Senior Product Manager

Affinity; Portugal; Híbrido; EUR 42 000 - 65 000; Tempo integral

Resumo da oferta

Affinity is seeking a Product Manager/Owner to lead customer interaction and Contact Center initiatives. You will shape omnichannel strategies, routing, and knowledge management to improve agent and customer experiences.

You will collaborate with business, technology, and operations teams across markets, driving product requirements, priorities, and roadmaps with a proactive, cross-functional approach.

Qualificações

• Solid experience as a Product Manager or Product Owner.
• Experience with Contact Center, Customer Experience, or Omnichannel environments.
• Knowledge of routing strategies and multi-market considerations.
• Knowledge/Content Management and AI-powered search valued.
• Strong stakeholder management and cross-functional collaboration.
• Strong analytical, communication, and problem-solving skills.

Responsabilidades

• Define and drive product strategy and standards for customer interaction and Contact Center solutions.
• Design and optimize omnichannel journeys across channels.
• Define and evolve routing strategies to reach the right teams and skills.
• Support standardization and consolidation of interaction models across markets and channels.
• Drive Knowledge and Content Management initiatives to aid agents with accurate information.
• Translate business needs into product requirements, priorities, and roadmaps.
• Collaborate with business, technology, and operations teams to deliver and improve solutions.

Conhecimentos

Product management

Product ownership

Omnichannel

Contact Center

Routing strategies

Knowledge/Content Management

AI-powered search

Stakeholder management

Analytical skills

Communication skills

Problem-solving

Ferramentas

None

Descrição da oferta de emprego

Our mission is to be a meaningful part of our people's careers. As we grow, so does our determination to offer the best experience to our employees and clients — and that’s exactly what drives us. We are a Portuguese technology consulting company with offices in Lisbon, Porto and Óbidos, and representations in Brazil, Tunisia and Cabo Verde. We have over 13 years of market expertise, and today we are a universe of around 400 people working on-site, remotely or in hybrid mode in projects across 20+ countries.

We believe that great people make successful companies, and that’s why we stand for the appreciation, recognition and growth of our professionals.

We don’t want to be just another line on your CV — we want you to live a Lifetime Experience with us. We invest in training and certifications that confirm your real progression, in promoting a healthy work-life balance, and in offering benefits that impact your personal life and career.

#welcometoyourfuture

What we’re looking for:

Requirements

• Solid experience as a Product Manager or Product Owner, ideally within Contact Center, Customer Experience, or Omnichannel environments.
• Strong knowledge of Contact Center and Omnichannel solutions.
• Experience with customer interaction channels such as voice, email, chat, IVR, and digital channels.
• Knowledge of routing strategies, including queues, skills, prioritization, and capacity management.
• Experience with channel consolidation, standardization, or multi-market environments.
• Knowledge of Knowledge/Content Management solutions and AI-powered search is highly valued.
• Strong experience in stakeholder management and working with cross-functional business and technology teams.
• Strong analytical, communication, and problem-solving skills.

Responsibilities

• Define and drive product strategy and standards for customer interaction and Contact Center solutions.
• Design and optimize omnichannel customer journeys across different communication channels.
• Define and evolve routing strategies to ensure customer interactions reach the right teams and skills.
• Support the standardization and consolidation of interaction models across different markets and channels.
• Drive Knowledge and Content Management initiatives to provide agents with accurate and relevant information.
• Translate business needs into product requirements, priorities, and roadmap initiatives.
• Collaborate with business, technology, and operational teams to deliver and continuously improve solutions.

#Affinity, #Ambition, #Action, #Learning, #Assertiveness

• #Affinity – Creating close and empathetic relationships with colleagues, clients and candidates (and not just with technologies, languages and platforms). Team spirit and good vibes;
• #Ambition – Wanting to do more and better. A drive to exceed expectations and evolve personally and professionally;
• #Action – Energy to make things happen. Showing proactiveness and initiative;
• #Learning – Willingness to grow individually and collectively and to become an expert in the tech market;
• #Assertiveness – Transparent and honest communication, always with constructive feedback.

Your #LifetimeExperience

• Taking part in national and international projects in a company based on personal relationships, simplicity and efficiency, with a disruptive approach to the tech market;
• Accessing a career and training plan tailored to your performance and interests;
• Being part of a welcoming, trustworthy, respectful and informal environment;
• Joining our Affinity Communities (sports, tech, hobbies, etc.) and actively participating in social and environmental responsibility projects;
• Taking advantage of a range of benefits, partnerships, discounts, events and internal dynamics.

Beyond your professional satisfaction, we want to offer you memorable moments of leisure and connection, worthy of an Affinity experience.

Join the Experience!