Global Product Director

WHAT YOU'LL DO

As a Product Owner delivering automation for IT Service, you'll be responsible for carrying out BCG's bold GenAI agenda to transform the IT customer experience at BCG. This domain is instrumental in realizing our IT & Business Platform's ambition to increase the speed and quality of support for BCG employees as an early adopter of latest tech trends. You will work in an Agile environment and report directly to the Portfolio Lead to deliver Initiatives with measurable value and business outcomes. Stakeholder management is pivotal for this role, as you will often partner with customers to articulate the "What" and "Why" that drives your feature roadmap priorities and how you will collectively measure success over time. Additionally, you will regularly work with your development Squad to deliver the "How" to bring your roadmap to life.

In your first 90 days you will collaborate with a cross-functional team to ensure the successful implementation and integration of a GenAI-powered chatbot, identifying potential risks and managing the change across BCG to ensure seamless deployment and operations to achieve our OKRs.

YOU'RE GOOD AT

• Partnering with multiple roles across the organization, offering a customer-focused mindset and proven ability to translate business goals into a feature-driven Product Roadmap


• Inspiring the "art of the possible", driving innovation and continuous improvement


• Aligning your roadmap with IT Service Management workflow operations delivered by Service Center Agents and broader customer support teams to enhance the end user experience for requesting and consuming services


• Communicating clearly and effectively, both written and verbal, to collaborate in a global environment


• Engaging in continuous discovery (i.e., surveys, interviews) to better understand and anticipate customer needs


• Maintaining an Enterprise and holistic view of challenges across customer segments to promote scalable, long-term solutions in favor of "quick fixes" - in some cases requiring hard tradeoffs according to the value, cost, and speed of delivery


• Collaborating with your development squad to translate roadmap Initiatives into actionable Epics and Stories, advocating for scalable and realistic delivery timelines


• Articulating the evolving priorities and desired business outcomes for the Quarterly Business Review (QBR) process, while also tracking and articulating key results targeted in previous quarters


YOU BRING (EXPERIENCE & QUALIFICATIONS)


• Bachelor's degree required


• 8+ years' experience working as a Product Owner, Product Manager, AI/GenAI practitioner, ServiceNow Solution Consultant, or related IT Service Management role


• Strong understanding of IT service management (i.e., Incidents, Requests, Problems, Changes)


• Proficiency in Agile methodology, experience in Atlassian stack (i.e. JIRA) or related tools


YOU'LL WORK WITH

You will be a member of the IT & Business Platforms (ITBP) team and will collaborate closely with the Cloud Platform Engineering (CPE) team, IT Service, and our Digital Product Portfolios. This collaboration will be critical to the successful implementation of the self-service chat bot and other innovative solutions, driving BCG's broader AI transformation agenda.


• Bachelor's degree required


• 8+ years' experience working as a Product Owner, Product Manager, AI/GenAI practitioner, ServiceNow Solution Consultant, or related IT Service Management role


• Strong understanding of IT service management (i.e., Incidents, Requests, Problems, Changes)


• Proficiency in Agile methodology, experience in Atlassian stack (i.e. JIRA) or related tools
  
  You will be a member of the IT & Business Platforms (ITBP) team and will collaborate closely with the Cloud Platform Engineering (CPE) team, IT Service, and our Digital Product Portfolios. This collaboration will be critical to the successful implementation of the self-service chat bot and other innovative solutions, driving BCG's broader AI transformation agenda.