.png)
Support the definition and implementation of global case standards that enable consistent, high-quality case handling through clear guidance, structured workflows and unified service expectations.
Key Responsibilities
Analyze current and target case handling processes across markets, services and after-sales support functions.
Document case workflows, case documentation standards, interaction principles, quality expectations and operational guidance.
Support Product Managers and stakeholders in translating case standards into clear requirements, backlog items and acceptance criteria.
Identify gaps, dependencies and improvement opportunities in case management processes and documentation practices.
Collaborate with business, operations, training and delivery teams to support adoption of standardized case handling practices.
Contribute to testing, rollout readiness and continuous improvement of case standards.
Required Profile
Experience as a Business Analyst, Product Analyst, Functional Analyst or similar role in customer service, CRM, case management or operational process environments.
Strong ability to map processes, document requirements and translate service expectations into operational standards.
Good understanding of case lifecycle management, service quality, documentation practices and customer-focused resolution processes.
Comfortable collaborating with product, business and technology teams in an Agile delivery environment.
Structured, detail-oriented and able to communicate clearly with international stakeholders.
Nice to Have
Experience with Salesforce or similar CRM platforms.
Experience in contact center environments, customer engagement platforms or after-sales support operations.
Knowledge of automotive industry processes, international rollout projects or multi-market standardization initiatives.
Benefits
Food ticket
Health insurance
Training and access to certification vouchers
Work-life balance initiatives
Referral program
Birthday off
Give back day – enjoy a day to give back to society!