Job Description

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.

• 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

• 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

With a fleet of 313 modern container ships and a total transport capacity of 2.5 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 14,000 employees and 400 offices in 140 countries. Hapag-Lloyd has a container capacity of 3.7 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 133 liner services worldwide ensure fast and reliable connections between more than 600 ports on all the continents. In the Terminal & Infrastructure segment, Hapag-Lloyd has equity stakes in 21 terminals in Europe, Latin America, the United States, India and North Africa. Around 3,000 employees are assigned to the Terminal & Infrastructure segment and provide complementary logistics services at selected locations in addition to the terminal activities.