform within Tech@BCG and build the case for expanding it to HR, Enterprise Services, and other functions.<br><br></p><p>You will serve as the primary product authority for the platform, chairing governance forums with senior Tech@BCG stakeholders and resolving the most complex or escalated product decisions, including build-versus-buy and vendor evaluations. You will design the product on a headless platform strategy so its content, services, and data can be reused consistently across web, mobile, chat, and AI-driven channels rather than being tied to Tech@BCG-specific interfaces, working closely with engineering to identify which capabilities are truly firmwide (identity, self-service, knowledge, request fulfillment) versus Tech@BCG-specific, and establishing the data governance needed to structure and control that content so it can be surfaced safely and with maximum value through AI channels as they're adopted, and building the roadmap, business case, and stakeholder relationships in HR, Enterprise Services, and other functions needed to take the platform beyond its initial home. You will lead a network of product owners and managers as the platform grows, coaching them on standards and prioritization, while ensuring any AI-driven or automated capabilities are secure, well-governed, and aligned with Responsible AI and data privacy principles.</p><p><br><strong>YOU’RE GOOD AT</strong></p><ul><li>Identifying and defining the overarching problems in how colleagues access tools, resources, services, and support, starting within Tech@BCG, and cutting through ambiguity to frame which parts of the solution are truly firmwide versus function-specific. Connecting the dots between a colleague journey and the services and operational engine that power it, so improvements to the experience are grounded in what operations can actually deliver.</li><li>Writing effective, persuasive executive-level communications and developing narratives that frame strategic issues clearly — shaping perspectives and steering engagement with senior stakeholders across HR, IT, and the business, and telling the story of Tech@BCG's value, thought leadership, and contribution to the firm's go-to-market strategy in a way that resonates with colleagues and leadership.</li><li>Strategically leading a large, complex delivery team environment that provides leverage to executive leadership by structuring, planning, and executing broad initiatives, and prioritizing the highest-impact actions across a firmwide platform.</li><li>Building and deepening strong, productive relationships with executive leadership and partnering effectively across internal functions and external vendors, setting the vision and purpose for a network of product owners, and striking the right balance between empowerment and direction.</li><li>Applying deep expertise in headless platform architecture and multi-channel strategy, structuring services and content so they can be delivered consistently across web, mobile, chat, and emerging AI surfaces such as Claude, and understanding the data governance needed to maximize value and maintain trust when that content and data are surfaced through AI channels.</li></ul><br><br><p class="job-description-header">What You'll Bring</p><ul><li>Bachelor's degree in Business, Human Resources, Information Systems, or a related discipline (must have); Certified Scrum Product Owner (CSPO) and experience in professional services are a plus.</li><li>10+ years of product management experience, including demonstrated leadership setting multi-year strategy and owning the roadmap for an enterprise-scale, employee-facing platform serving a large, global user base.</li><li>Proven track record owning enterprise service delivery or self-service platforms (e.g., ServiceNow, Workday, or similar) within an IT or shared-services function, including experience running build-versus-buy and vendor evaluations and a track record of scaling a platform beyond its original function for re-use by others. Skilled in employee journey mapping and service design, and in translating those journeys into the underlying service and operational requirements needed to deliver them.</li><li>Experience partnering with C-suite and executive stakeholders (e.g., CIO, CHRO) to secure investment and drive adoption of large-scale platform initiatives, and defining success metrics. (adoption, satisfaction, time-to-resolution) that hold the platform accountable for genuinely improving the employee experience.</li><li>Proficiency in headless platform strategy for multi-channel support by architecting content, services, and data to be delivered consistently across web, mobile, chat, and AI-driven interfaces, and a strong understanding of the data governance required to structure, tag, and control that content and data so it can be surfaced safely and effectively through AI channels (must have).</li></ul><br><br><p class="job-description-header">Who You'll Work With</p><p>You partner closely with Tech@BCG leadership, Digital Workplace Experience, and the broader functional leadership teams to define and deliver the platform as Tech@BCG's front door for tools, resources, services, and support. You'll also partner with Tech@BCG's marketing, communications, and go-to-market teams to shape how the platform showcases Tech@BCG's thought leadership and contributions to BCG's go-to-market strategy. As the platform matures, you'll build relationships with HR, Enterprise Services, and other functions to scale it for their re-use, and will lead a network of product owners and managers across sub-platforms — engaging regularly with senior executives across the firm as the primary product authority for the platform. </p><br><br><p>Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws. <br>BCG is an E - Verify Employer. <a href="https://careers.bcg.com/global/en/e-verify" target="_blank">Click here </a> for more information on E-Verify.</p>