Product Owner

• Business Lead Omnichannel for Sales & Service
• Baden-Württemberg, Germany | Permanent | Full-time | Senior level

A leading global engineering and technology business is investing heavily in the future of customer experience, service operations and digital communication.

The company operates in complex, mission-critical markets, delivering advanced power, propulsion and energy solutions for industries where reliability, performance and service quality genuinely matter.

It is now building a more connected, intelligent and scalable way for customers, partners and internal teams to communicate across the organisation.

This is a high-impact role for someone who can own the business side of a major omnichannel transformation, shaping how customer communications are identified, verified, routed, tracked and improved across Sales and Service.

The Role

You will lead the business ownership of a new enterprise IT solution that orchestrates customer communication across multiple channels, including email, phone, portals, case management systems, call centre environments and future digital/automated channels.

This is not a purely technical implementation role.

You will sit between Sales, Service, IT, product teams and key business stakeholders, translating business needs into a clear product vision, roadmap and actionable backlog.

You will be responsible for ensuring the solution genuinely improves the user journey, increases transparency, supports faster response times and enables a more consistent customer experience across the business.

Key Responsibilities

• Own the product vision and roadmap for an enterprise omnichannel communication solution.
• Translate business requirements into a clear, prioritised backlog.
• Lead business-side requirements gathering across Sales, Service, IT and key user groups.
• Support automation around customer identification, verification and routing.
• Coordinate stakeholders across multiple business areas and ensure alignment on priorities.
• Plan, review and approve product releases.
• Coach and support an agile delivery team through sprint planning, backlog refinement, retrospectives and release cycles.
• Ensure integration with surrounding systems such as CRM, Case Management and customer-facing platforms.
• Identify opportunities to improve the customer and user journey across communication channels.
• Drive adoption, process clarity and business value from the new platform.
• Support international alignment and travel where needed.

What We're Looking For

• University degree in business, IT, engineering or a similar field.
• Strong experience as a Product Owner, IT Project Lead, Business Lead or Project Manager for enterprise software.
• Experience with SAP CX would be highly valuable.
• Experience with comparable platforms such as Salesforce Service Cloud, Microsoft Dynamics Customer Service, Service Now CSM, Genesys, Zendesk or similar would also be relevant.
• Strong understanding of Sales and Service Management processes.
• Experience with CRM, Case Management, contact centre, customer communication, routing or omnichannel environments.
• Ability to translate complex business needs into structured requirements and deliverable product increments.
• Strong stakeholder management skills across business and IT.
• Confident working in agile environments.
• Excellent communication, leadership and organisational skills.
• Fluent German and English.
• Willingness to travel internationally when required.

Why This Role?

This is a rare chance to join a major global engineering business at the point where customer communication, digital transformation and service excellence are becoming central to the company's future operating model.

You will not simply maintain an existing system.

You will help shape how a complex international organisation communicates with its customers, supports its service teams and connects Sales, Service and digital channels into one more intelligent ecosystem.

For someone who enjoys business ownership, stakeholder alignment, enterprise software delivery and customer experience transformation, this is a role with real visibility and long-term impact.