Products Owner

Role - Products Owner

Location New York, NY, 10018

Working Model- Onsite - Hybrid (3-4 days work from office)

Duration 6+ months with possible extension

Numbers of Interview- 02

Must have skills: Sports Industry experience, Digital product engineering, Service Management (Expert), Stakeholder Management.

Job Overview & Responsibilities:

• Club Technology Services Manager
• Club Service Management & Support.
• Develop a holistic understanding of Clubs'' unique challenges and opportunities as it relates to driving business objectives through digital, data and technology, and leverage that understanding to help best implement Client Technology Products & Services at the Club level.
• Partner tightly with Client Technology Products Owner teams to understand the products and services and their application at Clubs, promoting best practices.
• Products including Club websites - CMS, pages, content, analytics, subdomains, etc.
• Fan Data Products - Providing fan 360 data insights.
• Sports Data Product - scores, stats, schedules, teams, players, competitions, etc.
• Marketing technology - pixels, embeds, Salesforce Marketing Cloud.
• Manage the entire CTS Service Management function, including serve as primary day-to-day contact for overall management of service requests from Clubs on utilizing League Products, owning its effectiveness, working daily with Product Owners.
• Drive the certification of Product support with Product Owners--requiring the completion of Product/Service definition, documentation, access, and support model details.
• Embed the above into the Service Management platform for each Product, including routing flow, responsible parties, and SLAs.
• Develop automated reporting on Service Management performance by Product Owner team.
• Oversight of cross-functional Service Requests to ensure holistic completion.
• Hold periodic reviews with Product Owner teams to review SLAs and product roadmaps.
• Leverage this unique cross-Club purview to develop a sense of what Clubs are ultimately trying to achieve via digital products and data, and feed that back into product innovation.
• Work cross-functionally (inside and outside of Technology) to improve work processes, approvals, execution, and overall SLA time.
• Own the Client Connect intranet site for CTS, ensuring all Technology Product documentation is represented, working with Product teams.
• Own the Service Management platform changeover from Asana to ServiceNow for the CTS Service Management function.
• Work with Client ServiceNow resources to map CTS workflow, ownership assignments, SLAs, etc. and ensure it is up and running smoothly.
• Explore and implement agentic AI capabilities, inside and outside of ServiceNow, to drive increased efficiency in process flow, service levels, and work execution skills.
• 2-5 years experience.
• Familiarity with the application and support of digital technology products and services, including websites, digital marketing technology, and data.
• Familiarity with the technical implementation and integration of digital products, including CMS functions, API usage, access, and configuration.
• Familiarity with Customer Success program models and how to deploy technology products and services to consumer groups that meet business objectives.
• Proven experience in critical thinking and problem solving to creatively apply existing technology solutions and participate in the development of new ones.
• Familiarity with broad technology landscapes, their products and services, uses and implementations
• Proficiency in researching, developing, and deploying agentic AI.
• Familiarity with the business of sports, including fan data, B2C data-driven marketing, insights and analytics
• Familiarity with data, data systems, and data integrations.
• Familiarity with Service Management platforms, general workflow management and configuration, and reporting.