Job Specifications
Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.
Business Capability Owner – Customer Experience
Located out of our Cork Office - 2 days per week min in the office.
The Role:
Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.
The Team and Role:
The Digital Office is a service-centric organization where our Business Capability Teams are directly accountable for the end-to-end business capabilities they enable.
We are looking for a Business Capability Owner (BCO) for our Consumer Customer Experience (CX) capability. In this role, you will be the strategic partner to our Global CX Business Unit, enabling the technology that supports millions of customer interactions across the globe.
Currently, our ecosystem is powered by Zendesk, but we are at a pivotal moment. We are evaluating the future of our CX technology stack to support our B2C growth. You will play a leading role in deciding whether to evolve our current stack or lead a massive transformation to a new enterprise platform.
You are accountable for the strategic "what" and "why" of the capability. You will manage the roadmap for self-service, agent tools, and omnichannel support. Critically, this role includes the direct line management of the business-facing members of the team (Business Analysts and Subject Matter Experts), making you both a strategic owner and a people leader.
Your Contribution:
Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. Share our passion for Equality and the Environment. These are the behaviors and values you’ll need for success at Logitech. In this role you will:
CX Strategy & Platform Vision: Define the 3-5 year roadmap for our B2C Service technology. You will lead the strategic assessment of our current Zendesk landscape vs. the market, and if necessary, drive the RFP and selection process for a new global platform.
Operational Alignment: Bridge the gap between technology and the contact center floor. You will translate high-level business goals (e.g., reducing Average Handle Time, increasing First Contact Resolution) into digital features that make agents' lives easier.
Backlog & Prioritization: Own and prioritize the backlog for the capability. You will balance "Keep the Lights On" stability with innovative features like AI-driven support, chatbots, and advanced self-service portals.
Business Value & ROI: Define and track the business value of your digital investments. You are accountable for proving how technology improves CSAT, NPS, and Operational Efficiency.
Team Management: Directly manage, develop, and lead the business-facing team members (Business Analysts, SMEs), fostering their career growth and ensuring they are asking the right questions.
Stakeholder Management: Act as the primary advisor to the Head of Global CX and Operations Directors. You are the "voice of the business" within the Digital Office.
Partnership: Collaborate relentlessly with your Technology Lead (TL) partner to ensure the strategic vision is translated into a scalable, secure technical solution.
Key Qualifications:
For consideration, you must bring the following minimum skills and experiences to our team:
Strategic Leadership: Proven experience as a Product Manager, BCO, or Digital Transformation Lead specifically within the Customer Service / Support domain.
Operational DNA: You have strong business acumen regarding how a Support Center functions. Ideally, you have worked in a Customer Service Center in the past (e.g., as an Operations Manager, Supervisor, or Process Lead) before moving into Digital/Product. You understand the pressure agents face.
Transformation Experience: You have successfully led or played a critical role in a large-scale CS technology replatforming (e.g., migrating from Legacy to Salesforce, Oracle, Zendesk, or ServiceNow) for a global company.
Direct People Management: Demonstrable experience in the direct line management and development of business analysts or product owners.
B2C Scale: Experience working with high-volume, B2C consumer models (Retail, Consumer Electronics, FMCG). You understand the complexity of global warranties, returns (RMA), and technical troubleshooting.
Preferred Qualifications:
Platform Expertise: Deep knowledge of the Customer Service technology landscape (Zendesk, Salesforce Service Cloud, Oracle Service, ServiceNow).
AI & Automation: Experience implementing chatbots, AI-assisted agent tools, or knowledge management systems.
Certified Scrum Product Owner (CSPO) or similar Agile certification.
Experience with Consumer Electronics support specifically (hardware + software troubleshooting).
Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuit
About the Company
At Logitech, our purpose is to extend human potential in work and play.
We do this by designing software-enabled hardware solutions that drive superior performance when gaming and superior productivity while at work, all with maximum comfort, speed and accuracy. We enable creativity when pursuing passions and connectivity so everyone is seen, heard and can contribute in their own unique way.
As a Swiss company focused on innovation and quality, our products are the point of connection between people and the digital world. ...
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