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 main goal of the Product Owner is to maximize the value of the products created by a Scrum Development Team.

This is a role in the IT department of the Mercedes-Benz Customer Assistance Center (CAC), which has grown from being the local IT Provider for the CAC to being the Global Service Provider for the core CRM application of Daimler worldwide. In total up to 10.000 dealers and 2000 call center agents worldwide make use of our applications.

Within the department of Demand Management and Governance, the Product owner will be part of an international team with colleagues from all continents, working out of the Maastricht offices, and cooperating with suppliers worldwide. Within this environment the Product Owner acts as the liaison for business stakeholders and end users, and makes sure that the goal and the vision are correctly aligned with the work items on the product backlog.

The function

• Assist in defining a vision and goals, and maintain a roadmap for product development, based on input from stakeholders. With this, support the team in maintaining a cohesive vision
• Communicate with a broad range of stakeholders, including customers, external suppliers, business managers, architects and the development team
• Guard the alignment between goals/vision and business objectives. With this, set and execute operational plans
• Manage the Product Backlog, understanding and anticipating the client’s needs
• Map the priority of Backlog items with possibilities, dependencies and restrictions of the Development Team. With this, driving innovation in combination with enhancing quality
• Ensure that the team always has an adequate amount of prior prepared tasks to work on
• Oversee the different development stages. As a key player you participate, guide and support throughout each event: planning, refinement, review, and sprint
• Work with stakeholders to identify and organize the steps required for the next increment
• Act as the primary communicator and link between stakeholders and teams
• Be accountable for each stage of the development process and the final product, taking a primary role in inspecting and evaluating product progress through each sprint and increment
• Keep track of all the developments in IT, Telecom and call center management and use this knowledge to advice Management and Business Partners on opportunities to increase efficiency and effectiveness by means of ICT
• Coordinate business partner’s demands and with this, support them in e.g. the optimization of business processes and risk assessments

Requirements

• University degree or higher-vocational in computer science, Engineering or related field or a combination of related experience and education
• At least two years of working experience as IT Consultant
• Familiar with at least one of the three specific IT knowledge areas: Siebel CRM, Business intelligence & Data Warehouse or ICT infrastructure & Telephony with a strong focus on functional analysis
• Basic knowledge and experience in software development in an Agile environment
• Excellent verbal and written communication skills in English (second European language is a plus)
• Strong analytical background, communication and problem solving skills
• Good analytic and interpersonal skills to influence and engage colleagues, along with a broad understanding of the businesses they support
• Ability to balance the big picture with meeting the day-to-day needs of the organization
• Ability to partner with both technical and non-technical peers and stakeholders, to interact with various levels of management, and to promote cross functional collaboration
• Ability to be flexible and work accurate and hard, both independently and in a team environment, in a high pressure, multi-tasking environment with changing priorities
• Willingness to travel

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, 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.

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

For more information about this vacancy please contact Marie-Claire Scharis by email: marie-claire.scharis@daimler.com