In Wildberries&Russ we are looking for a CPO of the Operator Platform (Department of Customer Service and Experience).
The joint company Wildberries and Russ is an international technology company formed by the merger of two market leaders – IT company Wildberries and outdoor advertising operator Russ.
They are looking for a CPO to automate the workstation of a technical support operator.
What needs to be done:
- Build a unified platform (CRM + admin panels + integrations) that makes the operator as efficient as possible
- Create a product strategy for the development of interfaces and back-office tools for all technical support services
- Implement a metrics system (from initiation to release)
- Manage teams
- Develop the product
What experience and knowledge are needed:
- Management experience of 3+ years in the position of CPO/Head of Product
- Experience in developing Call Center solutions, Service Desk, Help Desk, complex custom CRM systems, or ERP with a large number of operator users
- Knowledge of the product lifecycle (from research to scaling)
- Ability to work with metrics (set KPIs, track dynamics, adjust strategy)
- Cross-functional management skills
- Ability to negotiate with different stakeholders
- Knowledge of how to structure chaos and identify priority tasks
- Background: large companies with in-house development (banks, telecom, marketplaces, providers)
Conditions:
- Training and development: language clubs, own corporate university, management skills development programs, and much more
- Employee well-being: corporate voluntary medical insurance package with dentistry, corporate sports, psychological consultations, and additional benefits of an accredited IT company
- Many communities: speaker club, football, yoga, chess, etc.
- Care for families: we create conditions that make it easy to combine career and care for loved ones — from a flexible approach to large-scale projects for employees' children
- Discounts and partner programs: for training, insurance, purchases, and much more
- Comfortable working environment: free meals in the office, modern offices near the metro, corporate equipment, and an employee portal
