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SAP Product Owner, US Customer Service

Lexington, Massachusetts
Start date
Apr 16, 2024

Job Details

By clicking the “Apply” button, I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Takeda’sPrivacy Noticeand Terms of Use. I further attest that all information I submit in my employment application is true to the best of my knowledge.

Job Description

Join Takeda as a SAP Product Owner, US Customer Service located out of our Lexington/Cambridge, MA office. This is a key position that will manage the US Customer Service capabilities on the Takeda enterprise SAP platform as well as companion applications maintaining, an ongoing backlog of requirements and use cases for the USBU Customer Service team. The role is tasked with coordination between various groups and sees the overall strategic need of the product and the groups benefitting from the program, and supports the prioritization of delivery as well as with ensuring ongoing operation of the core platform and the immediate surrounding ecosystem.

How you will contribute:
  • Develop and manage product roadmap, and allocated delivery and operational resource
  • Lead process of defining product requirements: make sure they are complete, integral, consistent and the sole source of requirements for the team
  • Build backlog in terms of user stories, prioritize its items to achieve business goals and continuously keep it up to date following an Agile Methodology
  • Ensure that platform consistently delivers expected performance in terms of data quality and processing schedule
  • Ensure best practice in integration with Patient Services, Omnichannel, Enterprise Data Backbone, and other systems in the Commercial Infrastructure
  • Leverage extensive knowledge of systems, process flows and procedures to aid analyses and recommendations for solution offerings
  • Coordination with various groups (technical and business oriented) and develop meaningful relationships
  • Facilitate project execution by providing support in project-level issue resolution and scope management. Ensure quality of all project deliverables. Provide thought leadership to US DD&T and Business community on use of SAP technology as part of developing commercial digital strategies. Manage partnerships and stakeholders
  • As part of product roadmap and prioritization, identify transformational capabilities such as AI and NLP to optimize process efficiency and/or customer experience.
  • Develop and report out value metrics for investments, ensuring accountability and transparency in tracking the performance and return on investment of various projects and initiatives.
  • Drive continuous improvement by identifying areas for optimization, and implementing strategies to enhance the efficiency and effectiveness of the platform.

Minimum Requirements/Qualifications:
  • Bachelor's Degree is required; Graduate degree in relevant field is desired.
  • 8+ years of experience in Information Technology, 3+ years as a Product Owner required
  • In-depth understanding and knowledge of SAP Service Cloud is required
  • In-depth understanding and knowledge of Salesforce objects is desired
  • Proven competences in innovation, strategic or visionary thinking, agile methodologies
  • Proven competences in stakeholder alignment, business need analysis, customer focus, and result focus, delivery.
  • Understand digital technologies and their potential application and translate those into business opportunities, cases, needs, and implementation roadmaps.
  • Prior experience working with and managing third-party service providers required.
  • Exceptional communication and interpersonal skills, with proven ability to building trust, listen, and ask effective questions.
  • Agile Project Management / Product Delivery Certification as well as experience with finance and budgeting required
  • Proven track record of effective project leadership and positive results.
  • Proven ability to work effectively both independently and in a team-based environment

More about us:

At Takeda, we are transforming patient care through the development of novel specialty pharmaceuticals and best in class patient support programs. Takeda is a patient-focused company that will inspire and empower you to grow through life-changing work.

Certified as a Global Top Employer, Takeda offers stimulating careers, encourages innovation, and strives for excellence in everything we do. We foster an inclusive, collaborative workplace, in which our teams are united by an unwavering commitment to deliver Better Health and a Brighter Future to people around the world.

This position is currently classified as "hybrid" in accordance with Takeda's Hybrid and Remote Work policy.

Takeda Compensation and Benefits Summary

We understand compensation is an important factor as you consider the next step in your career. We are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices.

For Location:

Lexington, MA

U.S. Base Salary Range:

$149,100.00 - $234,300.00

The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.The actual base salary offered will be in accordance with state or local minimum wage requirements for the job location.

U.S. based employees may be eligible for short-term and/or long-termincentives. U.S.based employees may be eligible to participate in medical, dental, vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, a tuition reimbursement program, paid volunteer time off, company holidays, and well-being benefits, among others. U.S.based employees are also eligible to receive, per calendar year, up to 80 hours of sick time, and new hires are eligible to accrue up to 120 hours of paid vacation.

EEO Statement

Takeda is proud in its commitment to creating a diverse workforce and providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, parental status, national origin, age, disability, citizenship status, genetic information or characteristics, marital status, status as a Vietnam era veteran, special disabled veteran, or other protected veteran in accordance with applicable federal, state and local laws, and any other characteristic protected by law.


Lexington, MA

Worker Type


Worker Sub-Type


Time Type

Full time


Takeda is a global, values-based, R&D-driven biopharmaceutical leader headquartered in Japan, committed to discover and deliver life-transforming treatments, guided by our commitment to patients, our people and the planet. Takeda focuses its R&D efforts on four therapeutic areas: Oncology, Rare Genetics and Hematology, Neuroscience, and Gastroenterology (GI). We also make targeted R&D investments in Plasma-Derived Therapies and Vaccines. We are focusing on developing highly innovative medicines that contribute to making a difference in people’s lives by advancing the frontier of new treatment options and leveraging our enhanced collaborative R&D engine and capabilities to create a robust, modality-diverse pipeline. Our employees are committed to improving quality of life for patients and to working with our partners in health care in approximately 80 countries and regions.

For more information, visit

Stock Symbol: TAK

Company info
650 East Kendall Street

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