Job Description/Specification:
Qatar Airways Cargo is seeking an experienced Digital Product Owner (CRM) to join its Customer Experience team in Doha, Qatar. The role will focus on managing cargo-related digital products, implementing system enhancements, improving customer experience, and coordinating projects between business teams, IT, and external technology partners.
About This Role
The Digital Product Owner will translate business requirements into effective digital solutions and lead projects from requirements gathering through testing, implementation, change management, and transition. The position requires strong experience in business analysis, CRM platforms, Agile project management, and cargo or logistics operations.
Key Responsibilities
- Gather and document business requirements from internal and external stakeholders.
- Develop project plans, timelines, implementation strategies, and transition plans.
- Lead digital product and cargo system enhancements through implementation.
- Coordinate with Cargo IT, business users, and external solution providers.
- Prepare SOPs, UAT plans, test cases, test data, and implementation checklists.
- Validate system functionality, data migration, and business processes before deployment.
- Support change management and ensure smooth adoption of new systems and processes.
- Provide functional support to end users and resolve product-related issues.
- Monitor product and process performance and recommend improvements.
- Prepare management reports, presentations, and project progress updates.
- Identify high-risk issues, dependencies, and concerns and escalate them appropriately.
- Support IT CAPEX and OPEX budget planning and provide technology recommendations.
- Maintain visibility of departmental activities to ensure uninterrupted business operations.
- Promote continuous improvement of digital services and customer experience.
Minimum Requirements
- Bachelor's degree or equivalent qualification.
- Minimum 5 years of relevant job-related experience.
- Background in logistics, transportation, cargo, or aviation is preferred.
- Strong experience in business analysis and process improvement/reverse engineering within the cargo industry.
- Proven experience managing projects using Agile methodologies.
- Strong understanding of enterprise digital products and their impact on customer experience and business processes.
- Experience working with CRM platforms, particularly Salesforce.
- Strong project planning, implementation, stakeholder management, and communication skills.
- Ability to prepare professional reports, presentations, and management-level project updates.
Preferred Technical Skills
- Salesforce CRM
- Business Analysis
- Agile Project Management
- Digital Product Management
- Customer Experience
- Cargo Management Systems
- UAT & System Testing
- Data Migration
- Process Mapping & Optimization
- SQL
- Web Technologies
- SOP & Documentation
- Change Management