Product Owner (m/f/d) Case Management - limited to 24 months

The Product Owner (m/f/d) will play a pivotal role in driving the success and stability of our Case Management platform. They will be responsible for overseeing day-to-day operations, managing backlogs, and delivering enhancements to support our Customer Service teams. This role requires a strong understanding of CRM and Case Management, with a focus on Salesforce, and the ability to collaborate effectively with cross‑functional teams.

Responsibilities

• Own and manage the Case Management platform, ensuring stable operations and efficient performance
• Monitor system KPIs, usage trends, and SLA adherence across regions
• Prioritize and govern service tickets and enhancement requests, leading backlog grooming and sprint planning
• Plan and execute releases, coordinating UAT and change management to minimize disruptions
• Act as the primary interface for Customer Service stakeholders, driving issue resolution and platform adoption
• Support training, documentation, and change communication initiatives, as well as ensure compliance with data standards and internal governance requirements
• Optimize key performance indicators, including case volume, resolution time, and queue management
• Identify and implement improvement opportunities to enhance efficiency and customer experience

Qualifications

• Proven experience in Product Ownership/Operations, preferably with CRM or Case Management (Salesforce experience is an asset)
• Strong knowledge of Customer Service operations, particularly in logistics or shipping industry
• Experience working in global, cross‑functional teams
• Excellent stakeholder management and communication skills
• Agile mindset with hands‑on experience in backlog and sprint management
• Strong analytical skills with a data‑driven approach, focusing on performance optimization and scalability
• Ability to collaborate effectively with IT development and business teams
• Strong problem‑solving abilities and a results‑oriented mindset

We offer

• Exciting challenges, real responsibility, and the opportunity to make your own ideas visible in a wide range of projects
• Individual development through our Hapag‑Lloyd LEARNING CAMPUS, international perspectives, and mentoring programs that genuinely advance your career
• Attractive compensation (13 monthly salaries + vacation pay) as well as strong social benefits in a financially stable company
• At least 28 days of vacation, flexible working hours, capital forming benefits, and a future oriented pension plan (MYPENSION)
• A modern hybrid work model (3 days office / 2 days remote) and a workplace in a prime downtown location at Ballindamm
• Mobility benefits such as subsidies for public transportation, as well as bicycle leasing via JobRad
• Comprehensive health and sports offerings (e.g., yoga, sailing, company doctor) plus EGYM Wellpass
• A company restaurant with freshly prepared meals every day and a coffee bar with a wide selection