Own and manage the Case Management platform, ensuring stable operations and efficient performance
Monitor system KPIs, usage trends, and SLA adherence across regions
Prioritize and govern service tickets and enhancement requests, leading backlog grooming and sprint planning
Plan and execute releases, coordinating UAT and change management to minimize disruptions
Act as the primary interface for Customer Service stakeholders, driving issue resolution and platform adoption
Support training, documentation, and change communication initiatives, as well as ensure compliance with data standards and internal governance requirements
Optimize key performance indicators, including case volume, resolution time, and queue management
Identify and implement improvement opportunities to enhance efficiency and customer experience

Proven experience in Product Ownership/Operations, preferably with CRM or Case Management (Salesforce experience is an asset)
Strong knowledge of Customer Service operations, particularly in logistics or shipping industry
Experience working in global, cross-functional teams
Excellent stakeholder management and communication skills
Agile mindset with hands-on experience in backlog and sprint management
Strong analytical skills with a data-driven approach, focusing on performance optimization and scalability
Ability to collaborate effectively with IT development and business teams
Strong problem-solving abilities and a results-oriented mindset

Attractive compensation (13 monthly salaries + vacation pay)
At least 28 days of vacation
Flexible working hours
Mobility benefits such as subsidies for public transportation, as well as bicycle leasing via JobRad
Comprehensive health and sports offerings (e.g., yoga, sailing, company doctor) plus EGYM Wellpass
A company restaurant with freshly prepared meals every day and a coffee bar with a wide selection

Product Owner, Case Management

Key skills