Product Manager - Contact Centre (Contract)

Mindera; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global tech company is seeking an experienced Product Manager to lead the evolution of a critical Contact Centre platform. The ideal candidate will have proven experience in managing similar operational environments and possess strong skills in tools like Zendesk and Twilio. Responsibilities include defining a clear product vision, establishing a structured backlog, and communicating effectively with stakeholders. This role offers a fun and collaborative work culture with competitive rates.

Benefits

Fun and happy work culture

Competitive rates

Qualifications

• Proven experience as a Product Manager in a Contact Centre or similar environment.
• Strong understanding of Zendesk, Twilio, and conversational AI platforms.
• Ability to impose structure quickly and define requirements in ambiguous environments.

Responsibilities

• Own and develop the product vision and strategy for the Contact Centre platform.
• Create a structured, prioritized backlog aligned to operational goals.
• Collaborate with engineering and operations teams to ensure alignment.

Skills

Product management

Stakeholder management

Problem-solving

Operational excellence

Tools

Zendesk

Twilio

Google CCAI

Dialogflow CX

Job description

Here at Mindera, we are building a world-class team and would love it for you to join us!

We are looking for an experienced Product Manager to lead the evolution of our client's Contact Centre platform. Our client's Contact Centre handles all post-purchase customer issues — from refunds and replacements to delivery problems — supporting millions of customer interactions every year. With around 500 agents operating daily in Zendesk, and a wider ecosystem powered by Twilio (voice routing/IVR), Google CCAI, and Dialogflow CX, this domain is large, highly visible, and operationally critical.

You will join a lean D&T team of around 10 people responsible for a complex and business-critical platform. Your first mission: bring order and clarity. You will establish a structured, prioritised backlog; define clear requirements; and build a roadmap that directly connects operational pain points to the technical work required to solve them.

What You’ll Do

• Own and develop the product vision, strategy, and roadmap for the Contact Centre platform.
• Create and maintain a structured, prioritised backlog aligned to operational goals and technical feasibility.
• Translate ambiguous requests into clear, actionable requirements.
• Collaborate with engineering, operations, and CX teams to ensure alignment across Zendesk, Twilio, Google CCAI, and Dialogflow CX capabilities.
• Identify and drive automation opportunities across voice and digital channels.
• Optimise end-to-end agent workflows to improve efficiency, quality, and customer experience.
• Improve system-to-system handoff, ensuring a seamless journey for customers and agents.
• Analyse performance, pain points, and data insights to inform prioritisation and continuous improvement.
• Communicate progress, risks, and outcomes clearly to senior stakeholders.

What You’ll Bring

• Proven experience as a Product Manager in a Contact Centre, CX platform, or similarly complex operational environment.
• Strong understanding of Zendesk, Twilio, and conversational AI platforms (Google CCAI / Dialogflow CX experience highly beneficial).
• Demonstrated ability to impose structure quickly: build backlogs, define requirements, and set direction in ambiguous environments.
• Excellent problem-solving skills and the ability to translate operational challenges into actionable product initiatives.
• Strong stakeholder management and communication skills, especially with non-technical teams.
• A passion for operational excellence and improving the customer journey at scale.

We offer

• Fun, happy and politics-free work culture built on the principles of lean and self-organisation
• Competitive Rates

About Mindera

At Mindera we use technology to build products we are proud of, with people we love. Software Engineering Applications, including Web and Mobile, are at the core of what we do at Mindera. We partner with our clients, to understand their product and deliver high performance, resilient and scalable software systems that create an impact in their users and businesses across the world.

You get to work with a bunch of great people, where the whole team owns the project together. Our culture reflects our lean and self-organisation attitude. We encourage our colleagues to take risks, make decisions, work in a collaborative way and talk to everyone to enhance communication. We are proud of our work and we love to learn all and everything while navigating through an Agile, Lean and collaborative environment.

Check out our Blog: http://mindera.com/ and our Handbook: http://bit.ly/MinderaHandbook

Our offices are located: Porto, Portugal | Aveiro, Portugal | Coimbra, Portugal | Leicester, UK | San Diego, USA | San Francisco, USA | Chennai, India | Bengaluru, India

Mindera is an equal opportunity employer and does not discriminate on the basis of age, disability, gender including gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other protected status. All matters related to employment are decided on the basis of qualifications, merit and business need.

No agencies, please.