Product Manager Interaction Management

We are currently looking for a Product Manager to lead the strategy governance and evolution of customer interaction channels including phone email live chat and social media.

Key Responsibilities

• Define and evolve the product vision roadmap and priorities for customer interaction channels including phone email live chat social media and channel availability.
• Establish global standards for channel usage brand voice response-time expectations telephony configuration and mailbox configuration.
• Translate business needs into clear product requirements user stories and acceptance criteria for delivery teams.
• Align stakeholders across markets customer service business operations IT and delivery teams to support consistent adoption of global standards.
• Monitor product performance customer experience indicators and operational feedback to identify improvement opportunities.
• Support rollout activities change adoption and communication of interaction management standards across markets.

Required Profile

• Experience as a Product Manager Product Owner or similar role in customer service CRM digital channels or service operations.
• Strong ability to translate strategic objectives into practical product requirements and delivery priorities.
• Good understanding of customer engagement channels service design operating models and cross-market standardization.
• Excellent stakeholder management communication and facilitation skills in international environments.
• Comfortable working with Agile delivery teams and collaborating with architecture business and operations stakeholders.

Nice to Have

• Experience with Salesforce or similar CRM platforms.
• Experience in contact center environments customer engagement platforms or after-sales support operations.
• Knowledge of automotive industry processes international rollout projects or multi-market standardization initiatives.

Benefits

• Remote work
• Food ticket
• Health insurance
• Training and access to certification vouchers
• Work-life balance initiatives
• Referral program
• Birthday off
• Give back day enjoy a day to give back to society!

Employment Type : Employee
Experience: years
Vacancy: 1