Senior Digital Product Owner D365 CE – Sales and Customer Service

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Job Description:

Your Work Shapes the World at Caterpillar Inc.

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Title: Senior Digital Product Owner D365 CE – Sales and Customer Service

Management Level: Individual Contributor

Job Summary

Caterpillar is seeking a well‑qualified D365 Product Owner – Customer Engagement (CE), responsible for supporting the full functional needs of the Caterpillar Enterprise Resource Platform (ERP) template for Caterpillar Dealers. The Caterpillar ERP solution will be built on Microsoft Dynamics 365 Customer Engagement, with specialization in Sales and Customer Service.

The ideal candidate will lead end‑to‑end implementations, architect scalable CE solutions, and drive integrations across enterprise systems, ensuring compliance with Microsoft standards while guiding organizations through digital transformation initiatives. Additionally, the candidate will contribute to solutioning and developing D365 CE Sales & Customer Service templates for implementation.

What You Will Do

Product Vision & Strategy

• Define and own Dynamics 365 CE product vision and roadmap across Sales and Customer Service.

• Translate business requirements into secure, high‑performing CE solutions aligned with Caterpillar’s customer engagement strategies.

• Drive integration strategies between CE, F&O, third‑party, and legacy systems (including Dual Write and Dataverse).

• Champion adoption of Power Platform (Power Apps, Power Automate, Power BI) and Microsoft Fabric for advanced CE reporting and analytics.

System Ownership

• Configure and manage CE modules including Sales and Customer Service to meet Caterpillar dealer needs. Additional knowledge of Customer Insights and Field Service is desired.

• Stay current with Microsoft D365 CE updates and recommend enhancements that improve sales productivity and case handling.

• Manage functional and technical interfaces, ensuring seamless integration with F&O, ISV solutions, and Power Platform.

Requirements Definition

• Collaborate with Caterpillar, Caterpillar Dealers, and business stakeholders to elicit and document CE requirements.

• Conduct gap/fit analysis across Sales and Customer Service workstreams, ensuring compliance with Caterpillar’s standards.

• Prepare technical documentation and training materials for engineering teams, alongside non‑technical presentations for stakeholders.

• Communicate dealer and customer feedback to technology teams to improve CE product quality and roadmap alignment.

Delivery & Execution

• Prepare test scripts and validations to conduct CRP, UAT, SIT, and support go‑live activities.

• Perform volume testing, regression testing, and end‑to‑end integration testing by modelling real‑world sales and customer service scenarios.

• Lead backlog prioritization, sprint planning, and Agile ceremonies to ensure delivery excellence in CE projects.

• Provide support to architects and engineers by fulfilling testing requests, preparing reports, and offering technical assistance.

Release Management

• Partner with cross‑functional teams to manage release dependencies and clarify CE requirements.

• Manage DevOps pipelines, CI/CD, and environment strategies for CE projects.

• Oversee Power Platform Admin Center (PPAC) and plan testing before code releases across Dev/UAT/Prod environments.

Stakeholder Management

• Act as a product advocate within the engineering team, ensuring QA and testing insights are incorporated into CE product improvements.

• Build strong relationships with Caterpillar Digital leads, external vendors, and Caterpillar Dealers to align CE architecture with business goals.

Change Management

• Identify opportunities to improve dealer sales and marketing processes and drive operational consistency across CE workloads.

• Manage change requirements by incorporating risk assessments, QA insights, and corrective actions into CE delivery.

User Training & Support

• Prepare technical and non‑technical documentation, workflows, and playbooks to ensure dealer understanding and adoption of CE solutions.

• Collaborate with training departments to deliver Sales & Marketing training programs and provide ongoing support.

• Assist in resolving or remediating CE issues, ensuring smooth dealer operations.

What You Will Have

ERP & Systems Knowledge (MS Dynamics 365 CE focus)

• Hands‑on experience with Microsoft Dynamics 365 CE modules (Sales, Marketing, Customer Service, Field Service) in product ownership and delivery roles.

