Product Owner, Sr.

Details:

ROLE MISSION

Serve as the voice of the customer for assigned DEX accounts, turning business priorities, experience data, and stakeholder needs into a clear roadmap and prioritized backlog that delivers measurable, reported value.

Employment Type

Full time

Location

Remote or customer-aligned, with working hours that support US accounts

Practice

Stefanini DEX 3 Practice (Digital Employee Experience) - Product Owner track

Job Family

Product Management / Service Delivery / Customer Success

Level

Experienced individual contributor

Technical Depth

Business and customer focused; technically conversant but not expected to engineer solutions

Reports To

DEX 3 Practice Lead

About The Stefanini DEX 3 Practice

The Stefanini DEX 3 Practice delivers Digital Employee Experience managed services to large global enterprise customers. The practice is organized into four tracks: Product Owners own the customer relationship, roadmap, and backlog; Architects own platform and solution design; Platform Engineers run the DEX platforms; and Automation Engineers own the engineering lifecycle for automations delivered through the DEX platforms. Nexthink is the practice's primary DEX platform, with ControlUp , Lakeside SysTrack , Aternity , 1E, and other platforms supported based on customer requirements. Depending on the account, platforms are integrated with tools such as Microsoft Intune, ServiceNow, and Azure. The practice consults with customer endpoint teams on Microsoft Intune and builds specific Intune artifacts on request, but does not administer customer Intune tenants day to day. Automation assets live in a shared GitHub library with pull-request review, AI-assisted code review, and automated code signing before anything reaches a customer estate. The team works closely with Stefanini colleagues globally to standardize practices and share reusable assets.

Position Summary

The DEX Product Owner is the primary customer-facing role for assigned Digital Employee Experience engagements. This individual owns the customer roadmap and backlog, facilitates prioritization, translates business and employee-experience needs into actionable work, and ensures the DEX team remains focused on the highest-value outcomes.

The Product Owner partners with customer stakeholders and with the practice's Architects, Platform Engineers, Automation Engineers, other Product Owners, and the DEX 3 Practice Lead. The role owns the operating cadence for the account, including discovery, backlog refinement, weekly reviews, roadmap planning, XLA and value reporting, and executive business reviews. The Product Owner is expected to interpret operational, experience, sentiment, and ticket data directly to identify opportunities and support prioritization. Product Owners are the connective tissue of the practice's operating model: they bring customer priorities and experience data into the practice and bring measured outcomes back to the customer. Account assignments may range from one complex enterprise engagement to a portfolio of smaller engagements, depending on scope and operating cadence.

Key Responsibilities

Customer Relationship and Governance

• Serve as the primary customer-facing contact for assigned DEX engagements.
• Build trusted relationships across IT, service desk, EUC, application, infrastructure, HR, communications, and executive stakeholders.
• Own the weekly operational review and lead monthly and quarterly executive business reviews for assigned accounts.
• Set clear expectations, communicate progress and risks, and facilitate timely customer decisions.
• Coordinate with account, delivery, and practice leadership on scope, dependencies, escalations, and growth opportunities.
• Coordinate stakeholder communications, adoption planning, and organizational readiness for DEX improvements that change employee workflows or support experiences.
  
  

Roadmap, Backlog and Prioritization

• Own and maintain the customer DEX roadmap and prioritized backlog.
• Facilitate discovery sessions, use-case workshops, backlog refinement, and planning discussions.
• Translate customer objectives, recurring support demand, DEX observations, and employee feedback into clear epics, features, user stories, and acceptance criteria.
• Prioritize work based on employee impact, business value, feasibility, risk, customer urgency, and available capacity.
• Balance customer-requested work with proactive opportunities identified by Architects, Platform Engineers, and Automation Engineers.
• Maintain backlog quality, sequencing, dependencies, decisions, and status visibility.
  
