Product Manager - Customer Care

Want to drive digital change in automotive?

At Volvo Cars, we are making bold digital visions come true. We aim to lead in the automotive world by creating a digital ecosystem built around making our customers' lives less complicated. Now we are looking for curious, creative people who want to change the world through innovative thinking.

What’s in it for you 

In the Digital Customer Care and Support Cluster, we work in customer-centric product teams to build products that enable Volvo Cars Direct-to-Consumer vision together with our Customer Care operations and Retailers.  
 

The product topology and team are continuously growing and adapting to future needs. We are looking for skilled Product Managers that can join us on that journey. 
You will be part of a team that is obsessed with giving consumers a world-class customer care experience through digital self-service tools, retailer collaboration, and support agents that can leverage modern technology to serve our customers. 

The product teams are mainly based out of Gothenburg or Stockholm, working in a global and fast-paced environment where collaboration across geography, operational disciplines, and technology stacks needs to happen. 

Additionally, we will give you the opportunity to work in an ever-changing agile way of working where you will be part of empowered product teams that strive for continuous learning and improvement as they build and operate the product the user needs. You will have competent colleagues in the same role with whom you on a daily basis can share and discuss experiences and problems. 

What you´ll do? 

Within the Customer Care & Support product cluster, you will work as Product Manager for one of our digital products with a goal to enable excellent customer care through an omnichannel approach which is backed up by capabilities enabling outstanding collaboration within and between our Care centers and our retailers in the markets. 
 
Omnichannel customer care and collaboration between Volvo Cars operational units and retailers are needed for many reasons, it can be an inquiry, complaint, or at delivery and return of a vehicle whenever a subscription is started or ended. As a Product Manager in this context, you will be diving into all these needs to collaborate and together with the team create solutions to complex problems. 
 

The development team expects you to drive the work to understand the product purpose, and product strategy, do discovery and articulate development needs, contribute to the creation of user stories, prioritize them in the team backlog and not least secure that the acceptance criteria are met. 

The Product Cluster Lead expects you to participate as a member of the extended Product Management team and review and contribute to the Customer Care and Support cluster-level vision and roadmap. 

Our external customers will expect you to understand their needs and implement product features that generate the anticipated outcome. 

Who are you?

We believe that you have a relevant background in a product software development context, understanding customer needs and how to build fruitful Direct-to-consumer relationships.  
Experience in Customer Care center operations at scale is an advantage. 

You are a person that has adopted a Lean-Agile mind-set, applied servant leadership, has good communication skills, understands the Empowered Product Team concept, and will collaborate well with Volvo Cars' internal stakeholders.  

We expect you to have a proven record of accomplishment when working with defining what makes a great user experience and communicating that to the development team. It is a great advantage if you have experience working with and delivering to external customers. 

• 2+ years of Product Management, preferably in a Customer Care environment  
• Skilled at leading, influencing and developing cross-functional matrixed teams to deliver against multi-track roadmaps successfully 
• Proven track record of successfully implementing new concepts or programs in a fast-paced, digital environment 
• Bachelor's degree required; MBA or graduate degree preferred; education concentrated in business or technology fields is preferred 
• Possess strong decision-making and prioritization skills with the ability to think end-to-end  
• Excellent communicator, you are used to interacting with a wide set of stakeholders and getting buy-in for your ideas and roadmaps 
• Salesforce experience is valuable but not mandatory. 

Location 

Preferably HQ Gothenburg or Stockholm 

How to learn more and apply 

Does this sound like your next challenge? If you have any questions regarding the position, you are welcome to contact our Senior Recruiter abhay.krishna.das@volvocars.com.  Please note that applications via email will not be accepted due to GDPR. Last application date – 30th March 2023. We are looking forward to your application! 

Who are we?

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them. 

Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.