About Mercedes-Benz Financial Services
Mercedes-Benz Financial Services, part of Mercedes-Benz Mobility AG, is the captive financing and mobility solutions company of Mercedes-Benz AG. It offers automotive financial and insurance products that help customers drive Mercedes-Benz vehicles.
Job Overview
The Call Center Services (CCS) Junior Product Owner helps define the vision, product roadmap, and backlog delivery for Automated Call Distribution, Call Recording, Dialer, Interactive Voice Response, Speech Analytics, and Telephony Performance Metrics applications. The role supports the Senior Product Owner and development team by identifying requirements and features that deliver value to stakeholders and customers through data analysis, research, agile development, and collaboration with Operations.
The role supports product quality, reliability, availability, production support, documentation, and management of the language interpreter services vendor. The scope covers Canada, Mexico, and the United States, with collaboration across Maastricht, Netherlands, and Bangalore, India.
Responsibilities
- Support the Senior Product Owner with strategy, development, training, and maintenance support for call center applications across the Americas hub.
- Manage CCS applications to maximize customer experience, efficiency, and business support; identify trends and root causes; and coordinate issue resolution.
- Support management of the language interpreter services vendor.
- Provide consultation services and communicate enhancements to business units.
- Contribute to technology products and customer experiences through data analysis, stakeholder engagement, research, requirements refinement, and user-story elaboration.
- Create test cases, author and execute user acceptance testing, categorize bugs, assess release impact, and monitor products after launch.
- Create and deliver instructions, training, and communications for product releases and launches, including agent training plans.
- Prepare and update content, settings, and system logic for products requiring business use of user interfaces and user experience features.
- Maintain CCS policies and procedures and collaborate with Operations, IT, DIAA, and other teams on compliance and support needs.
Qualifications
- Legally authorized to work in the United States at the time of application.
- Minimum of 4 years of overall work experience.
- High school diploma or GED required; bachelor's degree preferred.
- Minimum of 1 year of experience with Genesys Cloud and JIRA preferred.
- Preferred experience in business, collections, credit, customer service, information technology, management, remarketing, or vendor management.
- Analytical, testing, project management, presentation, problem-solving, IT, Microsoft Office, and team collaboration skills.
- Spanish and Canadian French language skills are listed.
- Exceptional written and verbal communication, listening, negotiation, and relationship-building skills preferred.
- Team Leader or Supervisor experience in a call center environment or Business Analyst experience is recommended.
Benefits
Benefits include competitive salary, performance-based bonuses, corporate holidays, vacation time, the Mercedes-Benz Employee Lease Program, medical, dental and vision insurance, disability coverage, family leave, adoption expense reimbursement, tuition assistance, retirement benefits, mobility offers, and other employee benefits.
Additional Information
Relocation assistance will not be provided. If applicants are not redirected after selecting the application button, they can search and apply through the local career portal.
Contact: Mercedes-Benz Financial Services USA LLC, 14372 Heritage Pkwy, Fort Worth, TX 76177. E-mail: nafta_ssc_recruiting@mercedes-benz.com.