Operational Product Manager Contact Center
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Were looking for an Operational Product Manager Contact Center to join us at Telia.
Im Stefan Bjurström Head of Product Management UC & CS and Im searching for someone ready to grow with us at Telia B2B. This is a senior B2B role for someone who thrives in the intersection of customer journeys operations IT and product to create a real visible difference.
What youll do:
In this role you are accountable for the operational customer experience Contact Center offerings across the full product lifecycle. You ensure that what we promise commercially is delivered seamlessly in customer engagement and collaboration processes with high quality efficiency and scalability.
You will work close to Customer Operations IT Commercial Sales and other Product teams with a near- to mid-term focus (112 months). Your work directly impacts customer satisfaction operational efficiency and business performance.
Key responsibilities:
- Own the end-to-end operational customer experience for UC and Contact Center products and offerings across their lifecycle
- Drive localization and implementation of products into customer journeys operational processes and IT systems
- Secure quality stability and performance across customer engagement and collaboration services (voice digital assisted UC)
- Identify and drive continuous improvements balancing customer experience efficiency and scalability
- Act as the key interface between business requirements operations and IT translating needs into executable solutions
- Follow up on operational KPIs incidents customer feedback and journey performance and drive corrective actions
- Ensure clear documentation handovers and ways of working across Product Operations and IT
You are the one who makes sure our Contact Center offerings work every day for every customer.
What will help you thrive in this role:
To be successful in this role we believe you bring strong operational understanding combined with a customer-centric and structured mindset. You have experience from product development product lifecycle management or operational product roles within Telecom or similar B2B environments.
Key skills:
- Experience in product development product lifecycle management or operational product roles within Telecom or similar B2B environments
- Solid understanding of UC and/or Contact Center solutions customer operations and customer journeys
- Experience translating product and commercial requirements into operational processes and IT solutions
- A structured proactive way of working and the ability to drive improvements in complex cross-functional environments
- An academic degree
- Fluency in Swedish and English both written and spoken
Join us to shape smarter living for people businesses and the planet
At Telia were a team of 15 000 colleagues across the Nordics and Baltics passionate about technology and connectivity. As a Leading Telecommunications Operator & Climate Leader we drive change with large-scale impactful projects while building a sustainable inclusive world.
Here you can grow your skills lead meaningful projects and thrive in a supportive diverse environment. Whether youre taking your first step or your next Telia is a place to grow belong and make a real impact.
What we offer
When you join us youll receive a comprehensive benefits package tailored to your local market opportunities for remote work and more. Youll also have the chance to earn a bonus based on your performance and Telias results.
Ready to make better happen
We look forward to receiving your application by note that we might close the position earlier if we find the right candidate so dont wait too long to apply!
If youre selected for the next stage youll be contacted by our Talent Acquisition Partner. Background and reference checks will be part of the process.
Want to know more about this role Please reach out to Stefan Bjurström at
Equal opportunities
At Telia we recognize talent by professional skills and growth potential. We champion diversity ensuring every individuals needs are met regardless of disability gender age nationality sexual orientation or social status. Together were dedicated to fostering an inclusive work environment where your uniqueness is our strength.
Join us and lets make better happen - together!
Required Experience:
IC
Key Skills
- Time Management
- Data Analytics
- Analytical
- Agile
- Requirement Gathering
- Strategic thinking
- Visio
- Communication
- Problem Solving
- Market Research
- UML
- Cross Functional Teams
About Company
Telia Norge er et ledende teknologiselskap som bygger samfunnskritisk infrastruktur og leverer innovative produkter og tjenester innen TV, internett og mobil. Vi er Norges største utfordrer og våre om lag 1 900 dyktige medarbeidere jobber hver dag for å u
