Director, Global Business Product Owner (BPO) – CXM Transformation, Sales Experience

Role Summary

Director, Global Business Product Owner (BPO) – CXM Transformation, Sales Experience. Leads strategic CRM product ownership for the sales experience within a large-scale transformation, aligning CRM with global business objectives and delivering measurable value.

Responsibilities

• Develop and maintain the global product vision, roadmap, and backlog for CRM capabilities, ensuring alignment with business goals and delivery of measurable value.
• Translate strategic business needs into detailed requirements, user stories, and acceptance criteria.
• Prioritize features based on business value, technical feasibility, and stakeholder input.
• Act as the primary liaison between Global Business Units, Regional Leadership, IT, and the Program team.
• Lead collaboration with cross-functional teams (Sales, Marketing, Customer Service, Service & Repair, Professional Relations & Operations).
• Manage expectations, communicate progress, and gather feedback from executive sponsors and key stakeholders.
• Make prioritization decisions, remove roadblocks, and drive timely decisions.
• Gather, analyze, and document business requirements; drive process optimization to support CRM functionalities.
• Lead workshops to elicit detailed requirements and validate solutions.
• Collaborate within an Agile framework to deliver capabilities, review deliverables, and refine the backlog.
• Support change management to maximize user adoption and value realization; develop training, communication, and support strategies.
• Define KPIs and success metrics for CRM initiatives; monitor performance and drive continuous improvement.

Qualifications

• Bachelor’s degree in Business, IT, or related field; Master’s preferred.
• 10+ years in Commercial Operations, CRM product management, Marketing, Business Analytics, Service & Repair, or related roles.
• Proven track record leading complex global initiatives and product portfolios; experience with global transformations is highly desired.
• Strong understanding of CRM platforms (Salesforce, Microsoft Dynamics, SAP CRM) and digital channels.
• Expertise in agile methodologies, product lifecycle management, and stakeholder management; proficient in financial and project management practices.
• Excellent analytical and top-down communication skills at the senior executive level.
• Portfolio management experience on a cross-functional agile team preferred.
• Foundational skills in Data Engineering, Cybersecurity, Intelligent Automation, and Emerging Technologies desirable.
• Exceptional communication, leadership, and stakeholder engagement skills.
• Approximately 25% travel expected.

Skills

• Strategic Thinking
• Customer-Centric Mindset
• Agile & Scrum Methodologies
• Product Management
• Cross-Functional Collaboration
• Data-Driven Decision Making
• Change Management & Influence

Education

• Bachelor’s degree required; Master’s preferred.