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YOUR MISSION
About the Organisation & Role:
As the Senior Product Owner, Customer Service Technology, you will own product delivery across Inventory and the customer service experience, starting with the broader Ecom – Inventory and Omnichannel ownership and growing into the rollout of our customer service / case management platform and ownership of that area.
You will own and drive the product roadmap for our customer service and support technology stack, including CRM case management, IVR / routing, self-service and knowledge management, across phone, chat, email and web channels. You will sit at the intersection of customer care operations, technology and digital commerce, translating customer pain points and service data into clear, actionable product requirements. The role is central to reducing handle time, improving first contact resolution and elevating the overall customer experience, while driving operational efficiency and exploring how AI-powered support tools can transform service delivery.
WHAT YOU WILL DO:
CS Platform
Administer and optimise the CRM / case management platform: case and ticket management, triggers, automations and business rules, assignment and escalation logic, SLA configuration, roles and permissions, admin console setup, and custom extensions where core functionality needs to be extended.
Own the knowledge base and the reporting and analytics capability within the platform: knowledge articles, self-service content, and operational and performance dashboards.
Optimise omnichannel case routing (chat, email, voice, social) and the console / agent workspace layout for efficient case handling.
Own the case automation framework (workflow / flow-based automation) and evaluate AI-assisted service capabilities within the platform, such as bot deflection, case classification and reply recommendations.
Own IVR routing and call flow logic to improve resolution rates and reduce inbound contact volume.
Improve self-service capabilities (order tracking, returns, FAQs) and deflection strategies, including macros and automation for repetitive resolutions.
Sequence the platform rollout across regions and markets, accounting for localisation, language support and agent training and adoption planning.
Own the migration strategy where fragmented regional tools are consolidated into a single platform.
Broader Ecom and Inventory Ownership
Take on additional Post-Order and Omnichannel product topics as they arise, such as tracking, returns and exchanges via chatbot, delivery experience and omnichannel fulfilment, beyond the initial CS platform scope.
Partner closely with the Inventory & Promising and Post-Order teams on shared roadmap items to ensure continuity of ownership and smooth handover of shared workstreams.
Integration
Apply knowledge of integrations between the CS platform and adjacent systems (OMS / order data, inventory / promising, WMS) so that agents and customers have real-time order and shipment visibility inline.
Map customer identity, order history and entitlement data models across systems.
Work with middleware / iPaaS platforms to connect CS tools to backend systems and enable a 360-degree view of the customer.
Roadmap and Cross-Functional Delivery
Own and execute the product roadmap for owned areas, translating customer insights and service / operational data into user stories, requirements and acceptance criteria that balance agent-experience and customer-experience needs.
Prioritise and manage the product backlog in partnership with engineering and operations, applying frameworks such as RICE or MoSCoW.
Support testing, UAT and launch…