Customer Service Digital Product Manager

Geopost; Issy-les-Moulineaux; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A leading parcel delivery company is seeking a Customer Service Digital Product Manager in Issy-les-Moulineaux. The role involves managing the integration of new technologies and automation projects across various business units. Candidates should have at least 5 years of project management experience, with expertise in AI development. This position offers autonomy and career growth opportunities within a dynamic international environment.

Prestations

Close managerial support

High level of autonomy

Diversity initiatives

Qualifications

• 5+ years of experience in project management, focusing on digital projects.
• Experience managing Bot and/or AI development in customer service.
• Ability to communicate effectively with diverse stakeholders.

Responsabilités

• Pilot cross-BU governance and report project delivery.
• Identify automation opportunities in customer service.
• Co-design solutions with IT and BUs for rollout.

Connaissances

Organizational skills

Analytical mindset

Communication in English & French

Problem-solving abilities

Team collaboration

Description du poste

Overview

We are Geopost, a leader in parcel delivery and commerce solutions with a network including DPD, Chronopost, SEUR, BRT, Speedy and Jadlog. We are growing the development of home & out-of-home delivery services, with a dense parcel shop and locker network through our Pickup service. We are expanding temperature-controlled solutions for food and healthcare, and delivering innovative global direct-to-consumer solutions through Asendia services. With 55,000 employees, Geopost aims to make commerce more convenient, profitable and sustainable, and has approved a Net Zero roadmap by 2040 through the Science Based Targets initiative (SBTi). Part of La Poste Groupe, we generated €15.8 billion revenue and delivered 2.1 billion parcels worldwide in 2024.

We are looking for a talented, experienced and dynamic Customer Service Digital Product Manager to lead and manage Customer Service new technologies integration and automation at our headquarters in Issy les Moulineaux (92).

As a Customer Service Digital Product Manager at corporate level, you will work on a wide range of projects with numerous business units in more than 22 countries, collaborating with diverse teams and stakeholders in an international context.

As the Business Owner for Customer Service Digital Automation Solutions, you define the strategy, roadmap, implementation, and international roll-out of digital & automation services (AI bots, self-service tools, etc.) in close collaboration with Business Units (BUs), IT, Marketing, Design, Operations, Customer Service, Sales, and Communication teams. Your mission is to optimize customer journeys and improve operational efficiency by integrating innovative AI-driven solutions and automation tools into existing customer service processes. You will play a key role in participating in the Customer Service digitalization strategy, leading projects to completion with efficiency and engaging our Business units with value creation.

Key responsibilities

• Pilot cross-BU governance: frame project requirements and processes to respond to ambitions and report project delivery in agile methodology cross-functionally with all stakeholders at group and BU level. Deliver solutions with the right balance between quality, time to market and budget; identify risks to secure, propose contingency plans when needed, and report progresses and decisions to take.
• Analyze and consolidate BU customer service needs and identify process automation opportunities.
• Work with our International BUs network to identify best practices in new technologies (AI, bots) to support Customer Service activities and to promote them across the scope.
• Co-design solutions with IT teams and business units, and support their rollout across countries.
• Monitor project performance, track key metrics, and generate reports for stakeholders and senior management.
• Ensure compliance with project management processes and procedures.
• Coordinate project meetings, including scheduling, agenda preparation, and minute taking.
• Contribute to lessons learned exercises and knowledge sharing initiatives.

Skills

• Strong organizational and multitasking skills, with the ability to prioritize and manage multiple tasks effectively.
• Analytical mindset with the ability to interpret complex data and translate it into actionable insights.
• Excellent communication in English & French; additional language is a plus. Interpersonal skills, both written and verbal.
• Skilled in communication, workshop facilitation, and project reporting, with proven expertise in managing projects using both Waterfall and Agile methodologies.
• Autonomous and curious, fast learner and constantly seeking improvement.
• Strong problem-solving abilities with the capacity to identify and address issues proactively.
• Detail-oriented with a focus on accuracy and quality.
• Collaborative team player with the ability to work effectively with diverse stakeholders.

Experience

• Minimum of 5 years of experience in project management, with at least 3 years focused on digital project development.
• Proven track record of successfully managing Bot and/or AI development and deployment projects in a customer service environment.
• Ideally experienced with multicultural environments.

Why join us ?

By joining Geopost, you become part of a dynamic international group!

You will have the opportunity to take on a role with real responsibilities, benefit from close managerial support, while enjoying a high level of autonomy in your day-to-day work.

Your skills, career aspirations, and the guidance of your manager will open up future development opportunities within Geopost, depending on available openings.

As a company committed to inclusion, we are proud signatories of the Diversity Charter and the 50+ Charter, reflecting our strong commitment to equal opportunities and the integration of talent across all generations.