ETS Service Owner, Customer Service Applications

Ecolab is seeking a Customer Service Platform Owner to serve as the primary IT partner for Customer Service applications across the Americas with global product ownership for NICE CXone and this hands-on leadership role you will drive operational excellence continuous service improvement and product roadmap execution. You will combine business relationship management product ownership Agile delivery vendor governance and incident leadership to deliver stable operations measurable business outcomes and continuous innovation. You will also lead two Product Owners and collaborate with Customer Service leaders global IT teams vendors and support partners.

Whats in it For You:

• Make a measurable impact on the technology platforms supporting Customer Service operations across the Americas
• Own the strategy and roadmap for global NICE CXone and Omilia platforms
• Shape customer and agent experiences through automation platform enhancements and service innovation
• Lead and develop talent while providing direction and support to two Product Owners
• Collaborate globally with business leaders technology teams vendors and support partners
• Grow your career with a company committed to meaningful work innovation and operational excellence

What You Will Do:

• Serve as the primary IT partner and escalation point for Customer Service leadership across the Americas
• Build relationships with Customer Service stakeholders and develop a clear understanding of business priorities operational challenges and transformation goals
• Translate business needs into prioritized technology initiatives platform enhancements and measurable outcomes
• Own the technology strategy product roadmap backlog governance investment priorities adoption and value realization for NICE CXone and Omilia
• Lead and develop two Product Owners establishing clear priorities accountability and alignment across the product portfolio
• Lead Program Increment Planning backlog refinement prioritization and Agile delivery activities
• Coordinate delivery across Product Owners development teams support teams vendors and business stakeholders
• Track commitments dependencies risks decisions and outcomes and remove roadblocks affecting delivery
• Establish and lead a continuous service improvement program focused on agent experience customer experience platform stability automation and operational efficiency
• Monitor platform performance vendor performance service-level agreement compliance risks and key performance indicators and drive corrective actions when needed
• Lead the response to critical Customer Service platform incidents affecting the Americas including incidents involving order automation technologies
• Coordinate incident triage and resolution lead business communications and provide timely stakeholder updates during critical incidents
• Lead root cause reviews and ensure corrective and preventive actions are implemented tracked and sustained
• Partner with the Asia Pacific-based Customer Service Platform Owner to provide follow-the-sun support and coordinate vendor escalations for critical Portalink and global NICE issues
• Manage strategic relationships with NICE and Omilia including vendor performance reviews escalation management Quarterly Business Reviews invoice validation and commercial follow-up
• Establish and maintain effective platform governance processes operational procedures support documentation and knowledge management content
• Support audit risk and compliance activities as required

• Position participates in a follow-the-sun support model and may provide leadership during critical incidents outside standard business hours

Minimum Qualifications:

• Bachelors degree
• 8 years of experience in product ownership service delivery business analysis IT leadership or a related discipline
• 3 years of experience managing Software as a Service platforms and translating business priorities into executable product roadmaps
• 3 years of experience leading and developing Product Owners or cross-functional delivery teams
• 2 years of experience managing strategic vendors or third-party service providers including performance reviews service-level agreement governance and commercial follow-up
• Experience working in a global environment
• Experience leading incident management major issue resolution root cause analysis and production support activities
• Experience owning strategic product roadmaps with accountability for execution adoption value realization and business outcomes
• Experience leading Agile delivery and Program Increment Planning
• Immigration sponsorship not available for this role

Preferred Qualifications:

• Experience supporting Customer Service or contact center technologies in a complex enterprise environment
• Experience with telephony and contact center solutions
• Experience with NICE CXone Omilia or comparable Customer Service platforms
• Experience with artificial intelligence-powered Customer Service platforms and automation capabilities
• Experience working across global regions within a follow-the-sun support model
• Experience driving vendor accountability service performance and continuous improvement
• Demonstrated ability to communicate complex technology and service issues clearly to executive stakeholders
• Demonstrated ability to influence across global business and technology teams
• Service excellence mindset focused on automation operational efficiency platform stability and customer experience
• Proven ability to make decisions remove roadblocks and accelerate delivery

Benefits

Ecolab strives to provide comprehensive and market-competitive benefits to meet the needs of our associates and their families.Click here to see our benefits.

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To meet customer requirements and comply with local or state regulations applicants for certain customer-facing roles may need to:

- Undergo additional background screens and/or drug/alcohol testing for customer credentialing.

Americans with Disabilities Act (ADA)

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