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YOUR MISSION

About the Organisation & Role:

As the Senior Product Owner, Customer Service Technology, you will own product delivery across Inventory and the customer service experience, starting with the broader Ecom – Inventory and Omnichannel ownership and growing into the rollout of our customer service / case management platform and ownership of that area.

You will own and drive the product roadmap for our customer service and support technology stack, including CRM case management, IVR / routing, self-service and knowledge management, across phone, chat, email and web channels. You will sit at the intersection of customer care operations, technology and digital commerce, translating customer pain points and service data into clear, actionable product requirements. The role is central to reducing handle time, improving first contact resolution and elevating the overall customer experience, while driving operational efficiency and exploring how AI-powered support tools can transform service delivery.

WHAT YOU WILL DO:

CS Platform

• Administer and optimise the CRM / case management platform: case and ticket management, triggers, automations and business rules, assignment and escalation logic, SLA configuration, roles and permissions, admin console setup, and custom extensions where core functionality needs to be extended.
• Own the knowledge base and the reporting and analytics capability within the platform: knowledge articles, self-service content, and operational and performance dashboards.
• Optimise omnichannel case routing (chat, email, voice, social) and the console / agent workspace layout for efficient case handling.
• Own the case automation framework (workflow / flow-based automation) and evaluate AI-assisted service capabilities within the platform, such as bot deflection, case classification and reply recommendations.
• Own IVR routing and call flow logic to improve resolution rates and reduce inbound contact volume.
• Improve self-service capabilities (order tracking, returns, FAQs) and deflection strategies, including macros and automation for repetitive resolutions.
• Sequence the platform rollout across regions and markets, accounting for localisation, language support and agent training and adoption planning.
• Own the migration strategy where fragmented regional tools are consolidated into a single platform.

Broader Ecom and Inventory Ownership

• Take on additional Post-Order and Omnichannel product topics as they arise, such as tracking, returns and exchanges via chatbot, delivery experience and omnichannel fulfilment, beyond the initial CS platform scope.
• Partner closely with the Inventory & Promising and Post-Order teams on shared roadmap items to ensure continuity of ownership and smooth handover of shared workstreams.

Integration

• Apply knowledge of integrations between the CS platform and adjacent systems (OMS / order data, inventory / promising, WMS) so that agents and customers have real-time order and shipment visibility inline.
• Map customer identity, order history and entitlement data models across systems.
• Work with middleware / iPaaS platforms to connect CS tools to backend systems and enable a 360-degree view of the customer.

Roadmap and Cross-Functional Delivery

• Own and execute the product roadmap for owned areas, translating customer insights and service / operational data into user stories, requirements and acceptance criteria that balance agent-experience and customer-experience needs.
• Prioritise and manage the product backlog in partnership with engineering and operations, applying frameworks such as RICE or MoSCoW.
• Support testing, UAT and launch readiness to ensure smooth, low-risk rollouts.
• Partner closely with Operations, Engineering, Digital Commerce, Inventory & Promising, Post-Order and Customer Care teams to deliver product enhancements and remove delivery roadblocks.
• Lead technology implementations and organisational change management, including training materials and adoption support.
• Manage vendor relationships, align on roadmaps and influence platform roadmaps in line with business needs.
• Ensure alignment with Legal, Compliance, Security and other relevant functions where required.

Data and Insights

• Define and track KPIs such as CSAT, NPS, Service NPS, first contact resolution, issues resolved with one contact, average handle time, backlog aging, deflection rate, cost per contact and second purchase rate, to identify improvement opportunities and measure product impact.
• Build business cases using regional cost and usage baselines to support platform investment.
• Map customer journeys end to end to surface process and workflow improvement opportunities across Post-Order and Customer Service.

YOUR TALENT

• 7+ years of overall experience in product management.
• 4+ years of experience in customer experience or customer service product roles.
• Hands-on experience with a major CRM / case management platform (for example Salesforce Service Cloud, Zendesk or equivalent); deep administration experience in a large-scale support environment strongly preferred.
• Experience supporting or owning CRM case management workflows, IVR routing and self-service capabilities.
• Solid understanding of contact center operations, including queues, escalations, routing and service workflows.
• Working knowledge of system integrations between CS platforms and adjacent systems (CRM, OMS, commerce).
• Experience with Agile delivery tooling such as Jira, Confluence and OKRs.
• Strong cross-functional stakeholder management and vendor management skills.
• Excellent communication and analytical skills, with the ability to translate complex concepts for business audiences.
• Familiarity with contact center / IVR platforms such as Genesys, NICE, Avaya or Cisco preferred.
• Experience implementing or optimising AI-powered support platforms (for example Agentforce, Zendesk AI / Copilot or similar) preferred.
• Understanding of LLMs, conversational AI and prompt design as applied to customer support and governance preferred.
• Experience in high-growth SaaS, marketplace or ecommerce environments preferred.
• Familiarity with workforce management and support quality programmes preferred.
• Experience leading enterprise-scale technology rollouts and change management preferred.

PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex,

gender identity or expression, sexual orientation, age, or disability. Equality for all is one of the core principles at

PUMA and we do not tolerate any form of harassment or discrimination.

At PUMA, every application is reviewed by real people who are committed to fairness, transparency, and equal

opportunity - no matter your background, identity, or experience.To ensure our process stays true to these values, no automated systems or AI tools are used to make hiring decisions. Every decision is made by real people -with real judgment and accountability. We may use functions supported by Artificial Intelligence (AI) to carry out isolated organizational steps, such as scheduling interviews. These functions have no influence on decisions in the application process. We believe in creating spaces where everyone is welcome, celebrated, and empowered to contribute authentically. Because at PUMA, whoever wants to play, can play.

PUMA is a global sports brand creating footwear, apparel, and accessories that inspire athletes and everyday movers. The PUMA Group owns PUMA, Cobra Golf, and stichd, operates in 120+ countries, and has around 22,000

employees worldwide.