Product Manager: Interaction Management

Luza Tecnologia; Lisboa; Presencial; EUR 55 000 - 75 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Food ticket

Health insurance

Training vouchers

Work-life balance initiatives

Referral program

Birthday off

Give back day

Resumo da oferta

Luza Tecnologia is seeking a Product Manager to lead the strategy, governance, and evolution of customer interaction channels across phone, email, live chat and social media. You will define the product vision, establish global standards, and translate business needs into actionable requirements for delivery teams.

You will collaborate with markets, customer service, IT and operations to ensure standardized adoption and measure impact on customer experience.

Qualificações

• Experience as a Product Manager, Product Owner or similar role in customer service, CRM, digital channels or service operations.
• Translate strategic objectives into practical product requirements and delivery priorities.
• Good understanding of customer engagement channels, service design, operating models and cross-market standardization.
• Excellent stakeholder management, communication and facilitation skills in international environments.
• Comfortable working with Agile delivery teams and collaborating with architecture, business and operations stakeholders.

Responsabilidades

• Define and evolve the product vision, roadmap and priorities for customer interaction channels including phone, email, live chat, social media and channel availability.
• Establish global standards for channel usage, brand voice, response-time expectations, telephony configuration and mailbox configuration.
• Translate business needs into clear product requirements, user stories and acceptance criteria for delivery teams.
• Align stakeholders across markets, customer service, business operations, IT and delivery teams to support consistent adoption of global standards.
• Monitor product performance, customer experience indicators and operational feedback to identify improvement opportunities.
• Support rollout activities, change adoption and communication of interaction management standards across markets.

Conhecimentos

Product management

Stakeholder management

Agile delivery

International collaboration

Channel management

Ferramentas

Salesforce

Descrição da oferta de emprego

We are currently looking for a Product Manager to lead the strategy, governance, and evolution of customer interaction channels, including phone, email, live chat, and social media.

Key Responsibilities

• Define and evolve the product vision, roadmap and priorities for customer interaction channels including phone, email, live chat, social media and channel availability.
• Establish global standards for channel usage, brand voice, response-time expectations, telephony configuration and mailbox configuration.
• Translate business needs into clear product requirements, user stories and acceptance criteria for delivery teams.
• Align stakeholders across markets, customer service, business operations, IT and delivery teams to support consistent adoption of global standards.
• Monitor product performance, customer experience indicators and operational feedback to identify improvement opportunities.
• Support rollout activities, change adoption and communication of interaction management standards across markets.

Required Profile

• Experience as a Product Manager, Product Owner or similar role in customer service, CRM, digital channels or service operations.
• Strong ability to translate strategic objectives into practical product requirements and delivery priorities.
• Good understanding of customer engagement channels, service design, operating models and cross-market standardization.
• Excellent stakeholder management, communication and facilitation skills in international environments.
• Comfortable working with Agile delivery teams and collaborating with architecture, business and operations stakeholders.

Nice to Have

• Experience with Salesforce or similar CRM platforms.
• Experience in contact center environments, customer engagement platforms or after-sales support operations.
• Knowledge of automotive industry processes, international rollout projects or multi-market standardization initiatives.
• Food ticket
• Health insurance
• Training and access to certification vouchers
• Work-life balance initiatives
• Referral program
• Birthday off
• Give back day – enjoy a day to give back to society!