Product Manager- (CRM Service & Contact Experience)

Role overview Own the product direction for service CRM and customer contact experiences, working with customer experience, engineering, and design teams. The goal is to make support easier to access, help customers resolve issues on their own, and enable agents to solve cases efficiently, with success measured through first-contact resolution, self-service resolution, and cost to serve.

Responsibilities - Set the CRM and contact experience vision, strategy, roadmap, and success measures. - Identify painful or costly support journeys and improve them through self-service, in-app tools, bots, and better contact workflows. - Develop and maintain useful knowledge resources for both customers and support agents. - Use service data to find bottlenecks, reduce avoidable contacts, and protect data quality. - Improve service-platform workflows and integrations, including ticketing, feedback, and service-desk tools. - Lead product discovery and delivery with engineering, UX, and other stakeholders, and design for high-stress customer moments.

Requirements - At least four years in product management or product ownership. - At least three years leading or managing teams in agile, experimentation-oriented settings. - A strong grasp of how technology can improve operational efficiency and reduce service costs. - Analytical problem-solving skills and comfort using data to guide decisions. - Ability to work across UX, service design, data, engineering, and information security. - Clear communication with stakeholders at different levels.

Nice to have - Experience with service desks, chatbots, or omnichannel support. - Experience building digital products that improve commercial or operational processes.

Benefits and work setup - Fully remote work and an open-ended employment contract. - Competitive salary, health support, and an annual company-goal bonus that may be paid in cash or shares. - Education funding and additional days off beyond standard vacation.