Digital Service Experience Project Manager

vor 10 Stunden


Cham, Schweiz Specialized Bicycle Components Vollzeit

To strengthen our team located in **Cham (ZG), Switzerland**, we are seeking for a Digital Service Experience Project Manager** to commence immediately or by agreement.** In this role you will be improving and unifying the service and support experience across the retail digital toolchain.

**How you’ll make a difference**
- Organize & run workshops with user groups/key stakeholders to capture retail service requirements
- Define & document service process flows, flowcharts & mock-ups that rationalize and simplify our tool chain with a unified style and feel. Validate concepts with retailers & employees as necessary.
- Organize service improvements into a logical roadmap with phased projects, creating packages of work that can be handed over & developed upon with technical Product Owners and UI/UX teams.
- Manage cross-functional service projects with complex roadmaps & multiple dependencies
- Track project progress against agreed timelines, providing regular updates to key stakeholders & users. Ensure deviances to a plan are detected and communicated as early as possible.
- Run/coordinate UAT programs to ensure smooth launch of new service features, owning demonstration to key internal/external stakeholders and user groups.
- Ensure that change-management for all projects is smooth for both employees & retailers, aligning retailer feature releases together with rider facing systems/tools as necessary
- Own and track final rollout to global Rider Care employees & retail service teams
- Create & support new business cases for features/initiatives that reduce OPEX or improve service, along with metrics to measure success.
- Partner with Product owners to monitor & track usage of key service products within our tools working with data teams, defining opportunities for insight and continuous improvement

**What you need to win**
- A fierce drive to improve app-based user experience for B2B and B2C service customers
- Confidence to run team meetings and external requirements-gathering sessions, both remotely and in-person with colleagues & stakeholders across time-zones, cultures, geographies
- Experience in defining service processes & features - preferably with a retail focus
- Deep experience in the design, build, test & release lifecycle of digital service/support products.
- Good influencing skills. Able to remain confident, collaborative & resilient when facing resistance to change
- Proven cross-functional project management skills with great attention to detail & personal organization
- Evidence of having played an active role in defining & deploying successful change management in a previous venture
- Must speak and write fluent English; bilingual in French or German also preferred
- Must be able to travel as needs arise, primarily within Europe but occasionally outside
- Passion for bikes; driven to make an impact for riders

**What we offer**:We are a dynamic and multicultural team within an innovative and growing environment. You can look forward to a modern working space, lunch rides, social security
- and many other benefits.

**Specialized Europe GmbH** - Human Resources - Werkstattgasse 10 - CH-6330 Cham


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