Sr. Director, Service Product

Innovizant LLC is a leading-edge, global IT Services organization with Sales and delivery offices in Asia. We are a Full-service IT provider, focused on delivering Innovative and value-driven business analytical solutions leveraging data science, data engineering, and decision science to provide winning actionable insights assisting our financial services clients in achieving their business goals.

Our financial services industry solutions include Credit Risk insights, Customer Churn analysis, Customer segmentation, Fraud detection, Asset and Liability analysis, channel optimization analytics, Financial Advisor Network Analytics, and product bundling analytics. We have solution frameworks like FIN-CDO, BASEL-PRO, and Smart

CECL that assist our clients.

With data becoming the new 'oxygen' of businesses, many data science consulting firms have evolved, and they are contributing the best of their solutions to modern-day clients. However, the biggest challenge in managing this data comes in terms of 'Value Realization'. The true measure of success is to be able to put the data science insights into actionable events.

Role: Sr. Director, Service as a Product

Location: New York, NY

Full Time (Direct Hire)

Senior Director, Services as a Product

In a strategic shift toward providing differentiated service, we are introducing a product leader role for service, accountable for the overall business impact of the collective service delivered by our company as part of its product portfolio.

The initial focus will be on:

• Creating a vision for the customer experience of the future and helping the organization understand what it means to productize service;
• Fully defining the service offering/s that accompany our portfolio of hardware and software products;
• Establishing the criteria by which service impact can be measured over time; creating a scorecard
• Developing a multi-year service product roadmap, including incorporation of a proactive service approach into products and services as they are developed and enhanced
• Gaining buy-in from key stakeholders in the organization on the plan
• Working collaboratively with the service organization/s to deliver service against standards

With alignment, the focus will move toward execution planning – working closely with the operations, product, and technology teams to understand our current challenges in supporting complex technical products in patient care environments – and developing practical, well-coordinated plans to drive toward desired outcomes.

As the product leader for service, you will monitor and report on overall performance and work collaboratively to meet objectives. You will monitor and report on overall service performance. You will define, own, and drive the overall product roadmap, ensuring timely delivery of service offerings in alignment with hardware, software, and analytics solutions.

You will bring to the position deep knowledge of customer service principles and practices in a variety of industries. Ideally, you will have some knowledge of pharmacy operations in a variety of contexts and an understanding of operational challenges, roles/responsibilities, and stakeholders therein.

Most importantly, you know how to define and validate market opportunities, build business cases, and translate market and customer needs into product and service requirements.

• Articulate the service value proposition and develop a business case to justify ongoing investment
• Establish business goals; 1-3 year product roadmap; and 6-12 month execution plans
• Manage the full life cycle of the service product offering
• Maintain integrity of service value proposition in all product offerings, staying aligned with product owners as the portfolio evolves
• Understand key levers and influence the plans of colleagues in operations, technology, and product
• Work closely with operations leaders to establish and achieve service margin goals
• Develop a product scorecard and quarterly performance reviews to govern the performance of the service offering

• Ability to think strategically and translate strategy into product plans and programs
• Ability to drive tactically always maintaining a big picture view
• Excellent communications skills: written, verbal, group presentations
• Flexibility to partner with and negotiate with colleagues and customers at all levels within and outside the organization
• Effective leadership skills and ability to listen, communicate and motivate teams to achieve results

• 10 years of experience in service and product-oriented leadership roles in software-enabled services companies
• Demonstrated experience in high growth environments

• Master’s degree preferred
• Broader experience in other disciplines helpful including operations

Travel up to 30%