Technical Product Owner, Consumer Care and Customer Service

About this role

Job Description:
Technical Product Owner, Consumer Care and Customer Service
At Mars Snacking, we're reimagining how consumers engage with our brands by transforming traditional customer service into a modern, intelligent, and highly connected consumer care experience. As the Technical Product Owner, Consumer Care and Customer Service, you will play a pivotal role in shaping and delivering the technology ecosystem that powers consumer interactions globally. Working at the intersection of product management, customer experience, and technology, you will translate strategic business priorities into scalable digital solutions that enhance service quality, accelerate resolution times, and strengthen consumer loyalty.


This role is ideal for a technology product leader who thrives in complex, customer-centric environments and is passionate about leveraging emerging technologies to drive meaningful outcomes. You will lead the evolution of CRM, contact center, and AI-driven service capabilities, helping create a seamless omnichannel experience for consumers while empowering customer service associates with intelligent tools, automation, and real-time insights. Through your leadership, Mars Snacking will continue its journey toward an integrated, agentic consumer engagement platform that delivers personalized, efficient, and proactive support at scale.


What Are We Looking For?

• Bachelor's degree in Computer Science, Information Systems, Software Engineering, or a related technical discipline; equivalent experience considered.
• 5+ years of experience as a Technical Product Owner, Product Manager, Business Systems Analyst, or similar technology-focused role supporting customer service, CRM, or contact center platforms.
• Demonstrated experience managing product backlogs, writing technical requirements, defining user stories, and delivering solutions within Agile product development environments.
• Strong knowledge of CRM platforms such as Salesforce ...