Job Summary

The Digital Product Operations Enablement Specialist supports the successful delivery, adoption, and continuous
improvement of Black & Veatch's Digital Product portfolio. This role serves as the operational hub for product
launch communications, user training, and enablement, UX intake coordination, ServiceNow portfolio
administration, executive communications, and Digital Product Operating Model (DPOM) governance activities.

The position partners closely with Product Managers, UX teams, Engineering, Change Management, and
business stakeholders to ensure products are effectively communicated, successfully launched, effectively
adopted, and operationally governed. The ideal candidate combines effective communication skills,
organizational discipline, and operational rigor with a passion for driving product adoption and business
outcomes.

This role actualizes the Digital Product Operating Model (DPOM) by establishing fit-for-purpose ways of working,
coaching, and working with product and engineering teams, and measuring outcomes that improve value
delivery, predictability, and resilience at scale.

Key Responsibilities

Product Release Communications, Adoption & Enablement
• Establish and drive the process for development of release announcements, product updates, user
communications, adoption campaigns, and stakeholder messaging.
• Lead the creation and maintenance of user-facing support materials including training guides, FAQs, quick
reference guides, and onboarding content.
• Coordinate product demonstrations, training sessions, webinars, and enablement events for internal and
external stakeholders.
• Plan and coordinate user readiness and adoption metrics to support successful product rollout.
• Partner with Product Managers and Product Marketing resources to ensure consistent messaging and value
articulation across product communications.

Executive Communications & DPOM Enablement
• Develop executive-ready communications, presentations, briefing materials, dashboards, and updates for Digital Product leadership.
• Maintain communication calendars and ensure timely distribution of leadership updates.
• Coordinate preparation of quarterly business reviews, portfolio reviews, and strategic planning materials.
• Maintain and continuously improve the Digital Product Operating Model (DPOM) Playbook, templates,
standards, and supporting materials.
• Coordinate DPOM roadshows, leadership presentations, awareness campaigns, and training sessions to
build buy-in and sustain adoption across business and technology.

User Experience (UX) Intake & Execution Coordination
• Serve as operational coordinator for UX intake, prioritization, and scheduling processes.
• Manage intake requests for user research, usability studies, design support, and experience improvements.
• Coordinate intake review meetings and ensure requirements are adequately documented.
• Partner with Product Managers and UX practitioners to prioritize work based on customer value, business
impact, and strategic alignment.
• Track UX requests through execution and communicate status updates to stakeholders.
• Coordinate logistics for stakeholder interviews, user research activities, workshops, and usability testing
sessions.

Product Operations & ServiceNow Administration
• Administer and maintain product portfolio, demand, enhancement, and work intake workflows within
ServiceNow.
• Partner with PMO, Governance, and Product teams to align product planning, sequencing, and delivery with
investment guardrails, stage gates, and portfolio rhythms.
• Support Statement of Work (SOW) creation, entry, approval workflows, and lifecycle management.
• Produce portfolio reports, dashboards, and status summaries from ServiceNow for leadership review.
• Coordinate data quality reviews and ensure timely updates across ServiceNow records.

Key Success Measures• Timely delivery of release communications, training materials, and enablement support for product launches.
• ServiceNow data quality, timeliness, and reporting accuracy.
• UX intake cycle time and stakeholder satisfaction.
• Timeliness and quality of digital product related enterprise communications.
• DPOM awareness, participation, and governance effectiveness.
• Stakeholder satisfaction with product operations support.
• Consistent governance compliance and delivery transparency through accurate ServiceNow planning, tracking, and reporting.

Management Responsibilities

Individual Contributor

Preferred Qualifications
• Familiarity with Agile principles and digital product delivery.
• Exposure to metrics collection, dashboarding, and data visualization.
• Knowledge of ServiceNow or similar workflow management platforms.
• Fluency in Scrum, Kanban, Lean product discovery, and flow metrics; able to tailor practices to context (no
"one size fits all").
• Experience leading adoption programs: curriculum design, workshops, team coaching, and leader
enablement.
• Strong data orientation-defining OKRs and delivery metrics and using them to drive decisions and
improvement.
• Experience aligning product portfolio governance with stage gates/exit criteria and investment models.

Minimum Qualifications
• Bachelor's degree or equivalent experience.
• Strong written and verbal communication skills.
• Strong organizational and documentation management skills.
• Proficiency with Microsoft 365 applications, including Copilot, Teams, PowerPoint, Excel, SharePoint, and
Word.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and follow-through.
• Experience coordinating meetings, schedules, and operational activities.
• Experience creating presentations, executive communications, and reporting materials.
• Experience supporting projects or product teams.

Work Environment/Physical Demands

• Typical office environment.
• Hybrid or flexible work options may be offered after the first 90 days of employment based upon manager discretion, job performance and work assignments.

Salary Plan

ITS: Information Technology Service

Job Grade

016