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Service Technology Product Owner in Richmond, VA at Owens & Minor, Inc.

Date Posted: 1/22/2019

Job Snapshot

Job Description



Operates as a business liaison between the Owens & Minor Client Engagement Center (CEC) and IT department, identifying and delivering functionality that enables the business strategy of the CEC.  Represents the CEC on technology projects and releases that enhance performance and improve capabilities in support of business goals.  Collaborates with CEC, functional, and process leaders to ensure unified implementation and ongoing enhancements of Salesforce Service Cloud and other supporting technologies.  Collaborates cross functionally with other functional areas to ensure appropriate integration, prioritization, and alignment across all impacted stakeholder areas.


1.       Leads planning, prioritization and execution of all CEC technology-related process improvement and strategy fulfillment initiatives on the business side. 

2.       Represents the CEC on technology projects and releases, and serves as IT project team member.

3.       Works across leadership and all the Process Leader functions to identify technology enhancement opportunities for the CEC, partnering with Continuous Improvement Team to determine appropriate enhancements to pursue.

4.       Creates and presents business cases to secure resources and funding for initiatives. Develops project plans and assembles and manages cross-functional project teams to achieve project goals and objectives.

5.       Monitors status of technology initiatives for the CEC to ensure successful execution, coordinating appropriate business subject matter experts and others as needed.

6.       Provides regular reporting and communications to CEC leadership and teams regarding status of technology initiatives.

7.       Collaborates with CEC stakeholders to identify and understand business problems to be addressed through technology enhancements.

8.       Defines and develops user stories and acceptance criteria for the features needed in Salesforce with internal resource team.

9.       Identifies and documents business needs by working closely with stakeholders.  Documents new features from the perspective of the users.

10.   Provides support around the roll-out and adoption of enhancements.  Manages 'Train the Trainer' sessions to educate internal customers facing teams on the new features.  Partners with Training and Communications to prepare for new releases to ensure teammates are prepared and others are aware of changes to functionality.

11.   Develops strong knowledge of Salesforce to understand how to build impactful features to support our overall vision and strategy.

12.   Serves as technology needs point of contact for business, maintaining a strong and collaborative relationship with all stakeholders.

13.   Develops a deep knowledge of supported business areas and technology to ensure that business needs are understood and technical implications can be conveyed in a manner that business users can understand and technical team can use during development.

14.   Drives development of releases & enhancements from the business side in partnership with IT.  Responsible for understanding both the technical and business side of technology enhancement releases.  Resolves open design decisions for CEC functionality releases. 

15.   Coordinates, schedules, and facilitates requirements building and user story workings sessions for CEC releases and enhancements.  Collaborates & partners with other product owners as needed

16.   Reviews and refines user stories and requirements for accuracy and alignment with business subject matter expert input.  Facilitates sign off of user stories by stakeholders.

17.   Maintain and prioritize backlog for the CEC.


1.       Performs additional duties as directed.



  • Bachelors degree required; focus in Information Systems or Business preferred
  • 10 or more years in process improvement and/or project management related experience ideally with an emphasis on technology
  • Key experience areas include: work with Agile delivery teams, Salesforce, Shared Services, Change Management, Continuous Improvement, and Process Optimization
  • MS Excel and Access expertise
  • Proven experience


  • Ability to build and maintain effective working relationship across department
  • Customer focused with ability to offer unique solutions that deliver on their expectations
  • Experience interacting with both business and IT teams
  • Ability to deliver output under high pressure with challenging timelines
  • Demonstrated experience and leadership in managing technology initiatives to advance an organization's strategy and goals
  • Demonstrated ability and experience in writing, editing, and producing technology requirements
  • Demonstrated skill and experience proactively building relationships with business leadership within the business and across functions of the organization
  • Ability to make decisions or drive others to a decision in a changing environment
  • Energetic, flexible, collaborative and proactive performer who welcomes challenges
  • Communicates effectively and persuasively, both verbally and in writing
  • Manages time and resources effectively through strong organization, multi-tasking, time management and project management skills
  • Works independently as a self-starter committed to delivering the highest service, quality and results
  • Analyzes information to make sound recommendations
  • Anticipates problems and works proactively to solve them through creative thinking
  • Excellent problem solving and analytical skills
  • Ability to work independently and as a part of a team to seek resolution to problems


  • None

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