Logitech

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 continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.

Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!

We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location.

All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at +1-510-713-4866 for assistance and we will get back to you as soon as possible.