Digital Product Manager - Customer Support

Jordan martorell s.l.; Barcelona; Híbrido; EUR 50.000 - 80.000; Jornada completa

Descripción de la vacante

A leading company is seeking a Digital Product Manager for its Customer Support team in Barcelona. The role involves driving digital transformation while balancing customer satisfaction and operational efficiency. With a focus on product strategy, you’ll collaborate with various teams to enhance customer experiences and support growth within the organization. The position offers a hybrid work environment and opportunities for professional growth and client engagement.

Servicios

Competitive salary

Health insurance

Pension plans

Flexible remuneration

Ongoing training opportunities

State-of-the-art campus amenities

Recreational activities

Formación

• 5-7 years in Product roles managing internal tools or platforms.
• 3-5 years building products for Customer Support.
• Excellent stakeholder management skills across Tech and Operations.

Responsabilidades

• Define product strategy for Customer Support, focusing on service design and automation.
• Collaborate with Service Design and Product Design teams for better experience.
• Use data and feedback to prioritize enhancements and deliver value efficiently.

Conocimientos

Product mindset

Stakeholder management

Digital transformation

Service design

Herramientas

Zendesk

Salesforce Service Cloud

Genesys

Microsoft Dynamics

Descripción del empleo

We are looking for a Digital Product Manager – Customer Support to be part of our Nestlé Nespresso Digital and Tech Team.

Position Snapshot

• Type of Contract: Permanent
• Type of work: Hybrid
• Work Language: Fluent Business English

Location

Barcelona, Nespresso Hub, Spain

The Role

As a Product Manager, you will shape the future of our Customer Support experience. This role is crucial in driving digital transformation, balancing customer satisfaction with operational efficiency and cost control.

You will collaborate with Customer Support leadership, Experience, Technology, and Product teams to define a long-term vision and deliver impactful solutions that enhance both customer and agent experiences.

This high-impact role involves defining the growth of the support product organization and scaling Nespresso’s capabilities in this domain. You will work with the Head of Product and Portfolio & Strategic Planning to assess team needs, define team structure, and shape hiring plans.

Responsibilities

• Define product strategy for Customer Support, focusing on service design, automation, and operational excellence.
• Partner with Service Design and Product Design teams to address employee and customer experience needs.
• Collaborate with Customer Support, Digital Experience, Tech, and Market stakeholders for successful adoption of solutions like Case Management and CCaaS.
• Use data and feedback to prioritize enhancements and deliver value efficiently.
• Improve customer service workflows to boost efficiency and experience.
• Rationalize tools used by agents to minimize application switching and simplify operations.
• Identify new technologies like AI and translation tools for medium and long-term impact.
• Build relationships with global and local teams, including agents, BPOs, and frontline leaders.
• Work with Product leadership to define hiring needs and team structure.
• Coordinate with external vendors on product roadmaps and capabilities.
• Ensure integration of customer support tools with broader tech solutions for seamless engagement.

Qualifications

• 5-7 years in Product roles managing internal tools or platforms.
• 3-5 years building products for Customer Support.
• Strong product mindset with experience in digital transformation and service design.
• Deep understanding of customer support operations and product strategy.
• Experience with tooling rollouts, user adoption, and managing KPIs like CSAT, FCR, AHT.
• Excellent stakeholder management skills across Tech and Operations.
• Familiarity with Zendesk, Salesforce Service Cloud, Genesys, or similar platforms.

Preferred Skills

• Experience with Genesys and Microsoft Dynamics.
• Knowledge of AI integration in customer service.

What We Offer

• Competitive salary and social benefits including health insurance, pension plans, and flexible remuneration.
• Opportunities for personal and professional growth with ongoing training.
• Hybrid work environment, state-of-the-art campus amenities, and recreational activities.

The Hiring Process

• Application review by Talent Acquisition.
• Three-stage interviews with Talent Acquisition, Hiring Manager, and Stakeholders.
• Feedback provided to all candidates.
• Formal job offer to successful candidates.
• Onboarding process.

About Nespresso

Founded in 1986, Nespresso revolutionized coffee enjoyment. Committed to climate action, aiming for carbon neutrality and net-zero GHG emissions by 2050. Our digital hub in Barcelona enhances customer experience and innovation.

We celebrate diversity and inclusion, believing authenticity and individuality foster growth. Join us and be a force for good.