Product Manager: Interaction Management

Luza Tecnologia; Lisboa; Presencial; EUR 45 000 - 75 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Food ticket

Health insurance

Training and access to certification

Work-life balance initiatives

Referral program

Birthday off

Give back day

Resumo da oferta

Luza Tecnologia is seeking a Product Manager to lead strategy and governance for customer interaction channels across markets. You will define roadmaps, translate needs into actionable requirements and align cross-functional teams to ensure consistent global standards.

You will work with Agile delivery teams, looking at brand voice, channel availability, and performance indicators to drive improvements in the customer experience across phone, email, live chat and social media.

Qualificações

• Experience as Product Manager, Product Owner or similar 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.

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.

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!