Product Owner, Contact Center Common Capabilities

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

About Us

Nothing changes if nothing changes, which is why Baxter is transforming our global IT function—into one that will strengthen partnerships and enable smarter, more efficient and connected business processes. In the dynamic healthcare industry, we need to be ready to face new challenges and opportunities. As we learn, we must be agile and innovative to reveal new ways of working. Technology and our digital capability will help create a more efficient and innovative ecosystem to enable our employees, customers and products to drive better outcomes for patients worldwide. 

We are at the critical intersection where robust IT infrastructure and networking support meets the physicians, nurses and care givers who save and sustain lives. Together, we can build upon Baxter’s rich heritage to advance the next generation of transformative healthcare innovations. Together, we can change how IT meets healthcare. Together, we are Baxter. 

This is where technology fuels purpose-driven work. Where your purpose accelerates our mission.

Title: Product Owner, Contact Center Common Capabilities  

Location: Bangalore

Your Role

The Product Owner is responsible for defining and supporting the building of valuable, feasible, viable, and usable products that meet customer needs over lifecycle of the product. The PO will define the product roadmap for specific products within the Commercial Technology. The PO works directly with customers and Product Owners to understand and communicate their needs.  POs work closely with business Product Managers (PMs), Business Relationship Managers (BRMs), stakeholders and SMEs from different regions/countries to define how technology can enable business processes, drive business value and KPI improvement.

What you’ll be doing

• Strategic Planning:  Work collaboratively with PMs and BRMs to set plans and goals for their product and for their teams, constantly communicate and build consensus to meet the established outcomes.
• Plan how the product will be implemented - to what user population - on what timeframe so that the PM can think about the correct features to meet those targets
• Employ design thinking methodology and tools to research business and customer needs to understand the user persona and define and design intuitive and advantageous solutions based on user-centric empathy.
• Prototype, Prepare Flow diagrams, use case documents, story maps, mockups to help visualize and describe the process
• Identify Potential Technology Options and IT Cost Assessment for Global Product
• Plan how the product will be implemented - to what user population - on what timeframe so that the PM can think about the correct features to meet those targets
• Define features and continuously prioritize to identify the right initiatives to focus on and add to the product roadmap when limited resources exist to ensure there is a constant flow of work.
• Play a lead role in process governance with the goal to harmonize processes and the underlying system solution, globally.
• Innovate: research, prototype and drive the development and adoption of next generation technologies and business practices 
• Champion change: promote and drive the change and new ways of working.
• Maintain the team backlog – With input from System Architect/Engineering and other stakeholders, the PO has the primary responsibility for building, editing, and maintaining the team backlog. Consisting mostly of user stories, it also includes defects and enablers. Backlog items are prioritized based on user value, time, and other dependencies.
• Iteration Planning – The PO reviews and reprioritizes the backlog as part of the prep work for Iteration Planning, including coordination of dependencies with other POs. During the iteration planning meeting, the PO communicates story detail and priorities and ensures the team aligns and agrees on a final iteration plan. 
• Work with the technical architects and engineers to define technical solutions and enablers in line with functional and non-functional requirements and the process flows defined.
• Integrate upcoming enabler work such as architectural and non-functional requirements: data privacy considerations, security, regulatory and compliance into the backlog.
• Deliver working software product regularly and iteratively (Agile).
• Accepting stories – The PO works with the team to agree on accepted story completion. This includes validating that the story meets acceptance criteria, that it has the appropriate, persistent acceptance tests, and that it otherwise complies with its Definition of Done (DoD). In so doing, the PO also assures a level of quality, focusing primarily on fitness for use. 
• Participate in team demo and retrospective – POs collaborate with their team and any other stakeholders in the team demo. They also participate in the Iteration Retrospective, where the teams gather to improve their processes.
• Collaborate and coordinate with Business Product Managers, other Product Owners, engineers, designers and deployment leads to ensure working product is available to users/customers.
• Report progress and status in terms of business and customer outcomes to make work visible
• Support internal change management teams and external marketing teams to drive adoption and deliver products to market
• Leverage survey results, interviews with users and data/analytics and insights to continuously improve and scale their products, prioritize backlogs and employ product strategies.

What you’ll bring

• Bachelor’s degree with  >5 years of experience in digital/technical Product Ownership
• Prior experience with Commercial products such as Customer Relationship Management, Marketing, Quoting/Contracting and Pricing.
• Established Commercial Business Acumen
• Technical aptitude; to convey and collaborate around the development of the desired functionality particularly with cloud applications; prior experience or ability to learn technical development architecture and configuration principles
• Strong understanding and working experience with Agile approach and culture; Understanding the SAFe (Agile at scale) approach is a plus.  Skills in protoyping and rapid ideation/discovery.
• Ability to work with multiple geographies in a multicultural environment
• Ability and maturity to manage Senior Level Stakeholders globally, regionally and locally
• Experience in working in regulated environments (i.e. privacy/compliance)

Desired Characteristics:

• Proven analytical and problem resolution skills
• Solid digital/technical skills foundation
• Customer centric and empathetic
• Objective/outcome driven
• Proactive responsible individual, able to set own action plans 
• Ability to influence and build consensus with other IT teams and global senior leadership 
• Excellent written and oral communications skills
• Strong interpersonal and leadership skills 

EEO (Equal Employment Opportunity)

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Reasonable Accommodations
Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

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