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.

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

The Product Manager 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 Manager 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 OC3 Global Contact Center Management department, the development and delivery of the features.

The function

As Product Manager 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 Routing & Channel environment.

This includes the following tasks and responsibilities:

• In collaboration with the Sirius Product Management, C&R team and responsible IT departments support the development of the Channel & Routing strategy.
• Support the development the related vision and roadmap of the Channel & Routing landscape.
• Provide support and expertise in ensuring that features in the backlog are clearly defined, complete and understood by the Product Owners and 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 Channel & Routing Mgmt.
• Works together with the Agile organization 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 Routing & Channel landscape.
• Communication and interaction with stakeholders on an operational level within and outside of the organization.

Requirements

Who are you?

• University degree/Academic level of thinking
• Contact center experience (operational, technical or development) is preferred.
• Understanding or experience or certification of the Agile Leading SAFe® Methodology
• Routing & Channel or Telephony development experience is a plus.
• 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
• 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

#BePartOfUs

Does this role fit your expectations for a new challenge, then 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 & including 27-11-2022.

For data privacy reasons, we can only accept applications via the above process.

For more information about this vacancy please contact Sandra Besseling via sandra.besseling_nies@mercedes-benz.com