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Automation Product Manager

Location: Croatia, Zagreb

Job category: Information Technology (IT)

Language: English

Transcom invests heavily in digital products where automation of tasks, processes, and customer interactions with various tools is one of the fastest-growing product areas with over 250 deployed automation projects in recent years.

Transcom is currently searching for an Automation Product Manager to lead the automation Product area, reporting to the Head of Agent Experience.


The Automation Product Manager is responsible for the strategic planning, definition, development, maintenance, and development of the full hyper-automation delivery. The overall corporate strategy and the business priorities of each geographical region guide the direction of the product house. The Automation Product Manager needs to continuously ensure that the services offered are relevant and competitive.


This role is fundamental in scaling automation. The Automation Product Manager runs the development team (supported by a Product Owner) and acts as the face of the full Transcom organizations and their clients. Stimulating the demand by presenting automation proposals both internally and directly in client meetings. Ultimately improving efficiency whilst creating a more stimulating workday and in general a better Agent Experience for the Transcom staff.


As the Automation Product Manager, you also have the commercial and financial responsibility of the automation product area. You will work closely with Sales and our advisory service to shape and pitch automation proposals to clients.

Join our Transcom Family as an Automation Product Manager!

  • Evangelize automation in Transcom and externally

  • Set strategic agenda for automation as a product area

  • Have the end to end responsibility for the service delivery

  • Financial- and benefit follow-up

  • People management and organizational setup

  • Operations management and process improvements

  • Commercial responsible for automation towards clients and sales

  • Demand generation for automation services internally and with clients

  • Stakeholder management

  • Vendor management and strategy

  • Innovation and onboarding of new technology


What's in it for you!

  • A global role that puts you in the center of our digital delivery

  • Career opportunities - growth within the company, both horizontal and vertical

  • Personal and professional development: conferences, training, and coaching on the job

  • Winning atmosphere and supportive team - we strive for collaborative, informal vibes with a focus on getting things done

  • Opportunity to be innovative and pitch your own ideas

  • Freedom in execution and forming of the organization

  • Multicultural communication and best practice sharing

.
What we are looking for:

An Automation Product Manager possesses strong business acumen and employs a servant leadership style. In short, we want to empower leaders on all levels, including employees, to make their own decisions based on a shared understanding of intent and a principle of accountability and ownership.

We like to believe that you have a Bachelor’s degree (B.A. or B.S.) from a four-year college or university or relevant IT and business/industry work experience, with at least 3 years of leadership experience and 5 years of developing and executing strategic plans and/or project portfolios or an equivalent combination of education and experience. Bachelor’s or Master’s Degree in Computer Science, Business Administration, or other related field or equivalent work experience.

You probably have 5 to 15 years of IT and business work experience with a broad range of exposure to various technical environments and business segments. At least 3 years of experience with managing team(s) responsible for strategic planning, business development or client management and working with a broad range of diverse and complicated business units.

You have proven experience in most of the Responsibilities stated above.

We would like to see that you master:

  • Process Automation deployments and the vendor landscape

  • Systems thinking

  • Agile delivery models

  • Problem-solving skills

  • Public speaking, delivering educational or inspirational presentations, presenting to C-level execs

  • LEAN thinking to drive continuous improvement and process improvements

Other desired qualifications

  • Ability to travel, up to on average 25%, no travel restrictions to the Philippines, US, EU

  • Customer service / Contact center / BPO industry experience.

  • Perform financial planning and follow-up of on-premise and cloud infrastructures and staff costs.


What Life at Transcom is like!

We are the voice of our clients. Equipped with intelligent technology, we are a global network of local specialists ambitious about making things work. We continuously evolve to be one step ahead by anticipating the newest technology and trends to improve the customer experience from reactive troubleshooting to active solution-finding. It is what we call Smarter People Experiences.
We are 27,000 customer experience specialists at 50 contact centers and a large network of home agents, delivering services to international brands in various industries across 20 countries in 33 languages. We are TRANSCOM!


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