  

Insights, XLAs and Value Realization

• Interpret dashboards, ticket trends, device and application experience data, sentiment, adoption, and operational metrics to identify improvement opportunities.
• Lead the definition of desired outcomes, baselines, success measures, and Experience Level Agreements (XLAs) in partnership with customer stakeholders and the DEX delivery team.
• Track and communicate realized outcomes such as reduced support demand, improved reliability, faster resolution, higher adoption, risk reduction, and employee-experience improvement.
• Convert findings into understandable recommendations for technical and non-technical stakeholders.
• Own the customer value story and continuously refine the roadmap based on measured results.
  
  

Delivery Enablement

• Partner with Architects, Platform Engineers, and Automation Engineers to validate requirements, clarify customer intent, and establish acceptance criteria.
• Support estimation and sprint or delivery planning without prescribing technical implementation.
• Remove business and stakeholder blockers, secure decisions, and coordinate customer validation or testing.
• Confirm delivered outcomes with the customer and capture follow-up work, lessons learned, and enhancement opportunities.
• Maintain appropriate documentation, meeting actions, decisions, roadmap artifacts, and backlog hygiene.
  
  

Practice Growth and Continuous Improvement

• Partner with the practice's other Product Owners to share operating cadence, templates, use-case patterns, value measures, and customer success practices across accounts.
• Support presales, account expansion, demonstrations, and transition activities when requested.
• Share customer feedback with the Practice Lead and help improve the managed-service operating model.
• Stay informed about DEX, digital workplace, ITSM, employee experience, and product-management practices.
  
  

Job Requirements

Details:

Professional Experience

• 5+ years of experience in product ownership, service delivery, customer success, program management, business analysis, IT service management, or a related customer-facing technology role.
• Experience owning a customer or stakeholder relationship for an ongoing technology service, product, or transformation program.
• Experience building and prioritizing backlogs, roadmaps, requirements, or service-improvement plans.
• Experience facilitating workshops, requirements discussions, governance meetings, and executive or stakeholder reviews.
• Experience working with technical delivery teams in enterprise IT environments.
  
  

Product, Service and Analytical Skills

• Strong understanding of backlog management, prioritization, user stories, acceptance criteria, roadmaps, and outcome-based planning.
• Working knowledge of ITSM concepts, including incident, problem, change, request, service-level, and continual-improvement practices.
• Ability to analyze operational data, trends, customer feedback, and performance measures and translate them into recommendations and backlog items.
• Ability to define success measures and communicate business value in clear, credible terms.
• Ability to work independently with Excel, Power BI, platform dashboards, or equivalent reporting tools to validate trends and prepare customer-facing narratives.
• Commercial awareness, including understanding scope, capacity, effort, contractual commitments, and the effect of prioritization decisions on delivery cost and customer value.
• Strong proficiency with presentation, documentation, collaboration, and work-management tools.
  
  

Communication and Leadership

• Exceptional customer-facing communication, facilitation, listening, and stakeholder-management skills.
• Ability to communicate effectively with executives, service owners, operational leaders, engineers, and end-user advocates.
• Ability to manage disagreement, competing priorities, ambiguity, and changing business needs while maintaining trust.
• Strong organizational skills, follow- through, decision documentation, and attention to detail.
• Ability to lead through influence without direct authority and collaborate across regional and cross-functional teams.
  
  

Preferred Qualifications

• Experience with Digital Employee Experience, Digital Workplace, EUC, endpoint management, service desk, workplace transformation, or employee-experience programs.
• Experience with Nexthink, ControlUp , Lakeside SysTrack , Aternity , 1E (TeamViewer DEX), or similar DEX and endpoint-experience platforms.
• Experience with ServiceNow, Jira, Azure DevOps, or comparable ITSM and backlog-management tools.
• Experience with KPI, SLA, XLA, sentiment, adoption, journey, or business-value reporting.
• Experience in a managed- services , consulting, or multi-customer delivery environment.
• ITIL, Product Owner, Scrum, business analysis, customer success, or related certification.
• Basic familiarity with APIs, endpoint management, automation, data visualization, or Power BI sufficient to collaborate effectively with technical teams.
  
  

Education

Bachelor's degree in Business , Information Technology, Communications, Product Management, or a related field, or equivalent relevant professional experience.

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