• Strong background in solution design, integrations, and performance optimization across CE workloads.

• Skilled in Azure DevOps for backlog management, delivery tracking, and Agile execution.

• Practical experience with Power Platform (Power Apps, Power Automate, Power BI) and Azure services to extend CE capabilities.

• Expertise in Microsoft Fabric and Power BI reporting tools for CE performance monitoring.

• Experience with Dual Write, Dataverse, and data migration strategies for seamless CE–F&O integration.

• Knowledge of ISV solutions and Electronic Reporting for CE–F&O integrations.

• Awareness of Microsoft release cycles and ability to assess new CE features for business value.

• Passion for continuous learning and emerging technologies to enhance CE processes.

Business Analysis

• Deep understanding of sales and customer service processes.

• Ability to identify gaps in CE processes and design system‑driven solutions.

• Experience supporting KPIs such as lead conversion, campaign ROI, sales velocity, and customer acquisition cost.

• Skilled in defining customer journeys, omnichannel strategies, and reporting frameworks.

Decision Making and Critical Thinking

• Analytical skills to interpret CE data and performance metrics, identifying opportunities for improved customer engagement.

• Ability to support CE leadership with actionable insights for sales growth and marketing effectiveness.

• Skilled in assessing interdependencies among CE system elements and related applications that help or hinder performance.

• Manages tools and techniques for testing extraction, transformation, and loading (ETL) of CE data.

Effective Communications

• Excellent communication, stakeholder management, and documentation skills.

• Ability to translate CE technical requirements into business‑friendly terms.

• Skilled at facilitating workshops, demos, and discussions with sales, marketing, IT, and dealer stakeholders.

• Strong presentation and negotiation skills to align diverse stakeholders.

• Collaborative approach to building consensus and driving CE adoption across departments.

Software Product Business Knowledge

• Proven experience owning CE product backlogs, defining roadmaps, and managing releases.

• Skilled in writing clear CE user stories and acceptance criteria based on stakeholder input.

• Comfortable leading sprint planning, reviews, and retrospectives with cross‑functional teams.

• Ability to balance competing priorities and ensure CE alignment with business objectives.

Considerations For Top Candidates

• Proficiency in Agile delivery, backlog prioritization, and sprint planning for CE projects.

• Deep hands‑on experience with D365 CE modules (Sales, Customer Service, (CI-J and Field Service are desired)).

• Demonstrated leadership in cross‑functional organizations, coordinating dependencies, risks, and product delivery across CE and F&O.

• Skilled in reviewing, preparing, and maintaining high‑quality test scripts; executes functional, regression, integration, and performance testing with clear defect documentation.

• Experienced in integration strategies (Dual Write, Dataverse, OData, REST APIs) and data migration for CE.

• Tests the integration of third‑party/ISV software into CE frameworks and infrastructure.

• Participates in UAT cycles, validating CE scenarios with F&O as supporting expertise.

• Proficient in Microsoft Fabric, Power BI, and Dynamics dashboards for CE reporting and performance monitoring.

• Passionate about continuous learning, leveraging automation, AI Builder, and Copilot Studio to enhance CE processes and drive innovation.

Experience

• 8–10+ years in ERP/CRM solution delivery, including 6+ years hands‑on with Dynamics 365 CRM/CE.

• Hands‑on experience in end‑to‑end D365 implementations (minimum 5 full‑cycle projects).

• Experience with Agile/Scrum/SAFe methodologies, PI planning, and DevOps practices.

• Exposure to global rollouts, multi‑entity implementations, and regulatory compliance.

Certifications (Preferred)

• Master’s or Bachelor’s degree in Business, IT, or related field.

• MB‑210: Dynamics 365 Sales Functional Consultant Associate

• MB‑230: Dynamics 365 Customer Service Functional Consultant Associate

• MB‑220: Dynamics 365 Marketing Functional Consultant Associate

• MB‑240: Dynamics 365 Field Service Functional Consultant Associate

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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