In één oogopslag
- Taken: Bouw producten voor klantondersteuning en verbeter de ervaring van reizigers en partners.
- Bedrijf: Werken voor een wereldwijd toonaangevend bedrijf met een focus op innovatie.
- Voordelen: Tot €108 per uur, flexibele werkuren en de mogelijkheid om remote te werken.
- Overige informatie: Dynamische rol met kansen voor professionele groei en samenwerking met diverse teams.
- Waarom deze baan: Maak impact door klantgerichte oplossingen te ontwikkelen met behulp van AI en data-analyse.
- Kwalificaties: Ervaring in productmanagement en sterke communicatieve vaardigheden zijn vereist.
Het verwachte salaris ligt tussen 63000 - 77000 € per jaar.
Product Manager – Customer Support Product Team
We are supporting a global organisation.
- 3 months initially
- 40 Hours per week
- Up to 108 EUR per hour (VAT paid on top)
- Requires 2‑3 days per week in the Amsterdam office
The opening is for a product manager in the Customer Support Product team.
In this role, you would be building products that help our travellers and partners receive efficient and delightful customer service from virtual and, when needed, human agents.
The role covers building products – contact channels, case management, data products and workflow products – ensuring a personalised suite of channels to contact CS, an enhanced agent experience and operational agility to deliver the best experiences and business value.
The team works closely with other product teams building efficient processes for agents to support our customers and using AI to deliver ever better and efficient services.
- Own use‑case agnostic capabilities around channels, case management and process flows that can be used by multiple product teams to achieve their specific use cases.
- Understand the needs of travellers, partners, global operations teams and other product teams and build products that continually deliver incremental value to them.
- Develop product vision, strategy, and a 1‑2 year roadmap for your specific area, informed by customer insight, data, and stakeholder needs.
- Partner with engineering managers and technical leads to make informed trade‑off decisions, optimise solution architecture, and ensure high availability, scalability and compliance.
- Work with 3rd‑party vendors to decide on using out‑of‑the‑box capabilities versus building custom solutions while enhancing internal knowledge of vendor capabilities through training and certifications as needed.
- Define, track and communicate key success metrics; use data to drive decisions and experimentation.
- Establish strong data models that help the analytics team gain operational insights in near real‑time.
- Establish monitoring for quality and reliability of services and ensure they meet strict service level objectives to guarantee a great experience for our customers and agents.
- Collaborate with company‑wide AI teams to deliver stronger results more quickly.
Your role would include crafting the strategy, roadmap and measures of success for your product(s) and leading a passionate team of developers and data experts towards delivering an ever‑better customer service every day.
It also involves collaboration with stakeholders across CS product and analytics teams, privacy and data security teams and operations teams.
This is an individual contributor role, so you will not be responsible for managing people.
- Role Qualifications and Requirements
- Past experience in leading cross‑functional product teams (engineering, design, analytics, and business stakeholders).
- Proven ability to drive customer‑centric product strategies.
- Experience in owning and executing on multi‑quarter product roadmaps, leveraging customer insights and data to define product objectives.
- Experience managing diverse stakeholders, with very good verbal and written communication skills.
- Experience working with globally distributed teams and 3rd‑party vendors.
- Preferably, experience leading large‑scale technical products.
- #J-18808-Ljbffr
Product Manager - Customer Support Product team werkgever: Brookwood Recruitment Ltd
Als Senior Machine Learning Scientist bij ons bedrijf krijg je de kans om innovatieve ML/GenAI-oplossingen te ontwikkelen voor digitale producten in een dynamische en ondersteunende werkomgeving. We bieden uitstekende groeimogelijkheden, een cultuur van samenwerking en creativiteit, en aantrekkelijke voordelen die bijdragen aan jouw welzijn en professionele ontwikkeling. Gevestigd in een bruisende locatie, profiteer je van een inspirerende omgeving die innovatie stimuleert.
Contactgegevens:
Recruitmentteam van Brookwood Recruitment Ltd
