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Job Title

Sr. Digital Product Manager, Service Excellence

Locations

Bogotá, Distrito Capital, Colombia; Paranaque, Manila

Summary

Lead a cross‑functional team focused on creating scalable, customer‑centric digital products that enhance both agent and customer experiences across multiple touchpoints. Responsibilities include strategy development, product backlog ownership, and delivery across integrated platforms such as Genesys, ASKGS, and ServiceNow.

Key Responsibilities

- Develop and drive the strategy for the omnichannel suite of products, establishing objectives, success metrics, and a capability roadmap for Genesys and ASKGS ServiceNow Platform.
- Define and validate product backlog ideas in partnership with user input, translating them into a release plan aligned with quarterly goals.
- Maintain clear communication of progress, risks, issues, and improvement opportunities to leadership and stakeholders.
- Build and manage the product backlog by collaborating with business analysts to craft user stories and acceptance criteria.
- Facilitate cross‑functional collaboration, from daily scrum management to stakeholder governance.
- Translate strategy into actionable product roadmaps, define feature requirements, prioritize the backlog, and monitor KPI adoption.
- Guide a multi‑disciplinary team of Business Analysts, Designers, Developers, and Testers through end‑to‑end product enhancements.
- Partner with integral content strategy and knowledge management teams to ensure governance practices are followed.
- Design and execute Voice‑of‑Customer activities to identify opportunities for product portfolio improvement.
- Lead innovation around generative AI opportunities, integrating cutting‑edge technology into omnichannel experiences.
- Manage approximately three direct reports.

Experience & Qualifications

Required

- Minimum of a Bachelor’s degree in Business, Technology, Experience Design, or a related field.




- 8+ years of experience in product management, product strategy, or user experience with a proven track record of delivering valuable outcomes for customer‑facing digital properties.
- Experience managing deliverables and milestones on time, within budget, and meeting business needs.
- Prior experience as a Product Owner, Scrum Master, or Program Manager for software products; preferred experience with ServiceNow.
- Understanding of portfolio principles and the ability to apply them for budgeting and prioritization.
- Strong business acumen, creative problem‑solving, and data‑analysis skills.
- Ability to influence stakeholders and management, lead teams, and navigate interdependencies.
- Effective goal setting, performance monitoring, and engagement of cross‑functional teams.
- Strong self‑motivation with the capacity to direct, lead, and motivate oneself and others.
- Excellent written and verbal communication skills in English.
- Proficiency in navigating, configuring, and managing complex enterprise platforms.
- Proficient with tools such as Microsoft Office, JIRA, Confluence, and ServiceNow.
- Highly organized with strong attention to detail.
- Team player with curiosity and high energy.

Preferred

- Experience with Service Management technologies and platforms (e.g., ServiceNow, Genesys).
- Proven ability to manage relationships and influence change within a large complex organization.
- Certified Customer Experience Professional (CCXP) with strong CX proficiencies.
- UX design skills such as wireframing and/or information‑architecture analysis.

Equal Opportunity Employer

Johnson & Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

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📌 Senior Digital Product Manager - Operational Excellence (Bogotá)
🏢 7456-Johnson & Johnson MedTech Colombia S.A.S. Legal Entity
📍 Bogotá