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 Analytics‑Driven 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 domain‑level training sustainment post–go‑live, 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 domain‑specific workflows and user needs.
Partner with Business Change & Transformation (BCT/OCM) and Domain Product Managers (DPMs) to ensure training reflects future‑state 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 domain‑level 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 business‑facing process issues, balancing responsiveness with sustainable, long‑term 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 market‑specific requirements aligned to global product strategy.
Facilitate and manage regional governance forums, ensuring transparent decision‑making, cross‑functional 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 people‑leader 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 hands‑on experience driving adoption and sustainment post–go‑live.
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 problem‑solving skills, with the ability to interpret trends, identify root causes, and translate insights into action.
Exceptional cross‑functional influence and stakeholder management skills, including the ability to lead without formal authority.
Boston, MA Headquarters - (NB) Only Pay Range: $120,000.00 - $150,000.00 - $180,000.00 Annual (actual base pay varying based upon, but not limited to, relevant experience, time in role, internal equity, geographic location, and more.)
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.
In 1906, New Balance began as a humble one-man operation founded on the belief that “we were born to move,” and has since grown into an international corporation, selling footwear and apparel in over 120 countries and employing over 14,000 associates worldwide. Our mission has always been to support the performance of athletes, and with an unparalleled focus on quality and craftsmanship, we’ve come to set the standard for comfort and fit in an industry all too often driven by hype.
We’re incredibly proud of our history and how far we’ve come, but companies don’t thrive for over a century by being content.
Whether it’s setting a new style trend, retooling our manufacturing process, or building a new state-of-the-art headquarters, we pursue innovation with a spirit of fearless independence. As the only privately held major footwear company in the world, we’re free to do things our way, pushing limits and testing boundaries as we continually reimagine what could be. After all, the status quo isn’t static.
But doing things our way wouldn’t mean much if we weren’t also doing them the right way. We invest in our associates as they invest in us, and as we move forward, we make a point of giving back, supporting communities around us through ambitious philanthropic efforts and involvement programs. We are a company that cares, and our culture is one of integrity and teamwork where together we become greater than the sum of our parts.
