Employment type: Permanent

Location: Makati City, Metro Manila

Work setup: Hybrid (open to 2x a week in the office)

Work schedule: 4PM to 12PM Manila time

Pay range: Php 44,000 to Php 59,000

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organization proudly affiliated with the prestigious University of Cambridge.

We are seeking a Zendesk and 8x8 Product Owner to join our CRM team in a role that offers significant growth potential. This position is ideal for someone passionate about leveraging CRM technology to enhance customer support and drive operational efficiency. You will play a crucial role in managing our Zendesk and 8x8 platforms, collaborating with stakeholders to optimize workflows, oversee CRM reporting, and maintain data quality.

This position provides a unique opportunity to significantly impact our customer experience and operational efficiency, contributing directly to the organization's growth in a global educational context. Join our collaborative and innovative environment at Cambridge University Press & Assessment, a world-leading academic publisher and assessment organization, and a proud part of the University of Cambridge.

Why Cambridge?

At Cambridge, our unwavering commitment is to excel in education, learning, and research on a global scale. With a presence in over 170 countries, we empower millions of individuals, unlocking their potential and enabling their success. From dedicated teachers shaping young minds to visionary researchers pushing the boundaries of knowledge, we embody a relentless pursuit of enlightenment, curiosity, and understanding.

We embrace change as an opportunity for growth and progress, constantly adapting to meet the evolving needs of our customers. Collaboration and attentive listening are at the heart of our journey, as we work hand in hand with our customers and each other to innovate and discover more effective ways to achieve our goals. We believe people thrive in an environment where Trust and Empowerment are at the forefront, which is why all our new team members are provided regularisation on their first day so they can start #PursuingPotential from day one.

Joining Cambridge means becoming a part of an extraordinary institution renowned worldwide. Beyond that, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.

What can you get from Cambridge?

In this role, you'll have the opportunity to collaborate with colleagues from diverse branches, expanding your horizons and enriching your understanding of different cultures. We value your wellbeing and offer stability, fostering your professional and personal growth through internal and external activities and training sessions to help enrich your skillset.

Enjoy work-life balance flexibility through our range of options, including flexible schedules, hybrid work arrangements, and generous paid leave. As a regular employee on Day One, you'll have access to comprehensive healthcare benefits, ensuring your peace of mind with coverage for dependents, group life insurance, and robust well-being programs.

What will you do as a Zendesk Product Owner

As our Zendesk and 8x8 Product Owner, you will be responsible for the advanced configuration and customisation of our Zendesk and 8x8 platforms, ensuring they harness their full capabilities and comply with agreed service-level agreements. You will identify opportunities to optimise workflows and automations, implementing best practice to enhance overall system performance and user experience.

You will proactively manage incidents and resolve complex technical issues promptly and effectively. Working closely with end users, you will gather requirements and feedback, provide hands-on support, and design training materials and sessions that enable colleagues to make the most of these tools.

Additionally, you will maintain and extend reporting capabilities in Zendesk, 8x8 and Power BI, contribute to the product backlog and prioritise requirements using Agile methodologies. You will represent Cambridge International at industry events and provide second-line support for Salesforce integrations as required.

What makes you the ideal candidate for this role?

• Strong incident-management and troubleshooting skills
• Extensive experience configuring and optimizing Zendesk and 8x8
• Excellent verbal and written communication, able to translate technical concepts for non-technical audiences
• Proven ability to design and deliver clear, effective training materials
• Analytical thinker with strong data-interpretation skills
• Agile practitioner skilled in backlog management and prioritization
• Proactive, improvement-driven mindset
• Collaborative team player eager to learn and grow

Deadline of application submission is on May 9^th, 2025, but may close early if we receive sufficient applications. Therefore, if you are interested, please submit your application as early as possible. Whilst not essential, it is very advantageous if you submit a Cover Letter alongside your CV.

Please review the attached job description for further details on the role.