Product Manager: Product / Content Standards

Luza Tecnologia; Lisboa; Presencial; EUR 40 000 - 70 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

Food ticket

Training vouchers

Work-life balance initiatives

Referral program

Birthday off

Give back day

Resumo da oferta

Luza Tecnologia is seeking a Product Manager / Knowledge Management Lead to own global knowledge standards and content usage. You will drive the knowledge governance framework, enabling faster resolution and reliable information delivery across agents and customers.

You will translate business needs into clear product requirements, collaborate with stakeholders, and guide AI-driven recommendations and multilingual support.

Qualificações

• Experience as a Product Manager, Product Owner or Knowledge Management Lead in customer service or digital service environments.
• Strong understanding of knowledge management, content governance and lifecycle processes.
• Ability to translate business and agent needs into clear product requirements and delivery priorities.
• Experience with AI-enabled recommendations or digital knowledge tools is an advantage.

Responsabilidades

• Define the product vision, roadmap and standards for global knowledge management and content usage.
• Enable faster case resolution through curated knowledge and centralized content governance.
• Shape requirements for AI-driven article recommendations and multilingual agent support.
• Partner with business, service, content, training and technology stakeholders to ensure knowledge assets are accurate and usable.
• Define acceptance criteria, success metrics and operational processes for content quality and lifecycle management.
• Support rollout and adoption of product/content standards across markets and user groups.

Conhecimentos

Knowledge management

Content governance

Stakeholder management

Product requirements

AI-enabled recommendations

Ferramentas

Salesforce

Descrição da oferta de emprego

Own the product and content standards area, enabling agent efficiency and customer satisfaction through immediate access to curated, centralized and reliable knowledge.

Key Responsibilities

• Define the product vision, roadmap and standards for global knowledge management and content usage.
• Enable faster and more reliable case resolution through curated knowledge, structured validation workflows and centralized content governance.
• Shape requirements for AI-driven article recommendations, multilingual agent support, collaborative feedback and knowledge sharing capabilities.
• Partner with business, service, content, training and technology stakeholders to ensure knowledge assets are accurate, usable and aligned with service expectations.
• Define acceptance criteria, success metrics and operational processes for content quality, lifecycle management and continuous improvement.
• Support rollout and adoption of product/content standards across markets and user groups.

Required Profile

• Experience as a Product Manager, Product Owner or Knowledge Management Lead in customer service, CRM, after-sales support or digital service environments.
• Strong understanding of knowledge management, content governance, content lifecycle processes and service enablement.
• Ability to translate business and agent needs into clear product requirements and delivery priorities.
• Experience working with AI-enabled recommendations or digital knowledge tools is an advantage.
• Strong stakeholder management, structured thinking and communication skills.

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!