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Check with seller Product Owner, Knowledge & Self-Service Portland

Published date: April 3, 2022
  • Location: Portland, Maine, United States

As a Product Owner on the Global Service Enablement team, you will be focused on establishing and driving strategy for Knowledge and Self-Service. This position will work closely with leaders across the business to maximize the value of our Knowledge investment for our customers, onboarding and training teams, our contact center, and other currently unidentified opportunities. T

The ideal candidate has a proven track record of building and optimizing Knowledge programs, particularly when it comes to building out customer facing Knowledge and leveraging technology to further enable such programs. You will partner closely with our Line of Business product teams to drive customer self-service through Knowledge to increase our containment rate and call deflection. This role will also identify and develop other self-service opportunities for our customers. In many cases, your work will be highly cross-functional and global and will require you to work closely with a Line of Business, Customer Market Insights Team, CAG Customer &Technical Support (CTS) Team(s), IT and/or other teams as necessary.

This role reports to the Sr. Product Owner for Global Service Enablement who is responsible for the overall definition, design, and implementation of the Service Enablement strategy including Training, Knowledge Mgmt and Self-Service.

In this role you:

  • You will work with cross-functional teams of Business Analysts, Process Specialists, Product Managers, CTS leaders, as well as Information Technology (IT) technical leads with the goal of delivering Knowledge and self-service solutions to both internal and external customers.
  • You will work closely with other Global Service Enablement Product Owners to ensure complete alignment of strategies and roadmaps.
  • You will have the opportunity to work on visible projects as part of a collaborative team.
  • You will partner with Line of Business leaders to identify product improvements that reduce the overall customer effort and also help drive operational efficiencies and productivity for Customer & Technical Support teams.
What You Will Need to Succeed:
  • You will build relationships quickly and successfully navigate a highly matrixed organization.
  • You have contact center and/or strong operations experience and ideally have worked with Salesforce ServiceCloud and Knowledge.
  • You bring a proven track record of developing successful Knowledge and self-service strategies to support the business.
  • You are disciplined and a self-starter by nature, with a high degree of reliability and attention to time and detail.
  • People around you call you a natural networker, good partner, and someone with genuine interests in the success of the overall project and is less focused on individual accomplishments.
  • You are agile and can work well in environments where objectives and priorities are reviewed and assessed regularly.
  • You are comfortable presenting to senior leaders at the company.
We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 9,000 talented people.

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

Let’s pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBT individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

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