Customer Operations - Applications Design Officer
Elpedison, Greece
Job Description
# One Group | One Power
ELPEDISON, the 1st independent Energy Producer in Greece and one of the biggest, most reliable, and friendly Alternative Electricity and Natural Gas Suppliers, has emerged from the collaboration between two Energy Groups: - HelleniQ Energy, one of the largest commercial and industrial energy Groups in Greece and South-Eastern Europe, and - Edison, the longest-running energy company in Europe and the largest private energy company in Italy. Thanks to the knowledge and experience that we have inherited from our parent companies, we aspire to always be a leading company in our sector, playing a significant role in power generation while offering high-quality and innovative energy products and services with stability and consistency.
ELPEDISON, with its two privately-owned power plants in Thisvi (Voiotia )and Thessaloniki, with a total installed capacity of 820 MW, uses natural gas as fuel and ensures a clean and continuous electricity flow, based on a highly environmentally friendly power generation process.
We are currently looking for a Customer Operations Applications Design Officer who will drive the development and enhancement of Customer Operations Applications (myElpedison, Virtual Assistant amp; Human Chat, and others), collaborating closely with cross-functional teams including Digital Development, IT, Customer Operations, and Marketing Departments as well as IT Vendors. This role plays a pivotal role in shaping the product roadmap and ensuring that Customer Operations applications align with customer needs and expectations.
What will you do:
- Manage the overall technical design, implementation, performance, and maintenance of customer applications, identifying ways to further improve and expand their functionality to respond to ever-changing customer needs
- Ensure the proper and seamless operation of existing customer applications
- Create and manage the product backlog, prioritize features and change requests based on their business value, estimated benefits, technical complexity of their implementation, risks, and interdependencies with other change requests, ensuring the timely delivery of product increments
- Possess a working knowledge of application functionalities and software architecture, including integration with third-party programs. Responsible for the high-level design and implementation of new features and submission of change requests to enhance existing customer applications
- Track and manage the resolution of incidents and issues related to customer applications, ensuring timely escalation and communication of critical incidents and bugs to minimize downtime
- Collaborate closely with the company’s Digital Development and IT departments to define epics, user stories, and user acceptance criteria for each product increment, aiming to deliver an exceptional customer experience
- Oversee and manage the design, documentation, and process maintenance of customer applications
- Prepare investment proposals to drive projects for new technological solutions in collaboration with the Digital Development Department
- Conduct User Acceptance Testing to ensure the quality of product increments to identify and report bugs or issues
- Create low-fidelity wireframes and communicate them to the third-party development team to ensure accurate UI/UX product design
- Stay updated with industry trends, the competitive landscape, and emerging technologies to drive continuous innovation in our customer application offerings.
- Performance reporting to the Customer Experience amp; Operations Design Section Manager via regular and ad-hoc reporting, presenting proposals, results, progress, etcs using Earned Value Management (EVM).
What will you need in order to succeed:
- A Bachelor's degree in Information Technology, Engineering, Business Administration, or Technology direction
- Post-graduate studies in a relevant field will be considered an asset
- At least 3 years of experience working as a Product Owner
- At least 2 years experience in Project Management. A Project Management Professional (PMP) Certification will be considered a plus
- At least 2 years experience in User Acceptance Testing
- Professional Scrum Product Owner (PSPO) will be considered a plus
- Professional working proficiency in English, both verbally and in writing
- Software Skills: Microsoft Office Suite, MS Project, JIRA or other ticketing system, Figma (desired), PowerBi (desired)
- Strong business acumen, ability to understand business needs, being accountable and result-oriented
- Analytical thinking, with the ability to solve problems quickly and efficiently
- Speed, flexibility, agility, and innovation.
- Excellent process orientation and discipline<