Product Owner, Field Service
 

Overview: OPEX is seeking a Product Owner, Field Service to own the business direction and ongoing improvement of the technology capabilities that support our Service organization. This role works closely with Service leaders, frontline employees, Information Systems, and external software partners to understand operational needs, define priorities, manage the product backlog, and ensure technology investments improve customer service, employee effectiveness, and business performance.

The Product Owner serves as the primary business-facing owner for Service applications and related workflows, including field service, dispatch and scheduling, technical support, mobile technician experiences, installed assets, service contracts, parts and inventory, customer and employee portals, knowledge, reporting, and integrations with other enterprise systems. The role translates business problems into clear product requirements and makes informed trade-offs about what should be addressed first.

This is a cross-functional product role rather than a software-development position. The Product Owner defines the business need, desired outcome, priority, requirements, and acceptance expectations. 

Key Responsibilities

• Own the product roadmap for Service technology capabilities, aligning priorities to business strategy, customer experience, operational performance, and measurable outcomes.
• Build strong relationships with Service leaders, dispatchers, technicians, technical support teams, finance partners, and other stakeholders to understand needs, pain points, opportunities, and changing business priorities.
• Lead demand intake and requirements discovery for defects, process improvements, configuration changes, enhancements, and new capabilities.
• Translate business needs into clear, actionable requirements and backlog items with business context, expected outcomes, acceptance criteria, dependencies, and supporting examples.
• Own, curate, and continuously prioritize the Service product backlog using business impact, customer impact, risk, urgency, user reach, expected value, dependencies, effort, and available capacity.
• Lead regular backlog and roadmap discussions with stakeholders, making trade-offs transparent and ensuring priorities, decisions, ownership, and next actions are understood.
• Distinguish between technology defects, data issues, process problems, training or adoption needs, configuration opportunities, vendor product limitations, and true enhancement requests so work is routed appropriately.
• Partner with technical teams and software providers throughout delivery, providing timely business clarification and decisions while allowing technical teams to own solution design and implementation.
• Coordinate business validation and user acceptance testing, ensuring the right users and scenarios are represented and that delivered changes address the original business problem.
• Partner with change and enablement resources on release readiness, communications, training, process changes, and adoption so new capabilities are used effectively after deployment.
• Use operational data, support trends, recurring workarounds, user feedback, adoption signals, and service performance to identify root causes and opportunities for continuous improvement.
• Promote effective use of standard enterprise-platform capabilities and configuration before pursuing unnecessary customization.
• Maintain clear visibility into roadmap status, backlog health, aging requests, risks, dependencies, delivered outcomes, and decisions for Service and technology leadership.
• Track whether implemented changes deliver the intended business value and recommend follow-up actions when adoption, process, data, or solution changes are needed.
• Coordinate priorities and dependencies across related enterprise systems when Service processes span CRM, ERP, quoting, reporting, integrations, portals, data, or other business applications.

Required Qualifications

• 5+ years of experience in product ownership, product management, business systems analysis, application management, service operations, business process improvement, or a related discipline.
• Demonstrated experience managing a product or application backlog and prioritizing competing defects, enhancements, process needs, and stakeholder requests.
• Strong requirements-discovery and problem-definition skills, including the ability to write clear business requirements, user stories or work items, and acceptance criteria.
• Ability to analyze complex business processes, clarify ambiguous problems, identify root causes, and translate business needs into practical technology opportunities.
• Experience working across business stakeholders, technical teams, and third-party software or implementation partners.
• Ability to facilitate prioritization and trade-off discussions using business value, customer impact, risk, urgency, dependencies, and capacity.
• Experience coordinating business acceptance, release readiness, stakeholder communication, and post-implementation follow-up.
• Strong written and verbal communication, facilitation, organization, judgment, and stakeholder-influence skills.
• Working knowledge of agile product-management practices and backlog-management tools such as Azure DevOps, Jira, or comparable platforms.

Preferred Qualifications

• Experience with field service, dispatch and scheduling, mobile workforce operations, technical support, service contracts, installed assets, service parts, inventory, customer service, or related operational processes.
• Experience with Microsoft Dynamics 365 Field Service, Dynamics 365 Customer Service, Oracle Fusion, enterprise CPQ solutions, or comparable CRM/ERP platforms.
• Experience supporting packaged enterprise software, including vendor releases, configuration, integrations, data quality, reporting, regression testing, and vendor support cases.
• Experience driving process improvement, user adoption, business readiness, or measurable benefits from enterprise technology investments.
• Bachelor’s degree in business, technology, operations, or a related field, or equivalent practical experience.

Success Measures

• Service stakeholders have clear visibility into the product roadmap and backlog, including what is prioritized, why it is prioritized, and what decisions or dependencies remain.
• High-impact operational problems and recurring issues are identified early, defined clearly, prioritized appropriately, and driven to accountable resolution.
• Backlog items are sufficiently clear and ready for technical teams and partners to estimate, design, and execute efficiently.
• Delivered changes are validated by the appropriate business users and demonstrably address the intended operational need.
• Technology investments produce measurable improvements in customer experience, employee productivity, service quality, cycle time, reliability, cost, or other defined business outcomes.
• Aging requests, duplicate work, unclear ownership, repeated workarounds, and unnecessary customization decline over time.
• New capabilities are understood and adopted by users, with feedback and utilization data feeding future product priorities.
• The Service technology roadmap evolves proactively as business needs change rather than functioning primarily as a reactive support queue.

Candidate Profile

The ideal candidate is a practical, business-oriented product leader who is comfortable operating between frontline operations and technology teams. They are skilled at listening, asking the right questions, structuring ambiguous problems, making evidence-based priority decisions, and explaining trade-offs clearly. They do not need to be a software developer, but they should understand how enterprise applications, integrations, data, and operational workflows fit together well enough to make sound product decisions.

Most importantly, the successful candidate will be accountable for improving how Service operates through technology—not simply managing tickets or reproducing existing processes in a new system. The role requires curiosity, discipline, persistence, and a strong focus on measurable business outcomes.

The salary range for this position is $95k-$105K, based on experience.