Senior Product Owner - Head of Genesys Cloud, Intrum
Senior Product Owner -
Head of Genesys Cloud, Intrum
Stockholm, Sweden
Intrum is Europe's leading credit management services provider, listed on Nasdaq Stockholm and operating across 20 markets. Intrum is in a pivotal phase, strengthening performance and accelerating transformation and digitalisation across Europe. We are now looking for a Senior Product Owner - Head of Genesys Cloud to lead the next phase of Intrum's contact center journey. This is a senior group-level role where you will act as a bridge between business, operations and IT, while leading a geographically distributed team and shaping how Intrum uses Genesys Cloud across the organization.
Please email us your application and attach your CV by clicking on the apply button below.
Job description
With Genesys Cloud now rolled out across almost all markets, the focus is shifting from implementation to value creation: improving operations, driving adoption, strengthening governance and exploring new capabilities. As Senior Product Owner - Head of Genesys Cloud, you will be responsible for Genesys Cloud and related contact center capabilities at group level. You will lead the Center of Excellence team and set the agenda for how Intrum develops, governs and uses Genesys Cloud in the best possible way across markets.
It is a business-oriented leadership role where you will need to understand contact center operations, platform capabilities, local market needs and group-level priorities. You will report to the Head of Strategy & Transformation and be based in Stockholm. The team consists of approximately 10 people across IT and operations, located in several countries.
Your main tasks will be to:
Take group-level ownership of Genesys Cloud and related contact center capabilities
Lead and further develop the Genesys Cloud Center of Excellence
Set the roadmap, priorities and governance model for the platform going forward
Drive adoption, value creation and continuous improvement across local markets
Support local markets and super users in using Genesys Cloud effectively
Stay updated on new Genesys capabilities, including AI and Voice AI
Act as a bridge between business, operations and IT
Lead, develop and strengthen the team, ensuring clear ownership and delivery
Who are you?
We are looking for a senior, business-oriented and collaborative leader with solid experience from Genesys Cloud, contact center operations and complex transformation environments. You may currently work as a Product Owner, Platform Owner, Channel Responsible, Contact Center Technology Lead, Genesys Cloud Lead, Solution Owner or in a similar role.
You must have recent and relevant experience from Genesys Cloud and understand what it takes to implement, develop and scale the platform in a larger organisation. You have likely been involved in a Genesys Cloud rollout, implementation or major transformation and are comfortable driving decisions, stakeholders and delivery.
Requirements
7+ years of relevant experience, preferably in complex, international or multi-market environments.
Strong and current knowledge of Genesys Cloud and contact center operations.
Experience from Genesys Cloud rollout, implementation, migration or transformation.
Previous experience as Product Owner, Product Manager, Channel Responsible, Platform Owner or similar.
Experience of roadmap ownership, prioritisation and stakeholder management.
Ability to bridge business, operations and IT, and translate platform capabilities into business value.
Solid team management experience, with an empathetic and attentive leadership style.
Solution-oriented, pragmatic and genuinely interested in Genesys Cloud and customer interaction platforms.
Personal characteristics
Strong leader with the ability to set direction and drive an agenda
Business-oriented, pragmatic and solution-focused
Excellent stakeholder management and communication skills
Structured, delivery-oriented and comfortable taking ownership in complexity
An empathetic and collaborative leader with the ability to build trust, develop people and create engagement across teams and stakeholders
What we offer
At Intrum we offer not only a challenging and rewarding career but also a challenging, exciting and developing position in an international company with growth ambitions. At Intrum you will work with highly motivated and skilled co-workers globally and be part of a supportive culture where effort counts.
This is a full-time permanent position based at Intrum’s Global Headquarters on Riddargatan in central Stockholm. The position reports to the Head of Strategy & Transformation.
In this recruitment, Intrum collaborates with Alumni Global. For more information, please contact Dilan Thorén Sadek, dilan.sadek@alumniglobal.com.
Please email us your application and attach your CV by clicking on the apply button below.
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Location:
Stockholm, Sweden
Ref nr:
A042080
Application deadline:
Send us your application as soon as possible as we are continuously interviewing candidates in this assignment.
