Global Product Director - Enterprise Services -Request and Workflow Management

Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.
To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures-and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What You\’ll Do

As a Product Owner managing our Enterprise Services (ES) Request & Workflow platform, currently managed within ServiceNow, you\’ll be responsible for driving the vision for enhancing the employee support experience for ES customers at BCG. This domain is instrumental in delivering exceptional employee service experiences by embracing technology and innovation without compromising a people-first mindset. You will work in an Agile environment 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.

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
• Defining and communicating Objectives and Key Results (OKRs) to align technical product initiatives with organizational goals, effectively articulating the value proposition of proposed work to leadership teams, securing buy-in, and driving strategic decision-making
• Inspiring the \”art of the possible\”, driving innovation and continuous improvement aligned to market trends
• Digital Transformation through functional process and workflow design in a global environment, aligning your Enterprise Services Request & Workflow Management capabilities with our broader cross-functional service vision to enhance the end user experience for requesting and consuming services/support
• 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, 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
• Public speaking and influencing senior and executive leadership, especially to \’de-mystify\’ complex, nuanced topics to drive the right decisions for the organization

What You\’ll Bring

• Bachelor\’s degree required
• 10+ years\’ experience working as a Product Owner, Product Manager, ServiceNow Solution Consultant, or related field at a director level.
• Strong understanding of service management, business operational processes, and workflow management – ServiceNow subject matter experience preferred, or 5+ years\’ focused experience in a related Saas product(s), as well as an understanding of core business services such as Procurement, internal Finance support, and more. A plus if you have experience with enterprise systems in these domains such as SAP and Coupa.
• Proven experience leading large-scale program transformations, encompassing both process optimization and technical implementation.
• Proficiency in Agile methodology, experience in Atlassian stack (i.e. JIRA) or related tools
• Strong understanding of emerging technologies, especially GenAI to elevate the customer service chat and self-service experience
• Background in Consulting industry a plus
• Management experience a plus

Who You\’ll Work With

You\’ll report directly to the IT & Business Platforms Product Portfolio Lead, working very closely with your fellow Product Owners and the entire engineering team(s) including Scrum Lead, Tech Analysts, UX, Developers, and QA Analysts. Additionally, you will work very closely with customers to gather and translate detailed requirements to populate the Product Backlog and support delivery of high-value business Initiatives.

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
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