Product Owner For Customer Care Channels

Product Owner for Customer Care Channels

Mainz, Germany | full time | Job ID: 11005

As the Product Owner for Customer Care Channels, you will be responsible for overseeing the end-to-end management of internal and external telephony systems in the context of Contact Center Solutions and the ticketing system of record. This role ensures these systems align with business goals, enhance user and customer experiences, and support the broader Enterprise Service Management (ESM) strategy within the Center for Enablement. You will work closely with cross-functional teams, including IT, customer support, and business stakeholders, to deliver value-driven enhancements, maintain system reliability, and drive the unification of platforms. The role reports to the Head of C4E ESM.

Define and communicate the vision, goals, and roadmap for telephony and ticketing systems, ensuring alignment with the organization's ESM strategy and user experience

Continuously assess and lead Customer Care Channels unification, ensuring minimal disruption, integration, and continuity of workflows

Partner with internal and external stakeholders to gather requirements, prioritize features, and ensure solutions meet both business and technical needs

Drive continuous improvement of Customer Care Channels to enhance usability and service levels

Support organizational change management efforts by providing clear communication, guidance on training, and documentation to ensure successful platform adoption

Monitor system performance, troubleshoot issues, and coordinate with technical teams to ensure high availability, security, and compliance across platforms

Look after the contract and service delivery of an implementation partner, and steer the effort of a small team

Lead a small team, mixed internal and external

5+ years of experience in product ownership, service management, or a related role within IT, customer service, or enterprise platforms

Hands-on experience managing telephony & ticketing systems (Genesys preferred) and ticketing platforms (Zendesk, ServiceNow a plus)

Proven track record in platform migration projects, ideally transitioning ticketing or customer care solutions

Experience working in Enterprise Service Management (ESM) environments or ITIL-based frameworks

Strong understanding of Agile methodologies and experience managing product backlogs

Experience working with cross-functional teams, including IT, customer support, and business stakeholders

Familiarity with business process optimization and aligning service tools with business needs

Product Ownership & Roadmap Development – Ability to define, prioritize, and manage a roadmap for customer care platforms

Stakeholder Management – Strong communication and collaboration skills to translate and align IT and business needs

Understanding of platform capabilities, configurations, and integrations

Telephony & Contact Center Knowledge – Experience with Genesys or similar cloud-based telephony platforms

Data-Driven Decision Making – Ability to use metrics, analytics, and feedback to optimize platforms and workflows

Change Management – Ability to drive adoption and ensure smooth transitions during system changes

Problem-Solving & Critical Thinking – Ability to anticipate challenges and proactively implement solutions

Fluent English skills, both oral and written

It's our priority to support you:

Your flexibility: flexible hours | vacation account

Your growth: Digital Learning | Performance & talent development | leadership development | Apprenticeships | LinkedIn Learning

Your value: Your voice at the table | Culture on an equal footing | Opportunities to shape & impact | Support for your full potential

Your health and lifestyle: Company bike

Your mobility: Job ticket | Deutschlandticket

Your life phases: Employer-funded pension | Childcare

Apply to our Mainz, Germany location by sending us your documents via our online form. For any questions, contact our talent acquisition team on: + 49 (0) 6131-9084-1291 (Monday-Friday from 1 PM to 3 PM CET).

Job ID 11005 (please always specify if you have any questions)

By submitting your application, you acknowledge that a background check will be conducted as part of the recruitment process in accordance with applicable laws and regulations. If you are considered for the position, BioNTech will conduct the background check through our service provider 'HireRight'. You will be informed accordingly by your BioNTech-Recruiter.

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