Principal Consumer Services Product Owner

This role is responsible for defining, planning, and executing the platform strategy, collaborating with various teams to deliver software solutions that delight customers and enhance our Consumer & Small and Medium Business (SMB) Subscription offerings. The role plans and manages technical programs or projects, effectively steering them to meet specific roadmap and feature objectives, and develops a comprehensive software vision and roadmap for product initiatives.

Responsibilities

• Own and drive end-to-end product management for digital solutions that enable and scale subscription-based services offerings.
• Operate as a hybrid Technical Program Manager + Domain expert, bridging business needs, operational workflows, and technical delivery to define digital capabilities, functional components, and integration requirements.
• Lead cross-functional requirements discovery and refinement, converting business problems into clear, testable requirements and delivery-ready backlog artifacts managed in JIRA.
• Manage business expectations and executive communications to key stakeholders (Product, GTM, Legal, Engineering, Software, IT, Supply Chain, Finance) on the proposed roadmap and drive trade-off decisions.
• Play a leadership role and drive the progress of end-to-end digital solutions across subscription experiences (enrollment, billing, servicing, lifecycle operations).
• Translate business objectives into capabilities and features, ensuring traceability from strategy → epics → features → stories → acceptance criteria.
• Lead cross-functional teams through the agile development process, including sprint planning, daily standups, and retrospectives.
• Maintain alignment between product roadmap, operational readiness, and delivery sequencing across internal partner teams.
• Recommend product requirements and definitions to align stakeholder needs.
• Manage the feature parity for multiple subscription offers in multiple geographic countries, optimizing the roadmap for scale and speed while balancing system readiness and stakeholder needs.
• Demonstrate process improvement and project management experience, preferably with the implementation of large projects.
• Advise key stakeholders on the portfolio strategy across all phases of the lifecycle.
• Facilitate structured requirements discovery to capture business objectives, scope boundaries, assumptions, constraints, risks, and dependencies.
• Create end-to-end workflow requirements, exception handling, and operational controls.
• Create and manage high-quality JIRA artifacts (epics, features, user stories, enablers) with clear problem statements, detailed functional and non-functional requirements (NFRs), acceptance criteria, validations, and test considerations.
• Ensure backlog readiness for development through grooming, prioritization, and dependency management.
• Plan, lead, and document business and technical workshops to converge on solution design and operational feasibility.
• Identify, engage, and consult subject matter experts (SMEs) to build comprehensive requirements across complex domains (e.g., billing, invoicing, payments, finance, logistics, regulatory).
• Drive decision-making through trade-off analysis (cost/benefit, timeline, risk) and clearly communicate outcomes.
• Partner with architects/designers to define functional decomposition, integrations, data flows, and business rules.
• Ensure solutions support operational execution needs, including monitoring/controls, auditability, exception management, and support readiness.
• Produce delivery-ready functional artifacts such as process flows, use cases, state transitions, business rules catalogs, interface/event requirements, and reporting needs.
• Partner with engineering teams to support implementation through sprint planning inputs, scope clarifications, and change control.
• Support UAT readiness, defect triage, and release validation.
• Coordinate with partner orgs and downstream consumers (e.g., TIO, CSS, support operations) to ensure integrated outcomes.

Typical Solution Areas

• Subscription enrollment expansions that require localized requirements.
• Design and requirements for fees and policy-driven charging logic (activation, cancellation, unreturned equipment, return shipping, early cancellation schedules), including operational workflows and finance/legal alignment.
• Payment methods enablement (e.g., Apple Pay/PayPal, SEPA-like direct debit flows).
• Regulatory/disclosure-driven requirements (e.g., copyright levy/invoice presentation implications and the operational/accounting impacts of subscription models).
• Governance-aligned deliverables such as business requirements, system design inputs, process mapping, UAT support, and cross-functional operating readiness.

Success Measures

• Backlog quality: Requirements are clear, testable, and implementation-ready with minimal rework.
• Cross-team alignment: Stakeholders converge on scope, priorities, and decisions efficiently.
• Delivery outcomes: Solutions meet business intent, operational needs, and integration requirements with successful release validation/UAT support.
• Stakeholder confidence: Teams consistently rely on this role as the “single source of truth” for requirements and solution intent.

Requirements

• Four-year or Graduate Degree in Computer Science, Software Engineering, Information Systems, or any other related discipline, or commensurate work experience or demonstrated competence.
• Typically has 10+ years of work experience, preferably in product management, digital or software product development, or a related field.
• Proven experience in Software Product Management, Solution Management, Business Analysis/Requirements Engineering, or Solution Design roles for enterprise-scale digital products.
• Demonstrated ability to lead ambiguous problem spaces and translate them into structured, delivery-ready requirements.
• Ability to influence across org boundaries without direct authority.
• Effective communication with both business and technical audiences.
• Strong capability in workshop facilitation, stakeholder alignment, and conflict resolution.
• Hands-on proficiency with JIRA and Agile/iterative delivery practices.

Preferred Certifications

• PMP preferred.

Skills

• Agile Methodology
• Automation
• JIRA
• New Product Development
• Process Improvement
• Product Management
• Project Engineering
• Project Management
• Risk Management
• Scrum (Software Development)
• Software Development
• Sprint Planning
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Pay & Benefits

The pay range for this role is $147,050 to $230,850 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

• Health insurance
• Dental insurance
• Vision insurance
• Long-term/short-term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including:
  • 4-12 weeks fully paid parental leave based on tenure
  • 11 paid holidays
  • Additional flexible paid vacation and sick leave

Schedule

• Full time
• No shift premium (United States of America)