Senior Product Manager, AI-Driven Customer Support

Super; Madrid; Presencial; EUR 120.000 - 150.000; Jornada completa

Descripción de la vacante

Super, a global tech group, seeks a Staff Product Manager for Customer Support to own end-to-end vision and roadmap, blending AI automation with human-centric care. You’ll shape multi-market strategy, justify investments, and lead cross-functional teams across engineering, design, and data science.

You’ll drive CX initiatives, define success metrics, and raise the bar for how product is practiced, mentoring PMs and guiding discovery across the group.

Formación

• 8+ years of product management experience, ideally CX, conversational AI or internal tooling at scale.
• Owns a domain end-to-end and is accountable for its commercial outcomes.
• Deep experience applying AI/ML in a support context and integrating platforms like Zendesk or Intercom.
• Ability to build a business case and quantify cost-to-serve impact.
• Breaks down multi-market operational workflows into data-driven product requirements.
• Comfort making decisive calls in ambiguity and defending them.
• Exceptional communication with executives, agents and engineers.
• Mentors PMs and raises the standard of discovery, specs and experimentation.

Responsabilidades

• Define and own a multi-year product vision and strategy for Customer Support.
• Build an investment case for the roadmap and defend it with leadership.
• Anticipate competitor moves and shape our response.

Conocimientos

PM experience

CX

AI/ML in support

Domain ownership

Zendesk/Intercom

Business case

Data-driven requirements

Decision making

Communication

Mentoring PMs

Herramientas

Zendesk

Intercom

Descripción del empleo

Super, a global tech group, seeks a Staff Product Manager for Customer Support to own end-to-end vision and roadmap, blending AI automation with human-centric care. You’ll shape multi-market strategy, justify investments, and lead cross-functional teams across engineering, design, and data science.

You’ll drive CX initiatives, define success metrics, and raise the bar for how product is practiced, mentoring PMs and guiding discovery across the group.