The Mercedes-Benz Customer Assistance Center Maastricht (CAC) is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz and Smart customers. More than 42 different nationalities add diversity and enrich an organization dedicated to satisfied customers and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level. Our Customer Service departments answer customer enquiries and complaints, while the Service24h department organizes roadside assistance for customers. Services related to customers mobility guarantee availability 24 hours a day, 365 days a year. The Retail Service department supports technical and product-related competencies for CAC, Mercedes-Benz and external parties.
The Project Management Officer (PMO) is part of the Project Management Office (PMO) and SIRIUS Program Office team, which consists of one MPM, several Project Management Officers (PMO’s), as well as a Senior Business Consultant.
“PMO and SIRIUS Program Office” is part of the “Digitalization and Project Management” team, which also includes the team of “Project Management”. “Digitalization and Project Management” belongs to the GSP/OC3 department, which has a global governance role for all Mercedes-Benz Customer Contact Centers. As part of this governance role, GSP/OC3 is responsible for the implementation of new projects and initiatives in these contact centers worldwide.
These projects can be initiated locally in the Mercedes-Benz CAC or by other Mercedes-Benz entities. Currently, projects are managed following a Waterfall methodology – however, with the ongoing Agile Transformation, the Scaled Agile Framework will be adopted as well. The PMO department ensures that these projects and epics are executed in a consistent, transparent and professional way.
The main role of the Project Management Officers is to safeguard the planning, quality and documentation of these epics/projects as well as coach and support the Project Managers. The main role of the Multi Project Manager is to manage the overall portfolio of epics/projects as well as to maintain a strategic project roadmap.
What is your role?
• Support towards the project leads to properly initiating and set up epics and projects (e.g. to make a work breakdown structure)
• General support and coaching of the project managers/epic owners
• Ensure that epic/project steps and documents meet the intended quality standard
• Monitor adherence to project management procedures and standards
• Functional ownership of the epic- and project management tool (JIRA) as well as user management
• Support project leaders/epic owners to administer projects in JIRA
• Definition and optimization of the CAC epic/project management templates
• Further develop epic – and project management procedures and standards
• Facilitate ‘lessons learned’ sessions and share the output
• Planning of the resource allocation process
• Facilitate epic/project workshops
• Ensure that epic/project steps and documents meet the intended quality standard
• Ownership, definition, and optimization of the PMO processes
• General support and coaching of the new project managers/epic owners
Who are you?
• Higher vocational or academic level through education or experience
• 3 years of working experience as a Project Management Officer (PMO) or in a project/program management role in a complex multi-disciplinary environment
• Experience with project management methods, e.g. Prince2 or Agile
• Solid discussion partner for the Portfolio- and Project Managers as well as various stakeholders of all levels
• Fluency in the corporate language English
• Ability to visualize data in order to aid data-driven decision-making
• Experience in working with Jira and Jira plugins
• Advanced knowledge of MS office applications (Word, Excel, Powerpoint)
• Good time management and analytical skills
• A structured approach
• Preferably experience in Agile Project Management
• Result-oriented mindset and ability to work under pressure
• A ‘hands-on’ and ‘can do’ mentality
What do we offer?
You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary.
The salary range is between €3252 and €4646 for this position.
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.
Please use the application button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application. The application period will end on 10.4.2023.
For more information about the role, please contact the recruiter Sandra Besseling via
sandra.besseling_nies@mercedes-benz.com