Odido’s ambition is to become the undisputed Customer Champion in the Netherlands which puts the customer at the heart of its business. To support this ambition there is extensive focus on improving the customer journey as well as the employee experience.
The Role
As a Senior IT Product Owner Salesforce Service Cloud, you are passionate about improving customer service capabilities to support the day-to-day activities our Customer Experience Officer. These ambassadors have the challenge of handling over 100,000 customer questions & requests on a weekly basis which are initiated via different channels like Voice, E-mail, Web & Social.
The product vision & strategy which you will own & further enhance can be split into multiple focus areas:
Optimize UI screens & flows to improve the ease of use and relevancy for the agent.
Improve the performance of the platform to speed up results & reduce handling time.
Automate, simplify & provide support in handling steps for the agent like case management, routing & manual activities.
Create a high velocity improvement process & way of working to realize a short time to market both.
Next to that you are responsible for:
The creation and management of the product roadmap, prioritizing features based on business impact, technical feasibility, and user needs.
Prioritizing new features against technical improvements, maintaining a balance between innovation and addressing technical debt.
Act as a bridge between technical and non-technical stakeholders, ensuring effective communication and stakeholder engagement.
Stay abreast of emerging technologies and industry trends relevant to IT products/journeys.
Drive innovation within IT by exploring and adopting new technologies to improve efficiency and effectiveness.
About the team
You will lead the Agent Experience team focused on Customer Service & Operations. The core focus of this product development team lies on improving & levering all capabilities offered by the Salesforce Service Cloud platform ranging from Case Management, Knowledge Management, telephony integration and other related core objects such as Account.
The product team consists of multiple offshore roles ranging from a System Analsyt, multiple developers, testers and operational management. On daily basis the team works & collaborates closely with multiple improvement managers and First Contact Resolution experts from the Customer Service department to be able to provide insights & gather input from the operational teams.
Next to that your team is part of a bigger Salesforce chapter that exists of 5 other teams, each with their own focus area of the platform. In this role you will have a high degree of end-to-end responsibility and are the expert when it comes to how Service Cloud is used by our Customer Experience Officers.
At Odido, we believe in people.
We personally review every application, no keyword filters, no automated decisions. That’s why we ask you to briefly share why you believe this specific role at Odido fits your experience and ambition. If it’s a match, we’ll notice.
We do not hire your AI (yet)…
We want to become the most human-centred telecom provider in the Netherlands. That might sound odd from an IT or network role, but that's exactly where it starts. Because without stable systems, a reliable network and smart technology there's no conversation, no connection, no trust. You make sure everything runs, even when nobody notices. And that's precisely the point. Even if the customer doesn't see you, your impact is felt in every conversation, every connection and every moment it just works. Because when the technology is solid, people can work, customers can be helped, and trust is built.
At Odido we're there for each other. We see each other's talents. We listen and always look at what's possible, technically, personally and in the way we work together. Because you're at your best when you can grow, Odido gives you all the space you need for that. Together we look at where your ambition and talent lie and make sure you get the opportunities to grow in your own way, whether that's deeper technical specialisation, a broader architect role, or a step towards tech leadership.
At Odido you build critical infrastructure at a national scale, with a competitive salary and a bonus that matches your role. You work in compact teams with short lines, hybrid and with flexible hours. Your growth is central: through a personal development budget of up to €1,000 per year, more than 200 digital courses and room for technical specialisation or a step towards tech leadership.
Some things you cannot learn at university, but you possess them by nature. Your core personality is people-focused, decisive, communicative, and naturally collaborative. You enjoy connecting business needs with digital solutions and know how to create structure and direction in dynamic environments.
You are capable of challenging stakeholders constructively, bringing teams together, and translating operational pain points into clear product priorities. You combine strategic thinking with a hands-on mentality and genuinely enjoy improving the daily experience of frontline employees.
In your short motivation letter, we’d love to hear why this role speaks to you. Tell us about your experience with Salesforce Service Cloud, product ownership, and customer operations environments. We read every application, personally.
Must-have skills & qualifications
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Proven experience as a Product Owner within a customer service, customer operations, or digital IT product environment.
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Minimum 2 years of hands-on experience with Salesforce Service Cloud, either from a consulting, implementation, or product ownership perspective.
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Strong understanding of agile product development methodologies and experience working in agile delivery environments.
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Experience balancing product innovation, operational improvements, stakeholder expectations, and technical platform considerations.
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Strong communication and stakeholder management skills, with the ability to bridge technical and non-technical audiences.
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Delivery-focused, self-driven, energetic, and comfortable operating in dynamic environments with multiple stakeholders.
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Fluent in both Dutch and English, and available for a minimum of 32 hours per week.
Nice-to-have skills
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Salesforce Service Cloud certifications or related Salesforce platform certifications.
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Experience within telecom, customer operations, or high-volume customer service environments.
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Familiarity with operational KPI optimization such as First Contact Resolution or Average Handling Time improvements.
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Experience working with offshore development teams or distributed product organizations.
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Understanding of customer journey optimization and employee experience improvements.
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Experience with workflow automation, routing logic, or operational support tooling.
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Affinity with digital transformation, process optimization, and customer-centric innovation.
Even though we have many different colleagues, we look for a few typical Odido traits in every new team member. You need to be able to handle a changing organisation. The world of communications changes every day, and we need to grow along with it. Being naturally curious and interested in the technology we work with and the industry we're in helps enormously.
