Product Manager: Routing Standards

Lead the global product area responsible for getting every case to the right skill, team and market at the first attempt through transparent routing rules, capacity-aware distribution and governed decision logic.

Key Responsibilities

• Define and maintain the product roadmap for global routing standards across after-sales support channels.
• Establish standards for case classification, prioritization, assignment logic, escalation and distribution across teams and markets.
• Gather and validate business requirements from markets, operations, service teams and technology stakeholders.
• Translate routing concepts into actionable product requirements, user stories, decision rules and acceptance criteria.
• Ensure routing standards are transparent, scalable, governed and aligned with business objectives and operational capacity.
• Support implementation, adoption and continuous improvement of routing capabilities across markets.

Required Profile

• Experience in product management, service operations, CRM, case management, workflow automation or contact center routing capabilities.
• Strong analytical capability to structure business rules, prioritization models and operational decision logic.
• Ability to work with cross-functional stakeholders and balance global standards with local market needs.
• Experience working with Agile teams and translating business requirements into delivery-ready backlog items.
• Strong communication skills and ability to explain complex routing concepts in a clear and practical way.

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!