Customer Service Product Owner: Process & Value Lead

Everience; Utrecht; In loco; EUR 70.000 - 100.000; Tempo pieno

Descrizione del lavoro

Everience is seeking an experienced Product Owner to drive process improvements in a customer service environment. You will lead a multidisciplinary team, translate business objectives into a clear roadmap and backlog, and collaborate with stakeholders across the organization.

You will manage dependencies, map and inform stakeholders, and champion adoption of changes. Strong stakeholder management, process optimization, and a hands-on approach are required to deliver tangible results in a

Competenze

• Professional proficiency in Dutch, both spoken and written, is required.
• Higher professional (HBO) or university (WO) degree, or equivalent level of education and professional experience.
• Minimum 5 years of experience as a Product Owner within a large and complex organization.
• Proven experience in customer service environments and process/value stream improvement.
• Strong business-oriented mindset with a focus on service, process, and operational improvements rather than software development.
• Experience defining product vision, creating roadmaps, and managing prioritized backlogs.
• Strong stakeholder management skills, including working with diverse and sometimes competing interests.
• Ability to identify cross-functional dependencies and facilitate collaboration across teams and departments.
• Experience with Agile ways of working, including Scrum and Kanban.
• PSPO certification is considered an advantage.
• Experience coaching teams and improving team maturity, ownership, and autonomy.
• Strong analytical, proactive, and results-oriented approach.
• Excellent communication, influencing, and organizational awareness skills.

Mansioni

• Maximizing value by setting clear priorities and focusing the team on the most impactful improvements in customer contact processes and value chains.
• Managing and continuously maintaining the backlog to ensure the team works effectively on the right priorities.
• Developing, maintaining, and executing a team-level roadmap together with the team.
• Identifying and managing dependencies between Customer Service, IT teams, business partners, and other departments.
• Mapping, engaging, and informing stakeholders while creating clarity where priorities or interests differ.
• Inspiring and guiding the team regarding objectives, content, and contributions to improved process performance and operational excellence.
• Driving structural process improvements, successful implementation, and sustainable adoption of changes within Customer Service.
• Collaborating with other Product Owners and team leads to strengthen alignment and prioritization across teams and business processes.
• Supporting the Scrum Master in further professionalizing the team and fostering ownership and autonomy.

Conoscenze

Stakeholder management

Agile (Scrum/Kanban)

Process optimization

Roadmap planning

Backlog management

Analytical thinking

Communication skills

Team coaching

Formazione

Bachelor's or higher in relevant field

HBO/WO degree or equivalent experience

Strumenti

Scrum

Kanban

PSPO certification

Descrizione del lavoro

Everience is seeking an experienced Product Owner to drive process improvements in a customer service environment. You will lead a multidisciplinary team, translate business objectives into a clear roadmap and backlog, and collaborate with stakeholders across the organization.

You will manage dependencies, map and inform stakeholders, and champion adoption of changes. Strong stakeholder management, process optimization, and a hands-on approach are required to deliver tangible results in a