Product Owner Roadside Assistance & Workflows (m/f/d)

As the Product Owner for Roadside Assistance & Workflows at SIXT, your primary responsibilities encompass building and implementing innovative digital workflows that integrate across omnichannel platforms. You'll also collaborate closely with cross-functional teams to optimize customer interactions, leading the automation of service delivery processes and defining key performance indicators to measure success.

To qualify for the Product Owner Roadside Assistance & Workflows role at SIXT, applicants should have at least five years of experience in digital product management, particularly in agile environments. Skills in designing multi-platform workflows, stakeholder management, and analytical thinking are also essential. A background in automating customer service processes will be an added benefit.

The Product Owner for Roadside Assistance & Workflows significantly enhances the customer experience at SIXT by automating workflows that facilitate faster and more intuitive resolutions to service requests. Your work will ensure seamless interactions across various digital touchpoints, leveraging cutting-edge technologies to provide a superior level of customer support.

In your role as Product Owner Roadside Assistance & Workflows at SIXT, you’ll work with advanced technologies within an omnichannel service ecosystem, including Salesforce, Genesys, and Conversational AI platforms, among others. Your expertise will drive the implementation of these technologies to enhance automated service solutions.

At SIXT, career growth opportunities for a Product Owner Roadside Assistance & Workflows are abundant. You'll have access to personal development training programs and the chance to lead innovative projects within a global team, making a real impact on the digital Customer Service landscape.

In answering this question, highlight specific projects you’ve worked on that involved automation in customer service. Discuss the technologies you used, the challenges you faced, and the positive outcomes achieved, emphasizing your role in optimizing workflows and improving customer interactions.

Effective prioritization requires a combination of data-driven analysis and stakeholder input. Talk about utilizing metrics and KPIs to assess feature impact, balancing customer needs with the technical feasibility of implementations, and engaging with various teams to ensure alignment on priorities.

Share your strategy for addressing conflicts, which includes open communication, active listening, and finding common ground. Emphasize the importance of collaboration and how you work to facilitate productive discussions that lead to consensus among diverse stakeholders.

Use a specific example where you had to adapt your strategy due to new insights or changes in requirements. Discuss how you communicated the need for change to your team and stakeholders, and the positive results that ultimately ensued from being flexible and responsive to the project's needs.

Convey your methods for staying current, such as industry publications, webinars, networking events, or online courses focused on digital transformation and automation trends. Highlight your commitment to continuous learning and how this knowledge benefits your work as a Product Owner.

Discuss critical metrics like user engagement, resolution time, and customer satisfaction scores. Emphasize the importance of tracking these KPIs in order to evaluate the overall success of the product and inform future improvements and iterations.

Highlight methods such as gathering direct customer feedback, utilizing user testing, and collaborating with customer service teams to gather insights. Stress how incorporating customer perspectives throughout the development process leads to better outcomes.

Discuss common challenges such as balancing competing priorities, managing stakeholder expectations, or aligning technical capabilities with customer needs. Explain how you work through these challenges with strategic planning and effective communication.

Share a concrete example of a project where you facilitated collaboration between different departments, detailing your role in coordinating efforts, resolving conflicts, and ultimately achieving a successful outcome through teamwork.

Talk about your passion for enhancing the customer experience through innovation and technology. Mention how rewarding it is to see measurable improvements in customer feedback and engagement resulting from your work on digital workflows.