CCaaS Product Manager

TechStyle Fashion Group; Zaragoza; Presencial; EUR 40.000 - 70.000; Jornada completa

Descripción de la vacante

TechStyle Fashion Group is seeking a CCaaS Product Manager to drive the strategy and execution of their contact center solutions. This role involves collaboration with senior leadership and teams to enhance customer experience and align product offerings with organizational goals. You will play a key role in overseeing the development lifecycle of CCaaS tools, ensuring they deliver measurable value to the business and customers while fostering a culture of continuous improvement.

Servicios

Unlimited discretionary paid time off

Flexible work hours with no meetings on Fridays

Discounts on company brands

Fitness membership discounts

Company-sponsored mentorship opportunities

Formación

• Experience in a product or project management role.
• Understanding of CCaaS tools and contact center technologies.
• Ability to adapt to new technologies and methodologies.

Responsabilidades

• Collaborate on strategy implementation and develop a clear vision for CCaaS tools.
• Oversee the product lifecycle from ideation to optimization.
• Act as liaison between engineering and solutions teams.

Conocimientos

Problem-solving

Analytical skills

Communication

Collaboration

Customer-focused mindset

Educación

Bachelor's degree, preferably in Technology or Management

Descripción del empleo

TechStyleOS is looking for a CCaaS Product Manager.

How do you fit in?

As the CCaaS (Contact Centre as a Service) Product Manager, you will report to the Senior Director of Technology & Applications, supporting the implementation of the overarching strategy for our contact center and customer experience (CX) approach. You will play a pivotal role in shaping and influencing this strategy by helping to develop and execute a clear vision for our CCaaS products. Working closely with solutions specialists and engineers on the TAP team, you will drive meaningful change and lead the successful execution of projects that enhance the customer experience. This role demands a balance of strategic insight, technical fluency, and cross-functional collaboration to ensure our CCaaS tools align with and support organizational goals.

What you will do :

• Collaborate on Strategy Implementation with the Snr. Director and other members of GMS SLT to execute the overall contact center and CX strategy, aligning CCaaS initiatives with organizational goals.
• Develop and articulate a clear vision for CCaaS tools, ensuring they deliver measurable value to both the business and customers.
• Contribute to and influence the broader contact center and CX strategy by identifying opportunities for innovation and improvement within CCaaS products, building a culture of continuous evaluation and improvement.
• Oversee the development lifecycle of CCaaS tools, from ideation and design through implementation and optimization, ensuring projects stay on track and deliver high-impact results.
• Act as the primary liaison between engineering, QA, and solutions coordination teams to ensure alignment, clear communication, and efficient execution.
• Work with senior leadership and other key stakeholders to prioritize initiatives, align objectives, and drive consensus on critical projects.
• Maintain and prioritize product backlogs, ensuring features and improvements align with business needs and deliver maximum value. Ensure prioritization is done in a clear and consistent manner with transparency for stakeholders.
• Use data-driven insights to track the performance of CCaaS tools, continuously identifying areas for enhancement and innovation and ensuring opportunities for optimization are realized at every opportunity.
• Act as a thought leader and subject matter expert and advocate for new technologies, methodologies, and approaches that drive CX excellence and operational efficiency. Help to ensure the team exists in an atmosphere of growth and promote hunger for development within the team.
• Lead efforts to drive adoption of CCaaS tools, providing training and support to end-users while minimizing disruption and ensuring a key focus is kept on change management.

What you can bring :

• A solid understanding of contact center technologies, including CCaaS tools, and their role in delivering exceptional customer experiences.
• Experience in a product or project management role, or substantial hands-on experience at a lower level with a deep understanding of product development and management principles, demonstrating readiness to grow into a leadership position.
• A proven ability to learn quickly and adapt to new technologies, methodologies, and industry trends.
• Strong problem-solving and analytical skills to evaluate challenges, identify opportunities, and implement effective solutions.
• Outstanding verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders and build consensus.
• A collaborative and empathetic approach to working with teams and stakeholders, fostering trust and alignment.
• A proactive attitude, with the ability to manage competing priorities and consistently deliver impactful results.
• A customer-focused mindset, with a passion for using technology to create meaningful and positive experiences.
• The ability to inspire and influence others, driving engagement and alignment across the organization.

Why Join TechStyle?

Compensation : Our compensation package includes a competitive salary, a flexible annual bonus scheme, and participation in our company equity program.

Holidays : Relaxation is important! That's why we offer unlimited discretionary paid time off on top of your contractual holidays, plus 4 Fridays off during the Summer, and a Week of rest in the Winter.

Professional Development : We want you to have dedicated time for your professional development. That is why we created the “Style Your Day” initiative. You can use the morning for career development programs and company-sponsored mentorship opportunities and spend your afternoon taking care of personal goals that matter most to you!

Work Life Balance : As an international company, we understand that not everybody works the same hours, so if you need to start late, finish early, or take time for yourself during the middle of the day, go ahead! Also, we care about maintaining a healthy work-life balance, so we have introduced the policy of no meetings on Friday!

Health & Wellness Benefit : Fitness is in our DNA, that’s why we partnered with ClassPass and offer discounts on memberships. Plus, we offer a Premium subscription to the Calm App.

Location : Our office is located right next to Plaça de Glories, in a modern space with a beautiful terrace and amazing sights of the city.

Company Events : We love having the team around, so we welcome you to join our THIRSTdays (enjoy the company of your colleagues with drinks and snacks at the office), Summer Party / Winter Party, Bring your Kids to Work, among other cool events.

Other Benefits & Perks : We offer a 70% discount on Fabletics and JustFab and a 50% discount on our sister brand Savage X Fenty, and enjoy as much as you want from our coffee machines, tea, fruits, and snacks for free.

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