Product Owner - Customer Care

Company Description

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!

Job Description

We are seeking a dedicated Product Owner to lead our First Line of Support team, with a strong focus on the development and optimization of our internal Customer Care Operations Platform. In this role, you will drive the automation of customer care processes while ensuring that the platform is built and maintained to meet the evolving needs of the business. You will act as a bridge between the development team, internal stakeholders, and first-line support to deliver a seamless and efficient customer support experience.

Responsabilities:

• Product Ownership: Define and prioritize the product backlog for the Customer Care Operations Platform, focusing on enhancements that benefit first-line support and overall customer care efficiency.

• Platform Development Assistance: Collaborate with the development team to design, implement, and continuously improve features and functionalities that enhance support processes within the Customer Care Operations Platform.

• Process Automation: Lead efforts to automate routine customer care tasks, reducing manual workload and improving response times.

• Deep System Analysis: Conduct thorough system analysis to identify inefficiencies, optimize workflows, and improve system performance, ensuring the platform is fully aligned with business objectives.

• Stakeholder Management: Engage with internal stakeholders to gather requirements, manage expectations, and demonstrate the value of enhancements to the Customer Care Operations Platform and customer care processes.

• Clear Communication: Translate business needs into clear and concise product requirements, including user stories, acceptance criteria, and other relevant documentation for the development team.

• Continuous Improvement: Monitor system performance and gather feedback from the first-line support team to ensure the platform is continuously improved to meet user needs.

• Collaborative Leadership: Work closely with cross-functional teams, including IT, customer service, and development, to ensure seamless integration of new features and the automation of support processes.

• Conduct regular A/B testing to refine interaction strategies and automation implementations.

• Provide regular performance reports and recommendations to leadership teams.

Cross-functional Collaboration

• Work closely with customer support teams, business analysts, developers, and UX designers to improve customer interaction processes.

• Align product development efforts with business goals and customer expectations.

Qualifications

• Product Management Experience: At least 3 years of product management experience, ideally in a customer support or contact center environment.

• Platform Expertise: Strong understanding of customer care platforms and experience working on development projects within such systems.

• Deep System Analysis Skills: Ability to analyze system workflows, identify bottlenecks, and propose improvements to optimize performance.

• Process Automation Knowledge: Proven experience in automating customer support processes and improving operational efficiency.

• Agile Methodology: Experience working with agile development teams, writing user stories, and managing product backlogs.

• Strong Communication: Excellent communication skills, with the ability to translate technical details into business value and manage cross-functional collaboration.

• Fluent English: Strong command of English, both written and verbal.

Additional Information

We offer

• Competitive salaries based on your professional experience
• Fast growing international company with stable employment
• Strong annual vacation package, depending on country of hire, and 1 additional day off on your birthday
• Country-specific additional benefits (e.g., Meal Allowance, Healthcare Insurance)
• Mental Wellbeing Program- providing you and your immediate family members with free and confidential mental