Working for Mercedes-Benz Customer Assistance Center means working in the beautiful city of Maastricht, The Netherlands! The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht, we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world.
Our goal is to provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance.
Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.
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 Senior Product Manager Channels and Routing is part of the “Product and Process Management” department. As a member of the Routing & Channel team, you drive the definition, build and maintenance of the Mercedes-Benz CCC Channel and Routing landscape, both within the current environment and the systems.
The Senior Product Manager is responsible for proactively 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. Together with the R&C team, you develop 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 Senior Product Manager ensures the alignment of the R&C roadmap and delivery within the overall Mercedes-Benz CCC vision and strategy.
In the role of Senior Product Manager, you support 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 Manager Product & Process Management, Sirius Product Management, R&C team and responsible IT departments develop and communicate the Routing & Channel strategy.
• Develop the related vision and roadmap of the Routing & Channel landscape.
• In alignment with the Product Manager manage and prioritize the R&C backlog.
• Take responsibility in ensuring that features in the backlog are clearly defined, complete and understood by the Product Owners and the Agile Teams.
• Continuously engage with Epic Owners and Stakeholders to understand customer requirements and use this in the prioritization of the backlog and definition of features.
• Support the Product Management community in organizing and executing the Product Agile events.
• Works together with the Agile organization to identify impediments in the delivery of the program, and with Business Owners and stakeholders to remove these impediments.
• Drive the development and delivery of customer value by directly supporting the agile release train.
• Collaborate with other Product Managers and Product Owners in the continuous development of CCC services, including technological developments together with IT, with a focus on the Routing & Channel landscape.
• Communication, interaction and relationship building with stakeholders at all levels within and outside of the organization.
• Take ownership of the R&C product and bring to life futureproof developments that benefit regional or global product templates.
• Proactively initiate and evaluate development opportunities for the Routing and Channel landscape and be a partner to HQ, Regional and Market counterparts.
Who are you?
• University degree/Academic level of thinking
• Minimum 4 years experience in a product management role, or 4 years experience in a Routing & Channel or Telephony development role.
• Contact center experience is a preferred
• Strong (informal) leadership skills & team player
• Working experience in a multicultural environment
• Result-driven with strong self-management skills and a strong ability to operate cross-functionally
• Dynamic-minded and flexible to develop innovative concepts to react to frequently changing customer requirements as well as relevant global or regional strategies
• Results driven
• Conceptual and analytical thinking
• Able to create innovative solutions to problems
• 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
• Extensive knowledge of Microsoft Office
• Willingness to travel for work when required
What do we have to offer?
You will join a multicultural, innovative and dynamic international working environment with interesting conditions, both primary and secondary. We offer opportunities that enable you to develop.
Furthermore, a collective health insurance at discounted rates, 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.
Working hours
This position is on a fulltime basis (40 hours per week) from Monday to Friday.
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 apply until September 3rd, 2021.
For data privacy reasons we can only accept applications via the mentioned application process.