Pieter Laugs
Product Owner & Agile Lead at Vegro (Asker Group)
@pitje1986 Netherlands joined Nov 2018
Current Job
Product Owner & Agile Lead
Jan 2024 –
Present
Vegro (Asker Group)
· Manage, optimize, and continuously develop business-critical applications to ensure system stability and performance.
· Act as Scrum Master and Product Owner, facilitating Agile processes, removing obstacles, and prioritizing tasks based on business needs.
· Lead integration of new functionalities, streamline workflows, and enhance IT environments for scalability and flexibility.
· Leverage AI models (Claude, GPT, Gemini) through Sana.ai to accelerate day-to-day work — including managing, writing, and refining user stories for clarity and development-readiness.
· Conduct organizational research to identify business needs, pain points, and process bottlenecks, translating findings into actionable improvements and product priorities.
· Act as Scrum Master and Product Owner, facilitating Agile processes, removing obstacles, and prioritizing tasks based on business needs.
· Lead integration of new functionalities, streamline workflows, and enhance IT environments for scalability and flexibility.
· Leverage AI models (Claude, GPT, Gemini) through Sana.ai to accelerate day-to-day work — including managing, writing, and refining user stories for clarity and development-readiness.
· Conduct organizational research to identify business needs, pain points, and process bottlenecks, translating findings into actionable improvements and product priorities.
Job History
Change Manager / Project Manager (SaaS)
Sep 2015 – Sep 2023
KPN
· Partnered with enterprise clients to design and implement strategic IT changes, ensuring alignment with business objectives and driving measurable outcomes
· Oversaw large-scale technical projects, including new client environments, SaaS platforms, applications and services, using both Agile and Waterfall methodologies.
· Managed approximately 30 projects per year across multiple enterprise clients, with budgets up to €500,000.
· Implemented ServiceNow project management module, automating workflows and improving onboarding efficiency.
· Oversaw large-scale technical projects, including new client environments, SaaS platforms, applications and services, using both Agile and Waterfall methodologies.
· Managed approximately 30 projects per year across multiple enterprise clients, with budgets up to €500,000.
· Implemented ServiceNow project management module, automating workflows and improving onboarding efficiency.
Team Leader Enterprise Service Support Desk
Sep 2008 – Aug 2015
KPN
· Co-led a high-volume enterprise service desk of ~100 agents (4 team leaders), handling 50,000–60,000 calls per month across multiple enterprise clients.
· Inherited a team with underperforming SLAs at 60% and a negative cycle of recurring calls due to low first-call resolution — driving high call volumes and poor client satisfaction.
· Spearheaded a first-time-right strategy to break the cycle: built a centralized knowledge base enabling agents to self-serve solutions, share expertise, and resolve issues without escalation.
· Drove measurable improvements in SLA performance, first-call resolution, and overall service quality — reducing repeat calls and shifting the team from reactive firefighting to proactive service delivery.
· Promoted from analyst to team leader within 8 months, recognized for strong performance, leadership, and client-oriented mindset.
· Inherited a team with underperforming SLAs at 60% and a negative cycle of recurring calls due to low first-call resolution — driving high call volumes and poor client satisfaction.
· Spearheaded a first-time-right strategy to break the cycle: built a centralized knowledge base enabling agents to self-serve solutions, share expertise, and resolve issues without escalation.
· Drove measurable improvements in SLA performance, first-call resolution, and overall service quality — reducing repeat calls and shifting the team from reactive firefighting to proactive service delivery.
· Promoted from analyst to team leader within 8 months, recognized for strong performance, leadership, and client-oriented mindset.
Key Accomplishments
Designed and built custom WordPress websites for a diverse range of clients, ranging from a school parent association and non-profit foundations to a webshop for a startup company. For each project I handled the complete process — translating the client\'s needs into a suitable theme and plugin stack, structuring the site, and developing and styling the final result. Every site is shaped around the specific goals, audience, and budget of the organization behind it.
Designed and developed Ali2WP, a custom WordPress plugin that integrates AliExpress Dropshipping with WooCommerce. The plugin handles product import, automated price and stock synchronization via Action Scheduler, shipping cost discovery and caching across multiple countries, OAuth-based AliExpress API authentication with automatic token refresh, and end-to-end order placement including tracking. Built with a tabbed admin interface, granular sync controls, and per-product profit reporting.
Recent impact
Score weights high-impact work (commits, releases, approved translations, props) at 3x routine activity.
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