Product Manager: Routing Standards
Luza Tec · Lisboa, Lisboa, Portugal ·
- Work mode
- Hybrid
- Category
- Product
Product manager for global routing standards in after-sales support: defines the roadmap and rules for case classification, prioritization, assignment and escalation across markets, translating business requirements into agile backlog items. Works with CRM/case-management and workflow-automation tooling (Salesforce-like) and cross-functional stakeholders.
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.
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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