Product Manager (CRM & Contact Center Tools)

Allegro Ltd.; Poznań; Hybrid; PLN 180,000 - 280,000; Full time

Benefits offered by this job

Hybrid model

RSU shares

Annual bonus

Well-located offices

MacBook Pro

Fringe benefits

Job summary

Allegro Ltd. is seeking a hands-on Product Manager with a strong Delivery mindset to own the CRM & Contact Center hub. You will bridge product vision with execution, connecting tools, automating processes, and elevating experiences for internal teams and merchants.

You will lead projects, implement greenfield solutions like Quality Monitoring, and explore how AI and LLMs can transform our support tools. Fluency in Polish and English is required.

Qualifications

• Proven track record as Product Manager, Systems Analyst, Solution Owner, or Delivery Manager for internal platforms.
• Hands-on experience expanding, integrating, or optimizing enterprise platforms (CRM/CX).
• Ability to map and design end-to-end processes, linking customer touchpoints to back-office CRM workflows.
• Enthusiasm for AI and LLMs with practical impact on internal workflows.
• Excellent communication to align with senior business leads and technical teams.
• Fluency in Polish and English for daily collaboration.

Responsibilities

• Analyze cross-departmental workflows to connect internal processes and streamline operations.
• Lead projects from concept to rollout, including Quality Monitoring tools.
• Partner with business, operations, and IT to translate needs into scalable internal platform solutions.
• Shape the roadmap for internal tools and customer-facing contact channels using data and automation.
• Manage product backlogs, lead discovery, define CVP, and measure performance with metrics and AB testing where applicable.

Skills

CRM & CX tools

End-to-end ownership

Stakeholder management

AI & LLM awareness

Communication

Polish & English

Tools

Salesforce

Genesys Cloud

Job description

Location: Poznań, PL, 61-569

Team: Technology

Contract Type: Employee

About the job:

Are you passionate about transforming internal operations and scaling enterprise-grade platforms? We are looking for a hands‑on, proactive Product Manager (with a strong Delivery mindset) to take end‑to‑end ownership of our CRM & Contact Center hub.

In this role, you will bridge product vision with execution‑connecting tools, automating processes, and elevating the experience for our internal business teams and merchants. You will lead key projects, implement greenfield solutions (like Quality Monitoring systems), and explore how AI and LLM technologies can revolutionize our support tools.

In your daily work you will handle the following tasks:

• Analyze cross‑departmental workflows to connect the dots between internal processes, identify synergies, and streamline operations.
• Lead key projects from concept to rollout, combining product discovery with execution to ensure high‑quality implementations. (e.g., Quality Monitoring tools).
• Partner closely with business stakeholders, operational teams, and IT to translate business needs into scalable internal platform solutions.
• Shape the roadmap for internal tools and customer‑facing contact channels, leveraging data, automation, and AI to boost operational efficiency
• Manage product backlogs, lead continuous discovery, define CVP, and measure performance via clear product metrics and A/B testing where applicable.

We are looking for people with:

• Proven track record as a Product Manager, Systems Analyst, Solution Owner, or Delivery Manager working with internal platforms, CRM, or CX tools.
• Hands‑on experience in expanding, integrating, or optimizing enterprise‑level platforms (specifically CRM and Contact Center solutions like Salesforce, Genesys Cloud, or similar).
• Ability to map and design end‑to‑end processes, connecting customer touchpoints (e.g., contact forms) with back‑office CRM workflows and telephony/omnichannel routing.
• Enthusiasm for emerging tech, Artificial Intelligence, and LLMs, with a practical view on how AI can enhance internal workflows and customer care tools.
• Ability to look at the big picture, map complex cross‑departmental processes, and make data‑informed decisions.
• Ability to shape the product vision, take ownership, and actively propose concrete improvements rather than just executing tasks.
• Excellent communication skills to align with senior business leads and technical teams.
• Fluency in Polish and English (both are required for daily collaboration).

Nice to have:

• Direct hands‑on experience with Salesforce (Sales/Service Cloud) or Genesys Cloud.
• Background in high‑volume e‑commerce, logistics, or large‑scale internal tech platforms.

What we offer:

• Flexible working hours in the hybrid model (4/1) - working hours start between 7:00 a.m. and 10:00 a.m. We also have 30 days of occasional remote work.
• Long term discretionary incentive plan based on Allegro.eu shares (restricted stock units).
• Annual bonus based on your annual performance and company results.
• Well‑located offices (with e.g. fully equipped kitchens, bicycle parking, terraces full of greenery) and excellent work tools (e.g., raised desks, ergonomic chairs, interactive conference rooms).
• A 16\" or 14\" MacBook Pro or corresponding Dell with Windows (if you don't like Macs) and all the necessary accessories.
• A wide selection of fringe benefits in a cafeteria plan - you choose what you like (e.g., medical, sports or lunch packages, insurance, purchase vouchers).
• English classes that we pay for related to the specific nature of your job.
• A training budget, inter‑team tourism (see more here), hackathons, and an internal learning platform where you will find multiple trainings.
• An additional day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal.
• Social events for Allegro people - Spin Kilometers, Family Day, Fat Thursday, Advent of Code, and many other occasions we enjoy.

And that's just the beginning! You can read more about the benefits here.

#goodtobehere means that:

• You will join a team you can count on - we work with top‑class specialists who have knowledge- and experience‑sharing in their DNA.
• You will love our level of autonomy in team organization, the space for continuous development, and the opportunity to try new things. You get to choose which technology solves the problem and you are responsible for what you create.
• You will value our Developer Experience and the full platform of tools and technologies that make creating software easier. We rely on an internal ecosystem based on self‑service and widely used tools such as Kubernetes, Docker, Consul, GitHub, and GitHub Actions. Thanks to this, you can contribute to Allegro from your very first days on the job.
• You will be equipped with modern AI tools to automate repetitive tasks, allowing you to focus on developing new services and refining existing ones (also leveraging AI support).
• You will create solutions that will be used (and loved!) by your friends, family and millions of our customers.
• You will meet the Allegro Scale, which starts with over 1,000 microservices, an open‑source data bus (Hermes) with 300K+ rps, a Service Mesh with 1M+ rps, tens of petabytes of data, and production‑used machine learning.
• You will become part of Allegro Tech - We speak at industry conferences, cooperate with tech communities, run our own blog (it's been over 10 years!), record podcasts, lead guilds, and we organize our own internal conference - the Allegro Tech Meeting. We create solutions we love (and can) to talk about!