Product Owner - Customer Service & Back-office

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Product Owner - Customer Service & Back-office

Are we building the right thing?

Full-time · Amsterdam

Dé VakantieDiscounter is the leading online travel agency in the Benelux, where our customers experience an easier and more comfortable way of booking their holiday. We are scaling up considerably to grow nationally and internationally in the coming years. Our website and underlying platform stand at the basis of its success, and we are looking for a Product Owner to help us realize our future growth plans and ambition.

Who are we looking for?

You are an experienced Product Owner who loves to make the work for your colleagues easier by improving internal applications. Besides, you enjoy working within the customer service domain to drive innovation with the overall aim to provide the best service to customers. You like to take initiative to get things done, enjoy collaborating with colleagues across departments and are looking for a challenge to make an impact within a scale-up environment.

What are you going to do?

As a Product Owner, you will be responsible for the direction and execution of the roadmap for our internal back-office application and our customer service landscape consisting of mainly SaaS solutions. Our customer service agents are using our back-office daily to manage our bookings, whilst the application is connected to multiple SaaS solutions to successfully fulfil our bookings.

You will closely collaborate with one of our developers to improve the internal back-office application. You will translate the roadmap into epics and user stories and set the priority of these stories on the product backlog. You will work together with internal back-office users from the Customer Service, Finance and Supply department to set requirements with the aim to simplify and automate their work as much as possible.

You will be the driver of innovation within the customer service area with the aim to improve productivity of our agents and to reduce the number of contacts that we have with our customers. You will be responsible for the implementation of our customer service tool (Zendesk) and ensure ongoing improvements. You will explore and drive initiatives to improve the wider landscape, think of improving the setup of our WFM tool, integrating new customer contact channels and introducing a chatbot to reduce contacts.

The Product department has the aim to work with a strong agile mindset. We are focused on data driven decision making, high quality, quick feedback cycles and always putting the customer first! You will play a key role in advocating this mindset within the team and wider organization.

What are we asking?

  • 5+ years of related work experience
  • A related degree is preferred but not required
  • Experience with optimizing applications for internal customers
  • Experience with the selection and implementation of SaaS solutions
  • Experience with agile and scrum methodologies
  • Knowledge of customer service solutions, such as Zendesk and Freshdesk
  • Great interpersonal and stakeholder management skills
  • A customer-first and data driven mindset

What do we offer?

We are working in a hybrid manner, partly from home and partly in our new office at the Herengracht in the heart of Amsterdam. This is a relaxed and inspiring working environment where you will work with a lot of freedom and responsibilities.

We are offering a competitive salary and travel allowance. In addition, you also benefit from the advantages of working for a travel company: Discounts on our holidays and a very extensive travel- and cancellation insurance are included.

It is important for us that you will continue to grow in your personal development. We will look together at which (online) courses, conferences, and events might be of interest to you. It is even more important that you are given the time to do your work well. We believe that we will both benefit from that.

Are you the Product Owner we are looking for?

If so, we would really like to get to know you. Respond quickly and send your motivation and resume via the application button below.

Acquisition based on this vacancy is not appreciated. We do not work with recruiters.