Your new company
You will join a top-tier global organisation in the logistics and supply chain industry. The company operates internationally, delivering cutting-edge solutions and optimising business processes. Its commitment to innovation, sustainability, and operational efficiency has made it a leader in its field. With a workforce spread across several continents, the company focuses on continuous improvement and adapting to the rapidly changing market dynamics, enhancing its global reach and customer service excellence.
Your new roleAs an Associate Product Owner, your role will be pivotal in managing and evolving the product backlog while ensuring the seamless delivery of features and functionalities. You will collaborate with stakeholders to define clear user stories, align business expectations with product deliveries, and oversee testing and user acceptance phases. Your focus will be on continuously improving the customer support platform, coordinating with cross-functional teams, and enhancing the overall user experience. This role demands strong autonomy, excellent communication skills, and a passion for product development.
- Workshops & Requirements Framing: Lead and facilitate workshops to define requirements and refine product backlogs.
- User Story Management: Develop, prioritize, and maintain detailed user stories with clear acceptance criteria, ensuring they align with release schedules.
- Backlog Maintenance: Continuously update the product backlog, ensuring user stories are correctly documented and prioritised.
- Test Planning & Execution: Develop test scenarios, conduct tests, and track issues to resolution.
- Customer Journey Optimisation: Collaborate with UX teams to analyse and improve customer support experiences.
- KPI & Dashboard Creation: Design and implement dashboards to track support trends and ensure the MyCustomerService platform evolves accordingly.
- Cross-Functional Coordination: Engage with UX/UI teams to design user journeys and ensure smooth integration of new features.
- Communication & Documentation: Maintain clear communication on feature releases, document progress, and report to relevant stakeholders.
- Support & Troubleshooting: Provide assistance to L1 and L2 support teams, analyse incidents, and create tickets for IT resolution.
- Feature Deployment Monitoring: Oversee the deployment process for features linked to the MyCustomerService platform.
- Roadmap & Stakeholder Alignment: Develop a global roadmap of major developments to offer long-term visibility into product evolution.
What you'll need to succeed
- Proficiency in English: Strong verbal and written communication skills, capable of leading and participating in meetings and drafting user stories in English.
- Product Backlog Expertise: Extensive experience managing product backlogs and defining clear, actionable user stories.
- Analytical & Organisational Skills: Ability to analyse business needs and translate them into detailed user stories, diagrams, and functional specifications.
- Customer Support Tools Knowledge: Familiarity with customer support platforms is desirable, with experience in Salesforce being a plus.
- UX Knowledge: Understanding of UX principles and the ability to coordinate with UX/UI teams to improve user experiences.
- Salesforce Experience: While not mandatory, familiarity with Salesforce Experience Cloud and Service Cloud is beneficial.
- Project Management Tools: Experience with tools like BOARD (similar to JIRA), Hive, and Microsoft 365 (especially Teams).
- Team Collaboration: Strong ability to integrate into cross-functional teams and effectively communicate and coordinate across various stakeholders.
What you'll get in return
Joining a dynamic and rapidly growing team will offer you the chance to work on highly impactful projects in a leading company in the logistics sector. You will be part of a fast-paced and collaborative environment, where creativity, innovation, and personal growth are actively encouraged.
- Be involved in global projects with high visibility and strategic impact.
- Join a collaborative and supportive work environment that fosters continuous learning and innovation.
- Access to training programs and certification opportunities in the latest technologies and methodologies.
- Opportunities for career growth and professional development within a renowned company.
- Hybrid working model.
What you need to do now
If this opportunity excites you, click ‘Apply Now’ to send us your CV. To learn more about the role, reach out to our Digital Technology team at +351 21 782 6560 or via email at rafaela.pereira@hays.pt.