Product Operations & Customer Experience Lead

The Product Operations & Customer Experience Lead drives the evolution of enterprise delivery and portfolio management practices through process innovation, product ownership, and customer-focused operational excellence. This role serves as the lead for strategic delivery and portfolio management platforms, including ServiceNow and related product delivery tools, with responsibility for shaping the future-state intake, demand management, project registration, and portfolio delivery experience across the Enterprise Technology & Security (ETS) organization.

The position partners-closely with technology, product, project, and business stakeholders to design scalable, user-centered processes that improve transparency, streamline delivery operations, and enhance the overall customer experience. This role requires a proactive, self-driven leader who can identify opportunities, influence change, and continuously improve how teams plan, prioritize, govern, and deliver work across the organization.

Core Responsibilities

• Serve as lead for ServiceNow demand management and portfolio delivery capabilities, driving roadmap development, feature prioritization, and continuous platform improvement.
• Lead the design and implementation of modernized intake, demand management, project registration, and product delivery processes across ETS.
• Drive customer experience improvements by simplifying workflows, reducing friction points, and improving usability for technology and business stakeholders.
• Partner with cross-functional teams to define future-state portfolio and product delivery operating models aligned to Agile and Lean delivery practices.
• Collaborate with stakeholders to gather requirements, translate business needs into scalable solutions, and drive adoption of new capabilities and workflows.
• Proactively identify process improvement opportunities that improve delivery effectiveness, transparency, operational efficiency, and stakeholder satisfaction.
• Develop and maintain portfolio dashboards, KPIs, OKRs, operational metrics, and executive reporting to support data-driven decision making.
• Facilitate stakeholder workshops, process reviews, prioritization discussions, and governance forums to align teams and accelerate decision making.
• Partner with technology teams, vendors, and platform administrators to support implementation, enhancements, integrations, and operational support activities.
• Stay informed on industry trends, emerging technologies, and best practices in product operations, portfolio management, customer experience, and Agile delivery.

Required Education/Experience

• Master's Degree in Computer Science, Information Technology, Engineering, Math, Business, or applicable degree with and a minimum of 3 years relevant experience or
• Bachelor's Degree in Computer Science, Information Technology, Engineering, Math, Business, or applicable degree and a minimum of 4 years relevant experience or
• Associate's Degree in Computer Science, Information Technology, Engineering, Math, Business, or applicable degree and a minimum of 5 years relevant experience or
• High School Diploma/GED and a minimum of 7 years work experience in relevant field required.

Preferred Education/Experience

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Math, Business, or applicable degree with and a minimum of 3 years relevant experience supporting enterprise portfolio management, product operating model, or Agile transformation initiatives preferred.

Relevant Work Experience

• Experience serving as a Product Owner, Product Operations Lead, Portfolio Lead, or similar role within enterprise technology organizations, required.
• Strong experience driving process improvement, workflow optimization, and operational transformation initiatives, required.
• Experience managing or supporting ServiceNow platform capabilities, including demand management, intake workflows, portfolio management, or related modules, required.
• Experience working with Agile, Lean, or product-centric delivery models within enterprise IT organizations, required.
• Strong experience gathering business requirements and translating them into scalable operational and technical solutions, required.
• Experience developing dashboards, KPIs, OKRs, reporting frameworks, and portfolio metrics for leadership visibility and governance, required.
• Experience working across multiple teams and managing competing priorities in fast-paced delivery environments, required.
• Experience facilitating cross-functional workshops, stakeholder alignment sessions, governance reviews, and process design discussions, required.
• Experience driving adoption and change management initiatives related to new tools, platforms, or operational processes, required.
• Experience supporting enterprise portfolio management, product operating model, or Agile transformation initiatives preferred.
• Experience with ServiceNow Strategic Portfolio Management (SPM) or similar portfolio management platforms preferred.
• SAFe, Agile, Scrum, Product Owner, PMP, or related certifications preferred.
• Experience supporting customer experience or user experience improvement initiatives preferred.
• Experience with OKR frameworks, value stream management, and outcome-based delivery practices preferred.
• Experience with reporting and visualization tools such as Power BI preferred.
• Experience working within large enterprise IT organizations preferred.
• Strong understanding of Agile, Lean, portfolio management, product operations, and delivery governance practices, preferred.

Skills and Abilities

• Develops and delivers effective presentations
• Strong verbal communication and listening skills
• Demonstrated analytical skills
• Ability to build strong customer relationships
• Ability to drive multiple projects to successful completion
• Well organized, detail oriented and flexible to handle multiple assignments
• Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.

Licenses and Certifications

• Driver's License Required

Physical Demands

• Sit or stand to answer a phone for the duration of the workday
• Ability to stoop, bend, reach, and kneel throughout the workday
• Ability to read small print and symbols

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Must be able to participate in the Companys emergency management processes and storm plans as required.