Job Description

You’re an important part of our future. Hopefully, we're also a part of your future! At B. Braun, we protect and improve the health of people worldwide. You support this vision, bringing expertise and sharing innovation, efficiency and sustainability as values. That’s why we would like to keep developing our company with you. Keeping your future in mind, we’re making a joint contribution to health care worldwide, with trust, transparency and appreciation. That's Sharing Expertise.
Product Owner (w/m/d) Customer Service Platforms
Company:  B. Braun SE
Job Posting Location:  Melsungen, Hessen, Germany
Functional Area:  Administrative/Clerical
Working Model:  Hybrid
Requisition ID:  10685

Within B. Braun SE, we are looking for a Product Owner Customer Service Platforms (f/m/d) in the Sales & eBusiness Processes & Solutions department at the earliest possible date.

Our department drives B. Braun’s global digital customer orientation and acts as an innovation driver for modern technologies in Marketing, Sales, and Customer Service. Within the Intelligent Customer Care team, we are responsible for the continuous development of global customer service processes and platforms with the goal of sustainably improving efficiency, scalability, and customer experience.

At the core of this role are the omnichannel customer service platform Genesys (CX Cloud) and the Salesforce Service Cloud, which are used worldwide as an integrated product system.

Responsibilities

Product Ownership & Platform Strategy

    • You are responsible for the business value of our customer service platforms Genesys CX Cloud and Salesforce Service Cloud.

    • You develop a clear product vision and roadmaps and prioritize features and backlogs based on business value, customer experience, and global scalability.

    • You understand licensing models, functionalities, and use cases and derive a sustainable further development of the product system from them.

Stakeholder & Requirements Management

    • You act as the central interface between country organizations, business units, and IT.

    • You evaluate requirements based on benefit, complexity, and standardizability and ensure a harmonized global implementation.

    • You ensure that regional needs align with the global platform strategy.

Agile Collaboration & Delivery

    • You work in agile setups (Scrum/Kanban) with IT, development teams, and external partners.

    • You support implementation during sprints, reviews, and releases and ensure transparent communication.

    • You coordinate interfaces to central IT systems such as CRM, SAP, self‑service platforms, and analytics.

Customer Experience & Innovation

    • You keep the end‑to‑end customer journey in mind and optimize processes from the customer’s perspective.

    • You monitor market and technology trends (e.g., omnichannel, automation, AI) and assess their relevance for B. Braun.

    • You continuously expand your expertise and proactively contribute new ideas.

 

Professional Qualifications

  • Bachelor’s degree in Business Administration, Computer Science, Business Informatics, or a comparable field.

  • Strong understanding of customer service processes, customer journey, and customer experience management.

  • Several years of experience in product or project work related to digital customer service solutions.

  • Very good knowledge of Genesys CX Cloud, Salesforce Service Cloud, and SAP interfaces.

  • Experience in defining and prioritizing product and project requirements; ideally Product Owner certification.

  • Excellent English skills, both written and spoken.

  • Experience in an international environment and with global platforms is an advantage.

  • Understanding of the interplay between Marketing, Sales, and Customer Service.

  • Experience supporting global platforms and international stakeholders, as well as customer service projects within an internationally operating company, is beneficial.

  • Understanding of marketing and sales processes in combination with customer service.

 

Personal Competencies

  • Enjoyment of change, innovation, and dynamic work environments.

  • Customer‑oriented, analytical, and solution‑focused working style.

  • High level of personal responsibility and a hands‑on mentality; you proactively drive topics forward and deliver results.

  • You value different perspectives and see stakeholder management as a key success factor.

  • Teamwork, open communication, and mutual support are natural for you.

 

Benefits

  • Corporate networks

  • Company pension scheme

  • Mobility benefits, e.g., B. Braun job ticket or job bike

  • Family‑friendly offerings, e.g., vacation childcare

  • Flexible working hours such as flextime and remote work

  • Employee discounts

  • Various working models, e.g., job sharing/part‑time

B. Braun SE | Dennis Friedrich | +495661715508 
Apply now