AI-Driven Digital Service Product Owner

Waters; Bellingham (MA); On-site; USD 120,000 - 180,000; Full time

Job summary

Waters seeks a Digital Service Product Owner to lead the roadmap for AI-enabled service capabilities and to translate field and customer needs into practical features that boost instrument uptime and service value.

You will partner with Digital, IT, Technical Support, Product Management, and regional service teams to deliver solutions, improve FSE productivity, and enhance the customer AI experience. The role emphasizes continuous improvement through data-driven insights.

Qualifications

• Experience leading digital/AI-enabled products or knowledge platforms.
• Ability to translate user and business needs into product requirements.
• Strong understanding of service operations and customer workflows.

Responsibilities

• Own the Digital & AI Service Roadmap and prioritize capabilities.
• Translate customer and field needs into clear product requirements.
• Collaborate with Digital, IT, Technical Support, and regional teams to deploy solutions.
• Drive adoption and measure productivity improvements for FSEs and customers.
• Define customer interactions with Waters AI and determine content levels for customers vs Waters experts.

Skills

Product ownership

Program management

Knowledge management

Technical support

Field service

AI-enabled solutions

Education

Bachelor's degree in Engineering/Science

Job description

Waters seeks a Digital Service Product Owner to lead the roadmap for AI-enabled service capabilities and to translate field and customer needs into practical features that boost instrument uptime and service value.

You will partner with Digital, IT, Technical Support, Product Management, and regional service teams to deliver solutions, improve FSE productivity, and enhance the customer AI experience. The role emphasizes continuous improvement through data-driven insights.