Proxy Product Owner (M/F)

Proxy Product Owner (M/F)
Lisboa
Lisboa, Lisboa, Portugal

Part of the CMA CGM Group, CEVA Logistics is a global leader in transportation and logistics, providing global supply chain solutions to connect people, products and suppliers around the world.

At CEVA, we believe that logistics is a people business, which is why we create an environment of trust and team spirit - we encourage initiative, and we empower our talents to evolve in their career.

We are supply chain experts, we live and breathe it every day. We offer a wide range of services in the fields of contract logistics, air freight, ocean freight, land freight and finished vehicle logistics thanks to our 110, 000 employees, present in more than 170 countries.

At CEVA, we are passionate about our work and the value we bring to our customers. As a company, we are growing at a rapid pace - do you dare to grow with us?

CEVA Global Services Center Portugal is currently recruiting:

Proxy Product Owner (M/F)

Lisboa, Miraflores

ABOUT THE ROLE

The Proxy Product Owner will join the e
Customer Support division of the e
Commerce department to manage the roadmap and backlog associated with the customer request management tool “NOVA Care” (Salesforce Service Cloud), define the vision for required enhancements, and ensure communication with the relevant teams.

The mission takes place in an international context, with frequent interactions with our Shared Services Center in Lebanon, as well as regular communication with our network of Regional Offices and agencies worldwide.

WHAT ARE YOU GOING TO DO:

Backlog Management and Monitoring:

• Prepare and conduct workshops necessary to scope requirements
• Provide detailed descriptions of User Stories.
• Keep the backlog constantly updated (documenting User Stories, specifying relevant sprints and releases, acceptance criteria, etc. ).
• Align business expectations with the delivery of User Stories according to NOVA's release schedule (at least one release per month).

Conduct testing:

• Plan test scenarios for UAT (User Acceptance Testing) and NRT (Non-Regression Testing).
• Execute tests, report issues, and follow up on their resolution.

Enhance the existing e
Commerce Customer Support Solution:

• Evaluate opportunities and potential enhancements in NOVA Care to improve ticket processing time and response quality for customer support.
• Participate in identifying strengths and weaknesses in current processes and corresponding features.
• Draft value propositions and business requirements for new features to be implemented in the product.
• Define the requirements for improving dashboards (Analytics), KPIs, and various measurement tools.
• Participate in the planning and deployment of new features
• Maintain the global roadmap of major enhancements to provide 12-month visibility.

Coordination and Communication:

• Coordinate the development of User Stories with the Business Analyst and development team;
  
  
• Communicate
  - related changes to all affected users;
  
  
• Maintain educational materials: update training materials, enhance the knowledge of L1, L2, and L3 support teams on NOVA Care;
  
  
• Create user documentation, provide training, and support users.

Support for Operations ("Run"):

• Respond to Support teams for technical or functional incidents they encounter on NOVA Care, and open and track incident tickets with IT Support;
  
  
• Fix configuration issues when possible;
  
  
• Coordinate synchronization meetings with the "Control Tower" team in Lebanon, which consolidates issues encountered by L1 and L2 Support teams;
  
  
• Strengthen methods for better monitoring of L1/L2/L3 team activities.

WHAT WE ARE LOOKING FOR:

• Someone with 5 to 10 years of experience as a Product Owner;
  
  
• Prior experience with a Salesforce solution, ideally Service Cloud, and use of project management tools, ideally Hive, is a significant advantage;
  
  
• Experience withcustomer support tools and contexts is desirable;
  
  
• Strong autonomyand solid experience in managing a Product Backlog;
  
  
• Proficiency in written and spoken English.

WE ARE SEEKING PEOPLE WHO HAVE:

• Excellent analytical skills to understand business needs, study them, and clearly present them in the form of User Stories, diagrams, etc.
• Genuine ability to propose and evaluate enhancements to NOVA Care for e
  Commerce Support teams;
  
  
• Ability to integrate into the team and communicate and coordinate effectively.