Product Manager: Routing Standards

Luza Tecnologia; Lisboa; Presencial; EUR 75 000 - 110 000; 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 global routing standards for post-sales support. You will work to classify, prioritize and assign cases across markets, ensuring transparent, scalable routing logic and capacity-aware distribution.

You will gather requirements from multiple stakeholders and translate them into actionable product backlogs, user stories and acceptance criteria. Strong collaboration with cross-functional teams and knowledge of routing concepts are essential.

Qualificações

• Experience in product management, service operations, CRM, case management, workflow automation or routing capabilities.
• Strong analytical ability to structure business rules and decision logic.
• Ability to balance global standards with local market needs and work with cross-functional teams.
• Experience translating requirements into backlog items for delivery.
• Excellent communication skills to explain routing concepts clearly.

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 and acceptance criteria.
• Ensure routing standards are transparent, scalable and aligned with business objectives and capacity.
• Support implementation, adoption and continuous improvement of routing capabilities across markets.

Conhecimentos

Product management

Service operations

CRM

Case management

Workflow automation

Agile teams

Stakeholder management

Clear communication

Ferramentas

Salesforce

Descrição da oferta de emprego

Lead the global product area responsible for getting every case to the right skill, team and market at the first attempt through transparent routing rules, capacity-aware distribution and governed decision logic.

Key Responsibilities

• 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.

Required Profile

• Experience in product management, service operations, CRM, case management, workflow automation or contact center routing capabilities.
• Strong analytical capability to structure business rules, prioritization models and operational decision logic.
• Ability to work with cross-functional stakeholders and balance global standards with local market needs.
• Experience working with Agile teams and translating business requirements into delivery-ready backlog items.
• Strong communication skills and ability to explain complex routing concepts in a clear and practical way.

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!