Product Owner II - (Infrastructure Enterprise Services)

At ALSAC You Do More Than Make A Living; You Make A Difference

We like people who are different…because we're different, too. As one of the world's most iconic and respected nonprofits, we know what it's like to stand out. That's why we're looking at you. Your background, perspective, and desire to make an impact set you apart. As we work to help St. Jude cure childhood cancer, we're calling on the game-changers, innovators and visionaries to join our family. Not just for the kids of St. Jude, but also for you. Because at ALSAC, we develop and celebrate our employees. So, bring your whole, authentic self and become part of our shared mission: Finding cures. Saving children.®

Job Description

We are looking for a Product Owner who thinks of IT support as a product, not just a collection of tickets, tools, or queues. This role owns the end-to-end support experience—from the moment an employee needs help to the point their issue is fully resolved and their productivity restored.

The primary service area for this role is End User Compute (EUC), which includes the technology employees rely on every day: computers, phones, monitors, peripherals, and core productivity tools. This position sits at the center of our "single front door" support model and has a significant opportunity to shape how the entire company experiences IT—starting with onboarding and extending through everyday support.

As Product Owner II, you will own the full support experience across Client Services and the Service Desk—not just a specific tool or process. Your "customer" is the entire company, and your mission is to ensure employees consistently receive timely, reliable, and high-quality support.

You will define the product vision, set priorities that matter most, guide delivery with data, and partner closely with IT leaders and resolver teams to turn pain points into meaningful improvements.

Key Responsibilities

Product Strategy & Vision

• Establish and own the strategic vision and direction for end user support services and platforms.
• Define and maintain a 3-year product roadmap, release plans, and prioritized backlog aligned to business goals.
• Ensure the product delivers measurable value through defined KPIs, usage insights, and service health indicators.

End-to-End Support Experience Ownership

• Own how employees experience IT support across Service Desk and Client Services, including request intake, incident handling, escalations, SLAs, and knowledge management.
• Champion a user-centered experience, identifying friction points in the "front door" and driving improvements where it breaks down.
• Shape how IT is experienced daily—from onboarding to device support and beyond.

Data-Driven Improvement

• Analyze trends and metrics such as first-call resolution, ticket volume, aging, and escalation patterns.
• Use insights to guide prioritization and decision-making—not just reporting, but real, tangible improvements.
• Continuously evaluate and optimize workflows, tooling, and processes.

Stakeholder & Cross-Functional Leadership

• Act as the connective tissue between Service Desk leadership, Client Services leadership, IT Operations, Architecture, Security, and downstream resolver teams.
• Listen deeply to customer and stakeholder pain points, translate them into actionable requirements, and clearly communicate priorities and tradeoffs.
• Partner with IT leadership to ensure alignment with enterprise objectives.

Execution & Delivery

• Define user stories, requirements, user experience flows, and wireframes that clearly communicate product direction.
• Lead agile delivery using Scrum and industry best practices to improve team effectiveness.
• Coordinate software releases, manage defects, and ensure product quality and information security requirements are met.
• Work with vendors and external partners to enhance platform capabilities as needed.

Enablement & Communication

• Translate technical concepts into plain language that resonates with business users.
• Develop training materials and documentation that clearly connect product features to business value.
• Demonstrate product capabilities and provide regular product and project status updates.

What Success Looks Like

• Employees experience IT support as predictable, intuitive, and valuable.
• Service Desk and Client Services are aligned around shared priorities and outcomes.
• Metrics show improved resolution times, reduced aging, and better first-contact resolution.
• Stakeholders understand the roadmap, tradeoffs, and why work is prioritized the way it is.
• The support experience continuously improves—not through heroics, but through intentional product ownership.

Required Qualifications

• Strong working knowledge of Service Desk and Client Services operations, including incident management, request fulfillment, SLAs, escalations, and knowledge management.
• Proven experience owning products or services in a service-oriented or IT operations environment.
• Solid understanding of hardware, software, and network setup related to end user computing.
• Experience using agile methodologies (Scrum) to drive delivery and improvement.
• Ability to facilitate discussions, resolve disagreements, and balance competing priorities.
• Excellent written and verbal communication skills, with the ability to translate technical details into business value.

Education & Experience

• Bachelor's degree in Engineering, Product Development, or a related field.
• 6–8 years of information technology experience.
• Agile Product Owner certification (or equivalent) preferred.

This position is based at ALSAC's National Executive Office in Memphis, TN and is eligible for a hybrid work schedule.

Benefits & Perks

The following Benefits & Perks apply to Full-Time Roles Only.

We're dedicated to ensuring children and their families have every opportunity to enjoy life's special moments. We're also committed to giving our staff excellent benefits so they can do the same.

• Core Medical Coverage: (low cost low deductible Medical, Dental, and Vison Insurance plans)
• 401K Retirement Plan with 7% Employer Contribution
• Exceptional Paid Time Off
• Maternity / Paternity Leave
• Infertility Treatment Program
• Adoption Assistance
• Education Assistance
• Enterprise Learning and Development
• And more

ALSAC is an equal employment opportunity employer.

ALSAC does not discriminate against any individual with regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, transgender status, disability, veteran status, genetic information or other protected status.

No Search Firms:

ALSAC does not accept unsolicited assistance from search firms for employment opportunities. All resumes submitted by search firms to any ALSAC employee or ALSAC representative via email, the internet or in any form and/or method without being contacted and approved by our Employee Experience team and without a valid written search agreement in place will result in no fee being paid if a referred candidate is hired by ALSAC.