Werken in de regio Maastricht

Vind hier de vacature die bij je past

zoeken

Vacatures zoeken

Deze vacature is niet meer vacant: Product Owner Channels & Routing | Customer Assistance Center

Werkgever:Mercedes-Benz Customer Assistance Center Maastricht
Plaats:Maastricht

Oorspronkelijke vacature omschrijving:

The organisation

Our home base is the Mercedes-Benz Customer Assistance Center Maastricht, which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales.

1400 employees from 42 different countries add diversity and enrich an organization dedicated to drive customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

For over 20 years Mercedes-Benz CAC aims to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company.

The department

Within the unit “Global Contact Center Management”, the Product Owner Channels and Routing (C&R) is part of the “Product and Process Management” department. As a member of the C&R team, the Product Owner C&R team drives the definition, build and maintenance of the Mercedes-Benz CCC Channel and Routing landscape, both within the current environment and the Sirius (Salesforce) ecosystem.

The Product Owner is responsible for engaging with stakeholders within and related to the Mercedes-Benz AG organization, with the objective of understanding customer and business requirements for all aspects related to routing and channel management. As part of the C&R team, the Product Owner supports the development of a product vision and roadmap, translating this into feasible and customer-value driven features. In close collaboration with the other Product Managers, Product Owners and Business Developers within the Global Contact Center Management department, the development and delivery of the features.

The function

As Product Owner C&R you support the C&R team and the Manager Product and Process Management by jointly driving the development and maintenance of the Mercedes-Benz CCC C&R environment.

This includes the following tasks and responsibilities:
•  In collaboration with the Sirius Product Management, C&R (agile) teams and responsible IT departments support the development of the C&R strategy.
•  Support the development of the related vision and roadmap of the C&R landscape.
•  Provide support and expertise in ensuring that features in the backlog are clearly defined, complete and understood by the Agile Teams.
•  Engage with Epic Owners and Stakeholders to understand customer requirements and use this in the definition of features in the product backlog.
•  Support the Product Management community in executing the Product Agile events related to C&R Mgmt.
•  Works together with the Agile team(s) to identify impediments in the delivery of the program, and supports the Business Owners and stakeholders to remove these impediments.
•  Collaborate within the C&R team in the continuous development of CCC services, including technological developments together with IT, with a focus on the C&R landscape.
•  Communication and interaction with stakeholders on operational level within and outside of the organization.

Requirements

Who are you?
•  Academic level of thinking.
•  Minimal three years experience in a Contact center (operational, technical or development) or in Channels & Routing.
•  Strong team player with a proactive approach.
•  Intercultural understanding, able to work with people from different backgrounds.
•  Strong ability to operate cross-functionally.
•  Conceptual and analytical thinking.
•  Ability to interact with a large variety of stakeholders from different levels in the organization.
•  Channels & Routing or Telephony development experience is a plus.
•  Advanced time management skills.
•  Excellent English written and verbal communication skills.
•  Willingness to travel for work when required.

We offer

What do we have to offer you?

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.

Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.

In addition, we offer a comprehensive relocation package.

Location:

We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for traveling to other areas of the continent.

Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.

The procedure

Does this role fit your expectations for a new challenge, please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application. You can respond to the vacancy until February 1st, 2022.

For data privacy reasons we can only accept applications via the mentioned application process.

For more information about this vacancy please contact Manon Gosler-Bongaerts:

manon.gosler-bongaerts@daimler.com