Our home base is the Mercedes-Benz Customer Assistance Center (CAC) 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 department “Global Contact Center Strategy & Management”, the Product Owner Robotic Process Automation and AI is responsible for implementing digital products within the new Salesforce-based CRM ecosystem (SIRIUS) as well as developing, managing and implementing related use cases within the Customer Assistance Center (CAC) or other global Customer Contact Centers (CCCs).
The Product Owner is accountable for the digital products (voice-/chatbots, Robotic Process Automation or other automation technologies). He/she works closely together with other Product Owners of the Agile Release Train and drives product management activities regarding the digitalization of Mercedes-Benz CAC/satellite environment. This includes the development of a roadmap and prioritization of use cases that bring high value to the company. The Product Owner manages the development of the defined uses cases through the respective experts in CAC IT department, Mercedes-Benz HQ or other Mercedes-Benz entities (like SSC Berlin) and ensures the rollout with relevant stakeholders in the company. Furthermore, the Product Owner acts as an expert translator when it comes to digitalization knowledge and has regular alignments with CAC and HQ management.
The Product Owner is accountable for the digital products (voice-/chatbots, Robotic Process Automation or other automation technologies). He/she works closely together with other Product Owners of the Agile Release Train and drives product management activities regarding the digitalization of Mercedes-Benz CAC/satellite environment. This includes the development of a roadmap and prioritization of use cases that bring high value to the company. The Product Owner manages the development of the defined uses cases through the respective experts in CAC IT department, Mercedes-Benz HQ or other Mercedes-Benz entities (like SSC Berlin) and ensures the rollout with relevant stakeholders in the company. Furthermore, the Product Owner acts as an expert translator when it comes to digitalization knowledge and has regular alignments with CAC and HQ management.
Tasks and responsibilities:
Who are you?
• University degree/Academic level of working and thinking
• Minimum 3 years of professional experience, ideally in functions related to digitalization
• Experience working with Robotic Process Automation or similar technologies
• Motivated to work in a multicultural environment within the Daimler group
• Enthusiastic about the automotive and call center industry
• Result-driven with strong self-management skills and a strong ability to operate cross-functionally and in an agile way to develop and implement digitalization use cases within the company
• Committed to support Mercedes-Benz CAC/CCC in becoming a data driven company
• Dynamic-minded and flexible paired with an experimental mind-set to develop innovative digital solutions and contribute to company goals like e.g. customer satisfaction and efficiency
• Empathetic in working with different personalities and strong ability to communicate on different levels of the company
• Self-driven to develop professionally and willing to go the extra mile for the success of the team
• Excellent English written and verbal communication skills
• Extensive knowledge of Microsoft Office
• Basic technical understanding of digital tools/products
• Project management skills
• Willingness to travel for work when required
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.
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 13.05.2022.
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@mercedes-benz.com