Senior Product Owner, Customer Services Systems - 0802
Cambridge University Press
Cambridge
2d ago

s about

These are exciting times for Cambridge International as we look to modernise our systems and strive to find creative and innovative ways to grow and improve our services and products to customers.

Alongside your Line Manager, the CRM Platform and Data Quality Manager you will be eager to roll your sleeves up and ensure that our CRM systems remain fit for purpose.

You are self-directed, you take initiative, and will be able to prioritise complex deliverables whilst building excellent relationships with multiple stakeholders.

You are passionate about ensuring that our data remains accurate across our CRM Platform.

As a Senior Product Owner Customer Services Systems, you will be responsible for Zendesk and 8x8, working with users across Cambridge International and within the CRM Platform and Data Quality team to ensure that the system meets everyone's needs and supports our CRM Platform strategy.

This is a fantastic role for someone eager to be involved and help to shape the future of our CRM Platforms.

Finally, you will line manage the Product Owner based in Manila and deputise (when needed) for the CRM Platform and Data Quality Manager.

What you'll be doing

  • Provide support to all CRM Platforms users by resolving user tickets
  • Perform administrative changes within Zendesk / 8x8 / Survey Monkey in line with the business strategy and goals.
  • Support the CRM Platform Manager in building and managing product backlogs / requirements, ensuring they are understood by the team (under Agile methodologies).
  • Document functionality in the form of written user stories and acceptance criteria. Clearly communicate decisions and rationale contained within the documentation to key stakeholders where appropriate.
  • Championing user adoption, involving training, creating new and updating existing User guides for global distribution
  • Transforming stakeholder needs to user stories and tasks in alignment with product roadmap
  • Review Release documentation to define new feature benefits and defect solutions following business priorities
  • Lead the implementation of new opportunities that might arise on improving the team's systems and / or processes.
  • Take responsibility for building, maintaining and generating regular management reports using our customer information systems (C / 4HANA, Zendesk and 8x8) as requested by end users or planned within the team (including Zendesk dashboards and wallboards).
  • Working with the CRM Platform and Data Quality Manager, contribute to the effective management of customer data to ensure that business processes are carried over normally and that robust reporting is possible.
  • Assist the CRM Platform and Data Quality Manager in the review of the reports and dashboards portfolio to ensure they remain fit for purpose in terms of providing robust evidence in support of decision making processes.
  • Establish, grow and manage technical (non-commercial) relationships (via Success / Account Managers) with our service providers (Zendesk and 8x8).
  • Manage, lead and mentor the junior Product Owner.
  • This is a key role for within the department as historically, our systems and data have been difficult to maintain and navigate and this has limited the impact and effectiveness on the department.

    This role is vital in supporting the CRM Platform and Data Quality team to ensuring that the customer data we hold is used effectively, allowing us to deliver our growth targets in terms of customer acquisition and retention, and that the systems that hold that data are fit for purpose, they are correctly capturing the business processes and generating Sales and Marketing synergies.

    What we're looking for

    Qualifications

  • Educated to degree level or with equivalent relevant experience.
  • Zendesk Support Admin certification
  • Agile qualifications, such as certified Product Owner
  • Skills

  • Outstanding PC skills with a high level knowledge of Microsoft Office particularly Word, Excel, Visual Basic for applications (vba), Outlook and Internet Explorer
  • Time management, organisational skills and the ability to prioritise effectively
  • Analyse and interpret trends in order to identify efficiencies.
  • Excellent decision making and analytical problem-solving skills with high attention to detail.
  • Strong understanding of the uses, marketplace and future trends of Customer Services like Zendesk.
  • Agile methodologies
  • Experience

  • Experience of working in a customer service or support in a front-line capacity.
  • Experience managing Customer Service systems like Zendesk and 8x8
  • 2 years of experience in a similar position as a Zendesk administrator
  • Proven track record of meeting and exceeding SLA's
  • Experience working in an agile software development team.
  • Experience with cloud CRM systems like C / 4HANA, Salesforce, etc
  • Line Management experience is desirable
  • The knowledge required by this post holder is specialised and extensive. It is a key role to ensure that Cambridge International's core business can continue to grow in a rapidly changing and volatile market.

    Behaviours

  • Excellent communication skills, both written and verbal.
  • Ability to liaise with internal and external customers at all levels.
  • Be calm and methodical.
  • Have a collaborative approach in working with other departments across Cambridge Press and Assessment
  • Able to work to tight deadlines and in a high-pressure environment
  • The key to our work is our colleagues, whose shared commitment enables us to have an ever-greater impact. We are a united, vibrant, and respectful global community of people, and we ensure that every individual is recognised, listened to, and cared for.

    And because our impact is amplified when our people are empowered, we give everyone the opportunity to develop in their own way.

    Whether you want a career that's linear, or want to follow your own path, we'll support you, and help give you the resources and training you'll need to be bold and take ownership of what you do.

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