Applications & Process Automation Lead - Customer Experience

Job Description

About the role

As an Application and Process Automation Lead you are responsible for the tools used within the CX organisation.This means that you solve complex problems for users, but also that you prepare, test and properly release changes. You ensure that the tools function properly and that they continue to do so. As our tools are continuously changing, your tasks concerning change management will be; specifying changes, monitoring and the timely implementation of these changes. Communication with internal and external stakeholders about incidents, service requests, changes and projects are part of your coordinating task on maintaining the Service Level agreements. As an Application and Process Automation Lead, it is important that you always know what is going on in the organisation, so that you can respond to changes and wishes. In addition, you will carry out smaller projects. You design and manage projects and ensure that project goals are achieved. You also report on project activities and propose improvements.

What you’ll do

• Provide day-to-day support for the different tools, both by responding to user requests and proactively by signalling problems.
• Design, build, and test the implementation of new functionalities in our CX tools.
• Responsible for the life cycle management of our tools (testing, deployment and maintenance or downtime). e.g. Ensure timely and consistent communication during any major downtime
• Conduct workflow analysis, business process reviews and create functional specifications.
• Performing various audit and control activities and reporting on them.
• Track change requests and prepare bug fixes, hot fixes and releases.
• Prioritise requirements for development, based on needs from the business, changes, or proactively from tackling recurring support requests.
• Partner with Product and Tech teams to consult on CX impacting initiatives.
• Manage improvement projects: be responsible for writing and discussing requirements, monitor project progress, manage testing and oversee delivery of releases.
• Manage relations and communication with vendors and internal stakeholders, ensuring that stakeholders are perfectly informed.
• Documenting processes and procedures.

What you’ll bring

• 5 years experience within a customer support environment and knowledge/experience with a customer platform (e.g. Kustomer, Zendesk, etc.)
• Strong technical skills experience in the software development domain.
• Strong analytical skills; able to identify opportunities and make decisions based on data and metrics.
• Experience working with and managing software vendor relationships.
• Strong experience in customer journey mapping, agile iterative development.
• Strong experience in leading change and managing stakeholder relationships.
• Great communicator with ability to work with, influence, and align with multiple stakeholders.
• Excellent organisational skills and ability to meet tight deadlines.
• Detail-oriented, proactive and hands-on mentality.
• Excellent written and verbal English communication skills.
• BA or BS degree in the fields of computer science or engineering

Here’s what we can offer you

This is your chance to become part of a fast but sustainable growing tech company! You will have an exciting role in a young, fast-growing, dynamic & international organisation. You'll be part of an enthusiastic, highly motivated team of 800+ international Catawikians; you'll have big responsibilities and can really create something. Additionally you can expect:

• Working with a top notch team acting on a champions league level in a super complex dynamic environment; you will learn a lot!
• A diverse and international team with over 50 different nationalities.
• A great office located in the heart of Amsterdam with an easy-going atmosphere.
• Our entrepreneurial environment encourages everyone to take initiative and experiment with new ideas. You’ll actively contribute to the growth of the Catawiki platform.
• Tailor-made trainings to facilitate your personal and professional growth
• The fun part! Our Activity Committee plans everything from ‘CataFooty’ to International Food Festivals, Friday Drinks, Board Game Nights, Pub Quizzes and Boot Camps!
• Stock Options: All Catawikians are granted 100 Stock Options after 12 months of service.
• And there’s more! Paid holidays, holiday allowance and a fantastic pension plan paid for by Catawiki.