Product Manager Communication Management (m/f/x)

We are looking for a Senior Product Manager to lead the development of our Salesforce and Talkdesk-based communication platforms, integrating CTI (Computer Telephony Integration) and multi-channel 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. You’ll collaborate with cross-functional 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 multi-channel 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 data-driven. 
• 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. 
• Data-Driven 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 high-impact results. 
• Customer-Centric 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 long-term 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.