Principal Consumer Services Product Owner

This role is responsible for defining, planning, and executing the platform strategy, collaborating with various teams to deliver software solutions that delight customers and enhance our Consumer & Small and Medium Business (SMB) Subscription offerings. The role plans and manages technical programs or projects, effectively steering them to meet specific roadmap and feature objectives. The role develops a comprehensive software vision and roadmap for product initiatives.

• Own and drive end-to-end product management for digital solutions that enable and scale subscription-based services offerings

• Operate as a hybrid Technical Program Manager + Domain expert, bridging business needs, operational workflows, and technical delivery to define digital capabilities, functional components, and integration requirements.

• Lead cross-functional requirements discovery and refinement, converting business problems into clear, testable requirements and delivery-ready backlog artifacts managed in JIRA.

• Manage business expectations and executive communications to key stakeholders (Product, GTM, Legal, Engineering, Software, IT, Supply Chain, Finance) on the proposed roadmap and drive trade off decisions

• Plays a leadership role and drives the progress of the end to end digital solution across subscription experiences (enrollment, billing, servicing, lifecycle operations).

• Translate business objectives into capabilities and features, ensuring traceability from strategy → epics → features → stories → acceptance criteria.

• Leads cross-functional teams through agile development process, including sprint planning, daily standups and retrospectives

• Maintain alignment between product roadmap, operational readiness, and delivery sequencing across internal partner teams.

• Facilitate structured requirements discovery to capture:

  • Business objectives, scope boundaries, assumptions, constraints, risks, and dependencies

  • End-to-end workflow requirements, exception handling, and operational controls

• Create and manage high-quality JIRA artifacts (epics, features, user stories, enablers) with:

  • Clear problem statements and outcomes

  • Detailed functional requirements and non-functional requirements (NFRs)

  • Acceptance criteria, validations, and test considerations

• Ensure backlog readiness for development through grooming, prioritization, and dependency management.

• Plan, lead, and document business + technical workshops to converge on solution design and operational feasibility.

• Identify, engage, and consult subject matter experts (SMEs) to build comprehensive requirements across complex domains (e.g., billing, invoicing, payments, finance, logistics, regulatory).

• Drive decision-making through tradeoff analysis (cost/benefit, timeline, risk) and clearly communicate outcomes.

• Partner with architects/designers to define functional decomposition, integrations, data flows, and business rules.

• Ensure solutions support operational execution needs, including:

  • Monitoring/controls, auditability, exception management, and support readiness

• Produce delivery-ready functional artifacts (as applicable):

  • Process flows, use cases, state transitions, business rules catalogs, interface/event requirements, and reporting needs.

• Partner with engineering teams to support implementation through:

  • Sprint planning inputs, scope clarifications, and change control

  • UAT readiness, defect triage, and release validation

• Coordinate with partner orgs and downstream consumers (e.g., TIO, CSS, support operations) to ensure integrated outcomes.

• Subscription enrollment expansions that require localized requirements

• Design and requirements for fees and policy-driven charging logic (activation, cancellation, unreturned equipment, return shipping, early cancellation schedules), including operational workflows and finance/legal alignment.

• Payment methods enablement (e.g., Apple Pay/PayPal, SEPA-like direct debit flows)

• Regulatory/disclosure-driven requirements (e.g., copyright levy/invoice presentation implications and the operational/accounting impacts of subscription models)

• Governance-aligned deliverables such as business requirements, system design inputs, process mapping, UAT support, and cross-functional operating readiness.

• Backlog quality: requirements are clear, testable, and implementation-ready with minimal rework.

• Cross-team alignment: stakeholders converge on scope, priorities, and decisions efficiently.

• Delivery outcomes: solutions meet business intent, operational needs, and integration requirements with successful release validation/UAT support.

• Stakeholder confidence: teams consistently rely on this role as the “single source of truth” for requirements and solution intent.

• Four-year or Graduate Degree in Computer Science, Software Engineering, Information Systems or any other related discipline or commensurate work experience or demonstrated competence.

• Typically has 10+ years of work experience, preferably in product management, digital or software product development, or a related field.

• Proven experience in Software Product Management, Solution Management, Business Analysis/Requirements Engineering, or Solution Design roles for enterprise-scale digital products.

• Demonstrated ability to:

  • Lead ambiguous problem spaces and translate them into structured, delivery-ready requirements

  • Influence across org boundaries without direct authority

  • Communicate effectively with both business and technical audiences

• Strong capability in workshop facilitation, stakeholder alignment, and conflict resolution.

• Hands-on proficiency with JIRA and Agile/iterative delivery practices.

• PMP preferred

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