Product Manager (CX)

Location: Lithuania, Vilnius

Job category: Information Technology (IT)

Language: English

Welcome to Transcom’s Product Manager description page!

We are happy to share some information about our great company and our amazing Tech Hub!

We are a global network of 28,000 local specialists, across 25 countries, passionate about providing outstanding customer experiences.

Given over 200 clients we support worldwide, we have opened our specialized Tech Hub in Croatia and Philippines. A collective of amazing people who brainstorm, learn, teach, support each other, find solutions, eat, drink and party together! In Croatia we have grown to 75 employees in just 3 years and we keep growing (try and stop us!). With several product houses, we offer full support to both our clients and our employees, helping them grow and learn and to never have a reason to leave. 

What’s in it for YOU!

    • Opportunity to choose work type: on-site, hybrid or remote;

    • Work from anywhere within EU for 90 days (after trial period);

    • International and inclusive environment, that makes you feel supported, encouraged, and welcome from day one;

    • Work-life balance-based culture;

    • Continuous development through our internal learning platforms and best practices sharing;

    • Corporate, sport and social responsibility events;

    • Stebby or Health insurance package after the trial period;

    • discounts;

    • Phone bill compensation or company phone

    • Education budget designated for each of the department

    • Personalised development plan

Great, now that we got you excited and interested in our company, our values and our Tech Hub, it is time to get to all the position details, something we are sure you are curious about.

Join us as a Product Manager!

The primary mission of the CX Product Manager is to manage and optimise products and solutions that deliver tangible value to clients, ensuring they meet both current and anticipated needs. This might mean more efficient call resolution, additional revenue, improved customer satisfaction, and/or cost-savings.

This role will manage CX Omnichannel CRM Products (such as Zendesk, Freshdesk, Salesforce, etc.), lead a team of Product Success Experts, and work closely together with Support teams, Business Analysts, Solution Architects, technology suppliers (vendors) and internal/external clients.

Client Focus

  • Research, design, implement and manage products that are tailored to the specific needs and objectives of each client, leading to stronger relationships and enhanced client satisfaction.

  • Maintain continuous communication with clients to gather feedback, assess their evolving needs, and ensure that the Transcom’s products and services remain aligned with their expectations. This proactive engagement helps in anticipating potential issues, making timely adjustments, and fostering trust.

  • Focus on delivering positive results that impact Transcom’s and our client's bottom line. Whether it's improving customer satisfaction scores, reducing operational costs, or enhancing efficiency, the Product Manager should emphasize solutions that provide measurable outcomes, business benefits and clear ROI for clients.

Operational Excellence

  • Strategic focus on product management and product development

  • Continuously analyze and refine workflows, ensuring that operations are streamlined, efficient

  • Create and promote best practices, leading to enhanced productivity and reduced overheads

  • Leverage cutting-edge technologies and tools to automate repetitive tasks, enhance agent capabilities

  • Build business cases, with financial impact, position the product and present internally and to our clients

  • Measure performance, achievement, and document success stories

  • Ensure smooth interoperability across different systems, minimize downtimes and errors

  • Design and manage operations with a forward-looking approach

  • Make sure systems and processes can easily adapt to changing client needs and volume fluctuations

  • Be a mentor to the rest of the team and help them get advanced knowledge and experience

  • Take active part in defining, documenting and rolling out new processes around specific field of expertise

  • Validate technical feasibility and efficiency of suggested solutions

  • Ensure that all implementations are in line with applicable (security) policies and standards

  • Document all requirements and technical details of the solution implemented

  • Manage the vendor relationship, build and prioritize the product development roadmap

  • Ensure that deadlines and SLA’s are met - both on individual and team level

  • Design, perform and document unit testing and assist with peer reviews

  • Assist support teams and investigate incidents in production environment as required

  • Assist support teams in planning and executing service impacting maintenance - version upgrades, migrations, etc.

  • Actively look for improvement opportunities and communicate these clearly to team members and the management

  • Embrace new technologies and actively look for opportunities where and how these could be implemented to further increase efficiencies and/or profitability of our services (automation and AI).

Leadership & Culture

  • Always have a Customer-first mindset, be open and honest and keep your promises

  • Be a team player, be resourceful and flexible, assist your fellow team members when opportunities arise

  • Manage, support, mentor and coach people in your team

  • Keep learning - self development is part of our key responsibilities

What we are looking for:

  • Minimum studies: Degree in Computer Science from University or College 

  • Degree in Business Management / Business Administration is a plus

  • Be an expert of the field of Zendesk/Freshdesk (minimum 3 years)
  • Be knowledgeable of other CX Omnichannel CRM Products (such as Zendesk, Freshdesk, Intercom, etc.)
  • Building and managing product roadmaps, product ownership experience
  • Exposure/work experience with Conversational and/or Generative AI technologies
  • Work experience with Contact Center Technologies: dialers, ACD systems is a plus
  • Work experience with Contact Center Platforms (such as AVAYA, GoContact, Snapcall) is a plus
  • Web Application Development experience is a plus
  • Basic understanding of segmented networks is required
  • Work experience in a policy and process controlled enterprise IT environment
  • Cloud (AWS/Azure/GCP) certification is a plus
  • Google Suite: Intermediate (power user)

  • Job Specific software: AVAYA, GoContact, Talkdesk, Zendesk, Freshdesk, Parloa, Boost.AI

  • English verbal and written: C1

What Life at Transcom is like!
Transcom Worldwide is one of the leading global customer experience companies, supplying local and global clients in multiple markets within our global footprint with forward-leaning customer experience solutions via different channels like voice, chat, social media etc. We are 30,000 customer experience specialists at 69 offices across 26 countries, delivering services in 33 languages to international brands in various industry verticals. At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

At Transcom, we follow our Values to a T, we live them, we breathe them, it is what we base our day to day work life on (and it is not just an empty promise, ask anyone).

We’re here to support

We keep our promises

We come as we are

We’re team players

We’re lifelong learners

We’re sure you loved everything you’ve read and heard, and would definitely love to learn more. In that case, apply, come talk to us, we are an open book. You will get all the nitty-gritty details, no hidden agendas, no false promises. What you hear/see, is what you get.

We would love to meet and talk to you! And hopefully soon say: “Welcome to Transcom!”

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