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Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!
Would you like to meet the Team, see our office and much more? Visit our website: Heineken (heineken-dt.pl)
Background:
Our dream at HEINEKEN is to help our customers grow by serving them better, faster, and smarter with digital solutions. The last few years have seen a significant increase in the importance of digital solutions in the Commerce area at Heineken. These IT solutions have become a vital component in supporting the company’s revenues. To ensure that this trend is supported and that IT in this area continues to grow, the new Commerce DevOps Hub is being established.
The newly created organization, being an integral part of the Global Digital & Technology Function, is tasked with maintaining, but most importantly developing (functional and technological) IT solutions supporting the Commerce area at Heineken. Commerce DevOps Hub is located in Kraków and will include highly qualified IT professionals with direct contribution to both the technological development of the Heineken Commerce and the Hub itself.
Your Role:
Do you believe in a personal touch in our ever more digital world? Can you make our omnichannel approach complete between Commerce and Supply Chain?
As the Engineering Manager Customer Service (RQC) and Call Center (CC), your role is to oversee a team, developing in-house products, guiding technical strategy, and ensuring alignment with business objectives. You will need to understand the business needs, and work with business stakeholders. You will help Product Architect(s) to convert those needs into solution architecture specifications and services in line with overall engineering standards and roadmaps. You drive excellence in software engineering practices to deliver high-quality solutions throughout the software development lifecycle in our E-Business landscape, contributing to HEINEKEN International’s Evergreen strategy. You own the technology development and operations of given scope, including full budget responsibility, drive people development agenda, etc.
You will take responsibility of the RQC / CC Development and Operations team. The development team is crafting and continuously improving a global solution template for Customer Service and Call Center technology with a keen focus on omnichannel capabilities. The Operations Team ensures operational continuity for running Customer Service and Call Center solutions across OpCos. A critical aspect of this position is coordinating swift resolution of issues and effective communication management with OpCos. The Engineering Manager is responsible for budget oversight, risk assessment, and communicating with stakeholders. Collaboration with third-party vendors, product owners, and program management is key. Call Center experience is a must, preferably Genesys. In this role you will work heavily with our Customer Service & Logistics (CS&L) teams, which sit in Supply Chain.
The role reports directly to the Senior Technology Manager.
Technology Stack:
Mandatory to know:
Good to know:
Frontend frameworks, like JavaScript, TypeScript, React Native, etc
APIs (Boomi / Solace) and GraphQL (Apollo Client and Apollo GraphOS).
Your responsibilities would include:
You will work daily – in strong distributed and async manner – with:
You are a good match if you:
We Offer:
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