Function Product Manager, Agent Effectiveness
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København K
Opportunity
Maersk is transforming to the global integrator of container logistics and changing the face of the logistics industry by becoming first truly integrated service provider across shipping-owning ocean services, airfreight, landside, lead logistics, and contract logistics.
Customer experience and customer centricity will be a key part of enabling the strategy.
We offer
An exciting and attractive career in a truly global environment with the possibility of continuous professional and personal development.
The primary focus of the Customer Experience teams in Maersk will be to enable proactive issue resolution, first contact resolution, and an intuitive digital experience
As a Functional Product Manager for Agent Effectiveness, you will play a key role in simplifying the customer service process. This will be done by reducing the number of systems used by agents and streamlining the user interface. This will lead to an increase in efficiency, by providing agents with real-time access to important information and insights, allowing them to resolve customer issues quickly and proactively.
This can lead to increased efficiency, productivity, and better user experience for agents and a faster, proactive & world-class customer experience
Maersk offers an agile international atmosphere with focus on high performance, results, and respect for our employees.
Key Responsibilities
Primary responsibility of this role would be to consolidate the multiple systems used by the Service Organisation for an effective, efficient & integrated Customer Experience management. It is an important organizational role that sets the strategy & roadmap and future agent reality. The accountability includes:
- Defining and prioritizing the product backlog in line with Business & Customer Experience strategy
- Communicating product vision and strategy to internal and external stakeholders
- Identifying and tracking key metrics to measure the Agent Effectiveness and its impact on customers
- Regularly conducting user research and incorporating feedback into product development
- Collaborates with stakeholder from both business and technology (including partners) to drive adoption and successful realisation
- Staying up to date with industry trends and new technologies related to agent effectiveness and digitization
- Continuously work with team to identify, prioritize and solve customer and agent pain points
Who we are looking for
You have a relevant degree (MBA preferred) combined with at least 6+ years of experience in a job in the industry.
You have demonstrated success defining excellent products.
Furthermore you:
- Have excellent written and verbal comms skills
- Strong understanding of user-centred design principles and experience conducting user research
- Strong analytical skills, with the ability to track and analyze key metrics
- Have proven ability to influence cross-functional teams without formal authority
- Strong critical thinking and decision-making skills.
- Are a consummate communicator and presenter
- Have (Backlog) prioritization skills to ensure we meet customers urgent needs as possible.
At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job – we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs.
We are proud of our diversity and see it as a genuine source of strength for building high performing teams.
Information og data
Denne ledige stilling har jobtypen "Afdelingsleder", og befinder sig i kategorien "Ledelse og personale".
Arbejdsstedet er beliggende i København K.
Jobbet er oprettet på vores service den 16.1.2023, men kan have været deaktiveret og genaktiveret igen.
Dagligt opdateret: Dette job opdateres dagligt ud fra jobudbyderens hjemmeside via vores søgemaskineteknologi og er aktivt lige nu.
- Afdelingsleder
- København K
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