Ecolab is seeking a Customer Service Platform Owner to serve as the primary IT partner for Customer Service applications across the Asia Pacific region, with global product ownership for our order automation tech. In this hands-on leadership role, you will drive operational excellence, continuous service improvement, and product roadmap execution. You will combine business relationship management, product ownership, Agile delivery, vendor governance, and incident leadership to deliver stable operations, measurable business outcomes, and continuous innovation. You will also lead one Product Owner and collaborate with Customer Service leaders, global IT teams, vendors, and support partners.

About the Role

In this hands-on leadership role, you will drive operational excellence, continuous service improvement, and product roadmap execution. You will combine business relationship management, product ownership, Agile delivery, vendor governance, and incident leadership to deliver stable operations, measurable business outcomes, and continuous innovation. You will also lead one Product Owner and collaborate with Customer Service leaders, global IT teams, vendors, and support partners.

Responsibilities

What’s in it For You

Make a measurable impact on the technology platforms supporting Customer Service operations across the Asia Pacific
Own the strategy and roadmap for our order automation tech
Shape customer and agent experiences through automation, platform enhancements, and service innovation
Lead and develop talent while providing direction and support the Product Owner
Collaborate globally with business leaders, technology teams, vendors, and support partners
Grow your career with a company committed to meaningful work, innovation, and operational excellence

What You Will Do

Serve as the primary IT partner and escalation point for Customer Service leadership across the Asia Pacific
Build relationships with Customer Service stakeholders and develop a clear understanding of business priorities, operational challenges, and transformation goals
Translate business needs into prioritized technology initiatives, platform enhancements, and measurable outcomes
Own the technology strategy, product roadmap, backlog governance, investment priorities, adoption, and value realization for the order automation tech
Lead and develop oneProduct Owners, establishing clear priorities, accountability, and alignment across the product portfolio
Lead Program Increment Planning, backlog refinement, prioritization, and Agile delivery activities
Coordinate delivery across Product Owners, development teams, support teams, vendors, and business stakeholders
Track commitments, dependencies, risks, decisions, and outcomes, and remove roadblocks affecting delivery
Establish and lead a continuous service improvement program focused on agent experience, customer experience, platform stability, automation, and operational efficiency
Monitor platform performance, vendor performance, service-level agreement compliance, risks, and key performance indicators, and drive corrective actions when needed
Lead the response to critical Customer Service platform incidents affecting the Asia Pacific, including incidents involving our global contact center platform
Coordinate incident triage and resolution, lead business communications, and provide timely stakeholder updates during critical incidents
Lead root cause reviews and ensure corrective and preventive actions are implemented, tracked, and sustained
Partner with the America-based Customer Service Platform Owner to provide follow-the-sun support and coordinate vendor escalations for critical CS platform issues
Manage strategic relationships with the vendor, including vendor performance reviews, escalation management, Quarterly Business Reviews, invoice validation, and commercial follow-up
Establish and maintain effective platform governance processes, operational procedures, support documentation, and knowledge management content
Support audit, risk, and compliance activities as required
Position participates in a follow-the-sun support model and may provide leadership during critical incidents outside standard business hours

Qualifications

Minimum Qualifications

Bachelor’s degree
8 years of experience in product ownership, service delivery, business analysis, IT leadership, or a related discipline
3 years of experience managing Software as a Service platforms and translating business priorities into executable product roadmaps
3 years of experience leading and developing Product Owners or cross-functional delivery teams
2 years of experience managing strategic vendors or third-party service providers, including performance reviews, service-level agreement governance, and commercial follow-up
Experience working in a global environment
Experience leading incident management, major issue resolution, root cause analysis, and production support activities
Experience owning strategic product roadmaps with accountability for execution, adoption, value realization, and business outcomes
Experience leading Agile delivery and Program Increment Planning
Immigration sponsorship not available for this role

Required Skills

Experience in product ownership, service delivery, business analysis, IT leadership, or a related discipline
Experience managing Software as a Service platforms and translating business priorities into executable product roadmaps
Experience leading and developing Product Owners or cross-functional delivery teams
Experience managing strategic vendors or third-party service providers, including performance reviews, service-level agreement governance, and commercial follow-up
Experience working in a global environment
Experience leading incident management, major issue resolution, root cause analysis, and production support activities
Experience owning strategic product roadmaps with accountability for execution, adoption, value realization, and business outcomes
Experience leading Agile delivery and Program Increment Planning

Preferred Skills

Experience supporting Customer Service or contact center technologies in a complex enterprise environment
Experience with telephony and contact center solutions
Experience with NICE CXone, Omilia, or comparable Customer Service platforms
Experience with artificial intelligence-powered Customer Service platforms and automation capabilities
Experience working across global regions within a follow-the-sun support model
Experience driving vendor accountability, service performance, and continuous improvement
Demonstrated ability to communicate complex technology and service issues clearly to executive stakeholders
Demonstrated ability to influence across global business and technology teams
Service excellence mindset focused on automation, operational efficiency, platform stability, and customer experience

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