Product Manager Communication Management (m/f/x)
Product Manager Communication Management (m/f/x)
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Job Description
We are looking for a Senior Product Manager to lead the development of our Salesforce and Talkdeskbased communication platforms integrating CTI (Computer Telephony Integration) and multichannel communication tools like telephone chat WhatsApp and Microsoft Teams.
Role Overview: As a Senior Product Manager you will own the strategy and execution for Talkdesk integration and customer communication channels. Your role will focus on delivering innovative solutions that enhance customer service centers operations and provide exceptional seamless customer experiences. Youll collaborate with crossfunctional teams to drive the evolution of our customer communication solutions ensuring we deliver on the vision for efficient omnichannel engagement across multiple platforms.
Key Responsibilities:
- Product Strategy & Roadmap: Define and execute the product strategy for Talkdesk and multichannel customer communication solutions (telephone chat WhatsApp Microsoft Teams) ensuring alignment with customer needs business objectives and industry trends.
- CTI Integration: Lead the integration and optimization of CTI solutions within Talkdesk and other communication platforms to streamline customer service workflows ensuring that customer interactions are seamless and datadriven.
- Customer Service Center Solutions: Design and refine strategies to enhance the efficiency and performance of customer service centers focusing on improving agent productivity response times and overall customer satisfaction.
- Omnichannel Experience: Oversee the development of an integrated omnichannel communication strategy that spans voice chat WhatsApp Microsoft Teams and other platforms ensuring a consistent and personalized customer experience across all touchpoints.
- DataDriven Decision Making: Leverage analytics customer feedback and performance data to optimize customer communication strategies and identify opportunities for improvement.
- Collaboration & Stakeholder Management: Work closely with engineering design sales marketing and customer support teams to bring product visions to life prioritize initiatives and deliver highimpact results.
- CustomerCentric Mindset: Continuously improve the customer communication experience by anticipating customer needs and defining solutions that make interactions easier faster and more meaningful.
- Vision & Leadership: Develop and communicate the vision for future customer communication capabilities championing innovation while managing technical debt and longterm scalability.
- Market Research: Stay up to date on market trends emerging technologies and customer service best practices to ensure we remain competitive and at the forefront of customer communication innovations.
Qualifications :
- Experience: 57 years of experience in product management with a focus on customer service centers CTI systems and multichannel communication platforms (Talkdesk telephony chat WhatsApp Microsoft Teams).
- Expertise in Talkdesk (or similar): Strong handson experience with Talkdesk including configuration integration and optimizing customer communication workflows within the platform.
- Customer Service & Support Knowledge: Deep understanding of customer service operations contact center technologies and strategies for optimizing customer communication and service delivery.
- Product Vision & Strategy: Proven ability to create execute and manage the product roadmap for communication products from ideation to launch while ensuring alignment with business goals.
- CrossFunctional Collaboration: Strong track record of working with crossfunctional teams including engineering design customer success and sales to deliver highquality customercentric products.
- Analytical Skills: Ability to analyze performance data customer insights and operational metrics to inform product decisions and measure the success of communication initiatives.
- Leadership & Influence: Experience leading teams and driving change within an organization with the ability to influence stakeholders at all levels.
- Communication: Excellent verbal and written communication skills with the ability to clearly articulate product strategies updates and vision to both technical and nontechnical stakeholders.
Preferred Qualifications:
- Experience with other communication platforms like Zendesk Freshdesk or Salesforce Service Cloud.
- Knowledge of AI/Automation in customer service including chatbots and intelligent routing systems.
- Familiarity with product management tools (e.g. Jira Confluence Aha!).
- Prior experience in a fastpaced technologydriven organization with a focus on digital transformation in customer service.
Additional Information :
Were offering:
- The chance to be part of a fastgrowing and futureoriented startup: we are one of the biggest players in the solar business.
- Help to make the world a bit better: we are all about green energy.
- Work with the best in the industry and grow with us: theres plenty of room for your ideas.
- A hybrid work model the ability to come to our Berlin office every now and then for in person discussions and events or to be there all the time you decide.
At Enpal we are proud of the diversity of our team. No decisions are made based on skin color religion or religious belief ethnic or national origin nationality gender identity sexual orientation disability or age either during recruitment or employment. We strongly encourage women neurodivergent people people of color and LGBTQ() people to apply. Enpal stands for a safe workplace and takes action against discrimination and harassment of any kind.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
