Product Manager: Interaction Management
Luza Tec · Lisboa, Lisboa, Portugal ·
- Work mode
- Hybrid
- Category
- Product
Luza Tec is hiring a Product Manager in Lisbon to own the strategy, roadmap, and global standards for customer interaction channels (phone, email, live chat, social media), translating business needs into requirements and user stories for Agile delivery teams while aligning stakeholders across markets. CRM experience, ideally with Salesforce, is a plus.
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.
Benefits
Remote work
Food ticket
Health insurance
Training and access to certification vouchers
Work-life balance initiatives
Referral program
Birthday off
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