Product Owner, Zendesk (Customer Service)

Company: Breuninger

Company Description:
Breuninger is a fashion and lifestyle company with 6,500 employees, 13 department stores, online shops in multiple European countries, over 2,000 brands, and 25 restaurants. We offer unique shopping experiences and are an internationally-oriented, innovative company.

Job Description:
We are: The Technological Driver for Excellent Service
In our Customer Service Services (CSS) department, we are the technological engine for customer service at Breuninger. Our goal is to build the technical infrastructure that empowers our colleagues to create customer delight. We administer, configure, and orchestrate tomorrow's tools – from telephony to AI – to create unique customer experiences.

Your Mission: Build, Manage, and Excite
You are more than an administrator; you are the ambassador for your products. You translate strategic guidelines and operational challenges into excellent technological solutions. You enjoy diving deep into configurations while championing your products and inspiring others with your enthusiasm for new features. You are a key part of the digital transformation of Customer Service.

• End-to-End Configuration: Responsible for the administration and development of our low-code products (e.g., Zendesk, Babelforce). You enjoy understanding technical processes and mapping them perfectly.
• Product Evangelism: Generate excitement for the product! Market new functions internally, inspire users for your solutions, and ensure high adoption and satisfaction.
• Demand & Stakeholder Management: Gather requirements from operations, prioritize them, and orchestrate IT interfaces and external partners as needed.
• AI Pioneering: Play a central role in selecting and implementing AI components. Master prompting and optimize our systems for maximum efficiency.
• Project Management: Lead (part) projects from market analysis to go-live, ensuring the creation of the perfect product for customer service.

The "Breuninger Plus" for You:

• Scope for Design: A central role in technological transformation with the freedom to shape your role based on your strengths (strategy vs. technology).

Qualifications:

• Experience and Background: Several years of experience as a Product/Business Owner or in a comparable role, accustomed to working agilely and innovatively in a rapidly changing e-commerce environment.
• Qualification: A degree in Business Administration or Business Informatics is an advantage.
• Tool Expertise & Passion: Profound experience in configuring and administering customer service ticket or telephony systems (e.g., Zendesk, Babelforce) and a passion for advancing these technologies.
• Management: Experience in independently managing product developments or comparable projects, and the ability to orchestrate external partners and stakeholders.
• Technical Mindset: Affinity for low-code/no-code tools, AI solutions, and modern prompting.
• Mindset of a Digital Host: Responsibility for ensuring your product not only functions smoothly but also delights internal and external customers at every touchpoint.

Additional Information:

• Appreciation: Voluntary holiday and Christmas bonus, company pension contributions.
• Your Style, Your Advantage: 30% employee discount, including gastronomy and hairdresser.
• Your Loyalty Counts: Additional vacation days starting from the 5th year.
• Sport-Life-Balance: Contribution to your Urban Sports membership.
• Grow with Us: From training to leadership programs.
• Workation Available: Up to 30 calendar days per year in selected European countries.
• Vacation à la carte: Secure additional vacation days through salary conversion, supplemented by sabbatical options.
• Mobile in Everyday Life: Easily lease your desired bike or e-bike through Company Bike.

To Apply:
https://weworkremotely.com/remote-jobs/e-breuninger-co-product-owner-zendesk-customer-service-m-w-d-remote-moglich