Senior Product Manager – Customer Support

Define the product: alongside engineering and business teams, define the detailed roadmap and product specifications for all relevant solutions we will implement to support our customers and the business.
Product discovery: work closely with customers, operations, data and other Product Managers to identify pain points and opportunities, validating ideas through research, experiments, and rapid iterations to ensure we build what truly matters.
Prioritisation and planning: prioritise and plan the product development efforts with the development teams and your stakeholders.
Product delivery: collaborate with a cross‑functional agile team to deliver on your plans, organising and taking part in the day‑to‑day work, and making sure that everyone is working towards the same goals.
Stakeholder management: your primary stakeholders will be the Customer Care team, but you will work with many other Prima departments, both locally and in the global organisation.
Requirements   Product-minded: 3+ years of experience building software products with tangible impact
Analytical and pragmatic: you break down problems, back up decisions with data, and keep your eye on the outcome
Clear communicator and adaptable: able to convey ideas across disciplines and cultures; fluent in English;
Italian and Spanish are a plus.
AI expertise:
You recognize the potential of AI in transforming Customer Care, particularly through the development of Chat and Voice bots. You bring practical experience in deploying these solutions to drive real impact and efficiency.
Tech-savvy: you’ve worked with complex systems and can navigate technical conversations with ease
Customer Care analytics expertise: experience with ticketing data, contact rates, resolution times, and support platforms (preferably Zendesk).
Hard Skills   product management
software development
data analysis
AI implementation
Chat bots
Voice bots
customer care analytics
Soft Skills   communication
adaptability
problem-solving
stakeholder management
collaboration

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