Technical Product Owner - Consumer Care and Customer Service

Job Description:

Technical Product Owner, Consumer Care and Customer Service

At Mars Snacking, we're reimagining how consumers engage with our brands by transforming traditional customer service into a modern, intelligent, and highly connected consumer care experience. As the Technical Product Owner, Consumer Care and Customer Service, you will play a pivotal role in shaping and delivering the technology ecosystem that powers consumer interactions globally. Working at the intersection of product management, customer experience, and technology, you will translate strategic business priorities into scalable digital solutions that enhance service quality, accelerate resolution times, and strengthen consumer loyalty.

This role is ideal for a technology product leader who thrives in complex, customer-centric environments and is passionate about leveraging emerging technologies to drive meaningful outcomes. You will lead the evolution of CRM, contact center, and AI-driven service capabilities, helping create a seamless omnichannel experience for consumers while empowering customer service associates with intelligent tools, automation, and real-time insights. Through your leadership, Mars Snacking will continue its journey toward an integrated, agentic consumer engagement platform that delivers personalized, efficient, and proactive support at scale.

What Are We Looking For?

• 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 within Agile product development environments.
• Strong knowledge of CRM platforms such as Salesforce Service Cloud, Microsoft Dynamics 365, ServiceNow, or comparable customer engagement technologies.
• Experience with Contact Center as a Service (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 capabilities, omnichannel routing, and workforce enablement tools
• Familiarity with customer data platforms, analytics solutions, and data privacy requirements including GDPR, CCPA, and consumer data protection standards.
• Strong stakeholder management, vendor management, and cross-functional collaboration skills with the ability to influence business and technology teams across a global organization.

What Will Be Your Key Responsibilities?

• Product Strategy & Roadmap Ownership: Define, maintain, and execute the technical product roadmap for Mars Snacking's global consumer care and customer service technology ecosystem, aligning platform investments with business objectives and customer experience priorities.
• Agile Product Leadership: Manage and prioritize the product backlog, author detailed user stories and technical requirements, and lead agile planning, refinement, testing, and release activities to deliver high-value solutions.
• CRM & Contact Center Platform Management: Own the technical configuration, optimization, and evolution of CRM and CCaaS platforms, ensuring scalable, reliable, and efficient consumer engagement capabilities.
• Omnichannel Consumer Experience: Design and enhance integrated customer journeys across voice, email, chat, web, social media, and self-service channels, enabling seamless routing and engagement across touchpoints.
• Consumer Data & Systems Integration: Lead integrations between customer service platforms and enterprise applications, including ERP, eCommerce, loyalty, and consumer data platforms, to create a unified view of consumer interactions.
• AI & Intelligent Automation Solutions: Drive the deployment and continuous improvement of conversational AI, virtual assistants, agentic AI capabilities, NLP models, and automation technologies that improve self-service outcomes and support operational efficiency.
• Associate Experience Enablement: Develop AI-assisted agent experiences including intelligent workspaces, next-best-action recommendations, automated knowledge delivery, call transcription, and interaction summarization capabilities.
• Data-Driven Continuous Improvement: Leverage customer experience metrics, platform performance data, operational analytics, and user feedback to prioritize enhancements and optimize platform effectiveness.
• Security, Compliance & Service Reliability: Ensure solutions meet data privacy, security, compliance, and resilience requirements while maintaining platform performance, availability, and service-level commitments.
• Vendor & Delivery Partner Management: Partner with software vendors, system integrators, and technology teams to manage platform enhancements, upgrades, integrations, and large-scale transformation initiatives while ensuring successful delivery and business value realization.

What can you expect from Mars?

• Work with diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we're striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

 #TBdigital

The base pay range for this position at commencement of employment is between the range listed below, however, base pay offered may vary depending on multiple individualized factors, including but not limited to job-related knowledge, skills, and experience. The total compensation package for this position will include variable pay, medical and dental benefits, participation in 401k plan, and paid time off benefits. Details of participation in these benefit plans will be provided if an applicant receives an offer of employment.

The pay range shown is applicable to all US locations listed within the job posting:USD 134,400.00 - USD 184,800.00