Senior Product Owner - Customer Experience Products

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Job Description:

SUMMARY
The Senior Product Owner, Customer Experience Products, will help lead the strategy, development, and delivery of customer-facing digital products that simplify how customers interact with Ryder services and support organizations. This role is responsible for improving the customer experience through digital self-service, intelligent automation, AI-enabled capabilities, and connected workflows that reduce friction and increase operational efficiency.

They will champion both customer and business needs across a complex ecosystem of applications, platforms, and operational processes. Working closely with designers, technologists, operations leaders, and business stakeholders, this role will help define and execute product strategies that improve customer satisfaction, drive digital adoption, and streamline interactions between customers and Ryder teams.

The ideal candidate combines strategic thinking with hands-on product execution and is passionate about leveraging emerging technologies to create modern, scalable customer experiences. This role will translate business objectives, customer needs, and operational challenges into product roadmaps, user stories, and measurable outcomes.

Success in this position requires strong collaboration, customer empathy, analytical thinking, and the ability to lead cross-functional initiatives in a fast-paced, matrixed environment.

ESSENTIAL FUNCTIONS
• Customer Service Product Strategy: Define and execute product strategies that improve customer experiences across Ryder's digital ecosystem, including self-service capabilities, customer communications, workflow automation, and operational engagement experiences.

• Customer Experience Innovation: Identify opportunities to simplify how customers access information, receive support, complete transactions, and engage with Ryder through digital products. Drive solutions that reduce customer effort while improving transparency and satisfaction.

• Automation & AI-Enabled Experiences: Partner with business and technology teams to identify opportunities to leverage automation, artificial intelligence, conversational experiences, predictive insights, and intelligent workflows to improve customer outcomes and operational efficiency.

• Omnichannel Customer Engagement: Support the design and delivery of seamless experiences across digital channels including web, mobile, messaging, communications platforms, and future customer engagement technologies, ensuring a consistent and connected customer journey.

• Product Delivery & Execution: Lead product discovery, roadmap planning, prioritization, and delivery activities. Translate customer and business needs into product requirements, user stories, and measurable outcomes while partnering closely with technology and delivery teams.

• Data-Driven Decision Making: Leverage customer feedback, journey analytics, operational metrics, and product performance data to identify opportunities, prioritize investments, validate outcomes, and continuously improve the experience.

• Enterprise Collaboration: Collaborate with business operations, customer experience, technology, data, and commercial teams to align product strategies with enterprise objectives and ensure successful adoption and implementation of product capabilities.

ADDITIONAL RESPONSIBILITIES
Performs other duties as assigned.

EDUCATION
Bachelor's degree Business Administration, Supply Chain, Computer Science or equivalent.
Master's degree MBA, Supply Chain, Computer Science or equivalent preferred.

EXPERIENCE
Six (6) years or more experience in product management, digital transformation, solution design, business planning, strategy development, competitive analysis and financial analysis.
Eight (8) years or more experience in logistics, operations, engineering, agile development or solution development. Demonstrated experience in new product development preferred. Familiarity with global business practices affecting the supply chain. experience with, or ability to understand, commercial implications of solutions proposed, potential areas of risk and methods to limit liability. experienced in financial business case analysis to help support targeted return on investment. Demonstrated success in assessing, developing and deploying new offerings or incremental enhancements. preferred

SKILLS
• Experience managing customer-facing digital products focused on self-service, customer engagement, workflow automation, or operational efficiency.

• Experience with Artificial Intelligence (AI), Generative AI, conversational experiences, virtual assistants, or intelligent automation solutions.

• Experience designing and delivering omnichannel customer experiences across web, mobile, messaging, notifications, and communication platforms.

• Experience working with enterprise SaaS platforms, CRM systems, customer engagement platforms, or workflow management solutions.

•  Experience defining and managing integrations between customer-facing applications and enterprise systems through APIs, middleware, event-driven architectures, or cloud-based integration platforms.

•  Experience partnering with teams supporting platforms such as Salesforce, service management systems, customer engagement platforms, and enterprise operational applications.

•  Strong understanding of customer journey mapping, service design, experience measurement, and digital adoption strategies.

•  Ability to identify opportunities to reduce manual effort, streamline workflows, and improve operational scalability through technology.

•  Experience defining product success metrics and measuring business outcomes through customer, operational, and financial KPIs.

KNOWLEDGE
• Knowledge of digital customer experience, customer engagement platforms, SaaS solutions, workflow automation, artificial intelligence, enterprise integrations, and customer service technologies; advanced level preferred.

• Knowledge of fleet management or transportation logistics industries; advanced level preferred.

TRAVEL
5-10%

Job Category

Product Development

Our Culture & Commitment:

At Ryder, you’re trusted to make an impact—while enjoying room to grow and having a voice that’s heard. Our culture is built on respect, collaboration, and shared pride in doing great work rooted in innovation and safety.

Your Voice. Your Success. The Future We Build Together.

Compensation Information:

The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on the level and/or type. Compensation ranges for the position are below:

Pay Type:

Salaried

Minimum Pay Range:

$110,000.00

Maximum Pay Range:

$145,000.00

Benefits Information:

For all Full-time positions only: Ryder offers comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan.

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Important Note:

Some positions require additional screening that may include employment and education verification; motor vehicle records check and a road test; and/or badging or background requirements of the customer to which you are assigned. 

Security Notice for Applicants:

Ryder will only communicate with an applicant directly from a [@ryder.com] email address and will never conduct an interview online through a chat type forum, messaging app (such as WhatsApp or Telegram), or via an online questionnaire.  During an interview, Ryder will never ask for any form of payment or banking details and will never solicit personal information outside of the formal submitted application through www.ryder.com/careers.

Should you have any questions regarding the application process or to verify the legitimacy of an interview or Ryder representative, please contact Ryder at [email protected] or 800-793-3754.

Current Employees:

If you are a current employee at Ryder, please click here to log in to Workday to apply using the internal application process.

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