Digital Product - Domain Operations Lead

Who We Are:

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.

JOB MISSION:

The Domain Product Operations (DPO) Lead is responsible for driving adoption, sustainment, and operational excellence for enterprise products within a specific business domain. This role serves as the bridge between global product standards and domain execution-ensuring business users successfully adopt new ways of working, issues are effectively triaged and resolved, and insights are continuously translated into improved product and operational performance. The DPO Lead operationalizes the Product Operations model across Training & Adoption and Intake & Triage, while contributing to Value Realization and AnalyticsDriven Insights. Working closely with Transformation, Technology, and business stakeholders, the DPO Lead ensures consistent execution, scalable support, and continuous improvement aligned to global standards and regional needs.

MAJOR ACCOUNTABILITIES:

Training & Adoption - Sustainment Leadership

• Lead domainlevel training sustainment post-golive, ensuring content remains current and aligned with evolving releases and sprint changes.

• Manage domain enablement channels (e.g., knowledge pages, office hours, reinforcement routines) to drive sustained adoption.

• Apply and adapt global Product Operations training standards to fit domainspecific workflows and user needs.

• Partner with Business Change & Transformation (BCT/OCM) and Domain Product Managers (DPMs) to ensure training reflects futurestate processes, system functionality, and adoption risks.

• Build and coach a domain enablement network (e.g., super users or champions) to scale support and embed new ways of working.

Intake & Triage - Operational Excellence

• Own execution of domainlevel intake and triage using globally defined tiering, routing standards, and escalation paths.

• Ensure accurate issue categorization, efficient resolution, and timely escalation to product teams.

• Identify recurring patterns and root causes across regions, driving improvements through training updates, process enhancements, or product backlog inputs.

• Serve as the primary domain point of contact for businessfacing process issues, balancing responsiveness with sustainable, longterm fixes.

Value Realization - Outcomes Through Adoption

• Partner with Value Realization and Global Product Operations (GPO) to connect adoption and triage performance to measurable business outcomes (e.g., efficiency, cycle time, error reduction).

• Use domain insights to prioritize changes that protect or expand value, particularly where low adoption or high friction threatens outcomes.

• Ensure value insights inform the domain's quarterly roadmap, continuous improvement backlog, and governance forums.

Analytics & Insights

• Monitor and report domain adoption signals and triage performance trends.

• Provide quantitative and qualitative insights to GPO, DPMs, and Value Realization partners to inform enterprise OKRs and KPIs.

• Translate insights into clear action plans, including training refreshes, communication nudges, workflow changes, and backlog priorities.

Leadership & Operating Model Ownership

• Lead domain strategy for Product Operations execution and continuous improvement, anticipating future domain needs.

• Partner with regional business leaders to assess and prioritize marketspecific requirements aligned to global product strategy.

• Facilitate and manage regional governance forums, ensuring transparent decisionmaking, crossfunctional alignment, and timely escalation of risks.

• Influence stakeholders across GPO, DPM, BCT, Technology, and Value Realization without formal authority.

• Own team growth and performance if in a peopleleader role, including coaching, capability development, and resilient ways of working.

REQUIREMENTS FOR SUCCESS:

• Bachelor's Degree or equivalent combination of skills and required experience

• 7-10 years of progressive experience in digital product management, business operations, transformation, or change enablement, with handson experience driving adoption and sustainment post-golive.

• Proven experience operating in a global, matrixed environment, translating global standards into regionally relevant execution.

• Demonstrated ability to run intake and triage processes, improve operational efficiency, and reduce friction through continuous improvement.

• Strong analytics and problemsolving skills, with the ability to interpret trends, identify root causes, and translate insights into action.

• Exceptional crossfunctional influence and stakeholder management skills, including the ability to lead without formal authority.

Regular Associate Benefits

Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks - opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs - that encourage our associates to grow personally as they develop professionally. You'll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword - it's part of our culture.

Temporary associates are provided three options for medical insurance as well as dental and vision insurance and an associate discount.

Part time associates are provided 401k, short term disability, a yearly $300 lifestyle reimbursement and an associate discount.

Flexible Work Schedule

For decades we have fostered a unique culture founded on our values with a particular focus on in-person teamwork and collaboration. Our North American hybrid model encourages rich in-person experiences, showcasing our commitment to teamwork and connection, while maintaining flexibility for associates. New Balance Associates currently work in office three days per week (Tuesday, Wednesday, and Thursday). Our offices are fully open, and amenities are available across our North American office locations. To continue our focus on hybrid work we have introduced "Work from Anywhere" (WFA) for four weeks per calendar year. This model will help us enhance our culture while continuing to maintain elements of flexibility.

Equal Opportunity Employer

New Balance provides equal opportunities for all current and prospective associates to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veteran, recently separated veteran, qualified disabled veteran or other protected veteran, or any other protected status.