Product Owner for Customer Care Services

Where your expertise is needed

AUTODOC is the largest and fastest growing auto parts ecommerce platform in Europe. Present across 27 countries with around 5,000 employees, AUTODOC generated revenue of over €1.3 billion in 2023, supplying more than 7.4 million active customers with its 5.8 million vehicle parts and accessories for car, truck, and motorcycle brands. Curious minds, adventurous experts and tech-savvy professionals - one team, one billion euros revenue. Catch the ride!

What we’re looking for

We are currently looking for a dedicated Product Owner to join our Customer Care Solutions team. In this dynamic role, you'll be at the forefront of transforming our customer care experience. Your mission will be to automate and refine our customer care processes, enhancing efficiency and customer satisfaction. You'll lead the charge in not only automating these processes but also in designing and implementing innovative self-service options that empower our customers.

Responsibilities:

• You'll be responsible for defining and prioritizing the product backlog, which includes all the features, enhancements, and bugs that need to be addressed in the contact center;

• You will work with the development team and other stakeholders to develop and maintain the product roadmap, which outlines the long-term vision for the contact center and the steps needed to get there;

• Conduct user research and analysis to identify user needs and pain points, and develop solutions to address them;

• On one hand, you will work closely with stakeholders throughout the organization to manage their expectations and explain the value of the contact center and its capabilities, and on the other hand, you will work with the development team to ensure that the challenges facing the product are met in a timely and effective manner;

• Define and communicate product requirements to the development team in a clear and concise manner, including user stories, acceptance criteria, and any other relevant documentation;

• You'll need to stay up-to-date with industry trends and best practices in order to identify opportunities for innovation and improvement in the contact center;

• You will manage product launches and releases, ensuring that all stakeholders are informed and prepared, and that the release goes smoothly.

• Process Automation: Spearhead the automation of customer care processes, leveraging technology to streamline operations and improve service delivery.

• Self-Service Development: Design and launch new self-service capabilities that allow customers to resolve their inquiries independently, improving the overall customer experience.

• Operational Management: Oversee the operation of existing customer care channels, including the Help Center and user personal accounts, ensuring they deliver maximum value to both the company and our customers.

• Colaboration and Leadership: Work closely with cross-functional teams, including IT, customer service, and marketing, to ensure the seamless integration of automated solutions and self-service features.

• Continuous Improvement: Monitor performance metrics and gather customer feedback to continually refine and enhance the effectiveness of customer care solutions.

Requirements:

• At least 3 years of Product management experience in Contact Center Domain including developing and launching products, managing product roadmaps, and working with cross-functional teams;

• Domain knowledge and a deep understanding of the contact center industry, customer service best practices, call center technologies, and customer experience management;

• Successful work with remote teams, applying agile methodologies, possessing effective communication and presentation skills with teams;

• Fluent English skills.

Perks at work

• Competitive salary based on your professional experience.

• Dynamic work environment.

• Flexible working hours, you can work remotely

• Statutory vacation days and 1 birthday day off, which allow for a good work-life balance

• Mental Wellbeing assistance - free psychological counseling for you and your family members

• Opportunities for promotion, further training (e.g. online language courses during working hours) and coaching in a fast-growing company

• AUTODOC corporate discount

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Join us today and let’s create a success story together!