Product Owner

Bridgestone Americas; Bengaluru Urban; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Bridgestone Americas in Bengaluru, India seeks a Product Owner to coordinate with onshore Product Owner, business stakeholders, and support teams to ensure SLAs and uptime for Pricing platforms, balancing technical aptitude with business acumen.

You will refine user stories, manage the support backlog, drive improvements, and act as point of contact for escalations while building client relationships and driving customer value.

Qualifications

• Minimum of 8 years prior experience in: customer service, technical support/services, automotive industry and/or managing customer accounts.

Responsibilities

• Define, manage, and report support metrics including (Tier 1, Tier 2 & Tier 3).
• Identify incident trends and address the issues in a holistic fashion.
• Define and own the Pricing support processes and any improvements to the process.
• Prioritize work for the team based on impact and criticality.
• Be the go-to person for any escalations for the support team.
• Be the single point of contact for the AMS/CFS process.
• Ability to lead and motivate the support teams to be efficient and effective.
• Become a subject matter expert on Bridgestone platforms, operational processes, and resources.
• Work with different technical team members to solve for Priority tickets.
• Assist customers to gain greater value from our platforms and make it easy to business with Bridgestone.
• Scheduled meetings with different platform teams to refine support process and prioritize the small enhancements and business requests.
• Present the support status in monthly operational review meeting.
• Proactively monitor platform health to assess gaps and risks.
• Coordinate audit related tasks & ensure audit compliance.
• Collaborate with cross-functional teams.
• Managing and prioritizing the support product backlog, translating product managers' strategies to user stories & enablers for development.
• Champion the support triage sessions and direct the team as necessary.

Skills

Pricing knowledge

Order management

Supply chain processes

Communication skills

Conflict resolution

Stakeholder management

Time management

Decision making

Data-driven decisions

Presentation skills

Education

8+ years in customer service/technical support/automotive

Job description

As a Product Owner you will coordinate and support the onshore Product Owner, business stakeholders and associated business processes. You will ensure and uphold support SLAs and uptimes. This role requires combining technical aptitude and business acumen to help achieve maximum efficiency and operational value of our Pricing platforms. You will work closely with onshore & offshore support team to refine user stories, analyze issues. You will work across various internal operational teams to maximize our customer experience. You will demonstrate your ability to build relationships with new and existing customers, manage complex customer relationships, achieve customer satisfaction, and drive customer retention and expansion.

Job Duties

• Define, manage, and report support metrics including (Tier 1, Tier 2 & Tier 3).
• Identify incident trends and address the issues in a holistic fashion.
• Define and own the Pricing support processes and any improvements to the process.
• Prioritize work for the team based on impact and criticality.
• Be the go-to person for any escalations for the support team.
• Be the single point of contact for the AMS/CFS process.
• Ability to lead and motivate the support teams to be efficient and effective.
• Become a subject matter expert on Bridgestone platforms, operational processes, and resources.
• Work with different technical team members to solve for Priority tickets.
• Assist customers to gain greater value from our platforms and make it easy to business with Bridgestone.
• Scheduled meetings with different platform teams to refine support process and prioritize the small enhancements and business requests.
• Present the support status in monthly operational review meeting.
• Proactively monitor platform health to assess gaps and risks.
• Coordinate audit related tasks & ensure audit compliance.
• Collaborate with cross-functional teams.
• Managing and prioritizing the support product backlog, translating product managers' strategies to user stories & enablers for development.
• Champion the support triage sessions and direct the team as necessary.

Additional Skills

• Have good understanding pricing, Order Management and/OR supply chain processes
• Excellent communication skills, both written and verbal, with the ability to engage and influence stakeholders (team, customers, other operational teams, upper management etc.) at all levels of an organization.
• Must have a positive attitude with a courteous and professional demeanor
• Experience implementing and supporting large-scale technology solutions for large automotive, transportation, or service companies.
• Strong conflict resolution skills
• Must be able to work with a diverse culture.
• Ability to work within a fast-paced corporate culture.
• Ability to multitask, prioritize and manage time effectively to meet aggressive timelines.
• Ability to use independent judgment to handle customer issues efficiently.
• Customer centric orientation with experience in managing multiple stakeholders.
• Ability to interpret data trends to for decision making and present customer value and ROI.
• Excellent listening and presentation skills
• Strong problem-solving and analytical skills, with the ability to navigate through ambiguity and provide effective solutions.
• Ability to juggle multiple tasks and responsibilities at one time, so time management is a skill that's needed to be successful.
• Ability to coordinate the triage and diagnose of the issues. Ability to work with both technical and business stakeholders to align on solutions.
• Operate independently with minimal supervision and ability to be solution oriented to accommodate customer needs.
• Contacts sometimes contain confidential/sensitive information and discretion is a must.

Education And Experience

• Minimum of 8 years prior experience in: customer service, technical support/services, automotive industry and/or managing customer accounts.