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!