ETS Service Owner, Customer Service Applications

Ecolab is seeking a Customer Service Platform Owner to serve as the primary IT partner for Customer Service applications across the Americas, with global product ownership for NICE CXone and Omilia. 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 two Product Owners and collaborate with Customer Service leaders, global IT teams, vendors, and support partners. What’s in it For You: Make a measurable impact on the technology platforms supporting Customer Service operations across the Americas Own the strategy and roadmap for global NICE CXone and Omilia platforms Shape customer and agent experiences through automation, platform enhancements, and service innovation Lead and develop talent while providing direction and support to two Product Owners 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 Americas 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 NICE CXone and Omilia Lead and develop two Product 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 Americas, including incidents involving order automation technologies 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 Asia Pacific-based Customer Service Platform Owner to provide follow-the-sun support and coordinate vendor escalations for critical Portalink and global NICE issues Manage strategic relationships with NICE and Omilia, 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 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