Global Routing Product Manager – Scale Case Allocation

Luza Tecnologia

Lisboa

Presencial

EUR 60 000 - 90 000

Tempo integral

Há 10 dias

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Resumo da oferta

Luza Tecnologia is seeking a senior product leader to steward the global routing product area. You will shape the strategy and ensure first-touch accuracy by aligning skill, team, and market decisions with transparent routing rules.

You will partner with markets, operations, and technology stakeholders to define requirements, translate rules into actionable backlog items, and drive continuous improvement across multi-market deployments.

Qualificações

Experience in product management, service operations, CRM, case management, workflow automation or contact center routing capabilities.

Responsabilidades

Define and maintain the product roadmap for global routing standards across after-sales support channels.
Establish standards for case classification, prioritization, assignment logic, escalation and distribution across teams and markets.
Gather and validate business requirements from markets, operations, service teams and technology stakeholders.
Translate routing concepts into actionable product requirements, user stories, decision rules and acceptance criteria.
Ensure routing standards are transparent, scalable, governed and aligned with business objectives and operational capacity.
Support implementation, adoption and continuous improvement of routing capabilities across markets.