Product Manager – Case Management

How do you make our customers happy?

Excellent service has been one of bol’s differentiators in the online retail market. Customers mention service as one of the top 3 reasons why they shop at bol. Within the Product department Core Service, we are responsible for the full after sales journey of customers and for providing the best tools to support our service operations department and retail partners to handle customer service cases. Besides that, the core service team also enables partner service to give the best B2B service possible to our retailers.

In this role as Product Manager – Case Management, you’ll ensure cost reduction through automation, while maintaining our high NPS.

What you’ll be doing as Product Manager Case Management

As product manager Case Management, you’ll lead a team of product, engineering and data experts. The main objective for Core Service is to ensure cost reduction through automation, while at the same time maintain our high NPS. Case management is at the heart of this. As PM you ensure stability, correctness, completeness and availability of millions of customer and partner issues and operational data.

Team Case management supports the business capabilities of case management and workforce management, ensuring that bol’s service operation always has the most actual insight in the current and historical status of cases and who is working on which question.

Your responsibilities will be:

• Ensure delivery of solutions at scale to deliver on the financial saving targets.
• Balance speed and flexibility with delivering architectural future proof solutions.
• Alignment with the consumers of the case management data and API’s.
• Alignment with the vendor of our workforce management system.

bol’s new product vision of Radical Self Service aims to substantially increase automated handling of customer service cases. This requires architectural landscape changes while ensuring operational stability to handle over 10 million cases.

3 reasons why this is (not) for you

• A meeting to decide if we should have a meeting? Calendar Tetris is your favourite sport, and outcomes are something you schedule “later.”
• Treat data like astrology You think data is spot‑on when it confirms your gut, and “just noise” when it doesn’t—stars only align on your terms.
• Stakeholders are vampire-hunters You think stakeholders are annoying and only there to keep you from really progressing your set-in-stone roadmap.

• Ready to build an airplane in the sky You dare to innovate while changing the operational landscape.
• The perfect mix You are an experienced product manager with an interest in technology and a strong business mindset.
• Balance is key You are not afraid to define a roadmap that balances business outcomes with IT architecture improvements.

What we’re looking for

• 4+ years of experience in product management, ideally in customer services.
• Proven track record in problem discovery, hypothesis testing, and scaling solutions.
• Ability to be predictable and provide data-proven outcomes.
• Ability to focus on technical improvements without losing customer focus.
• Excellent communication skills; able to align stakeholders while keeping speed.

Why this role?

• Be part of the only product area in bol that combines journey and core capabilities.
• Work closely with the most customer and partner centric teams at bol.
• Experience directly the impact of your work on customers, partners and bol colleagues.

Relocation

Bol wants to ensure that you make the best possible transition. We offer relocation assistance to the Netherlands from the moment you have the job.

On and off

At bol we understand like no other that you have to take care of yourself first, then your environment and then bol. In that order. Therefore, everyone at bol receives 29 days of vacation.