Join Our Nestlé Nespresso Digital and Tech Team
Position Snapshot
* Location: Nespresso Hub, Barcelona, Spain
* Type of Contract: Permanent
* Type of Work: Hybrid
* Work Language: Fluent Business English
The Role
As a Product Manager, you will shape the future of our Customer Support experience. This role is crucial in driving the digital transformation of our support operations, balancing customer satisfaction with operational efficiency and cost control. You will collaborate closely with Customer Support leadership, Experience, Technology, and Product teams to define a long-term vision and deliver impactful solutions that enhance both customer and agent experiences.
This is a high-impact role with significant cross-functional exposure. You will play a key role in defining the future growth of the product organization within Customer Support and scaling Nespresso’s capabilities in this domain. Working with the Head of Product and our function, you will assess team needs, define the right product team structure, and help shape future hiring plans.
In This Role, You Will
* Define the product strategy for Customer Support focusing on service design, automation, and operational excellence.
* Partner with Service Design and Product Design teams to connect with employee and customer experience needs, pain points, and opportunities.
* Collaborate with Customer Support, Digital Experience, Tech, and Market stakeholders to ensure the success of new solutions like Case Management and CCaaS.
* Use data and agent feedback to prioritize enhancements, remove blockers, and deliver incremental value.
* Identify and implement workflow improvements to enhance efficiency and customer satisfaction.
* Explore new technologies like AI and translation tools for medium and long-term impact.
* Build strong relationships with global and local teams, including agents, BPOs, and frontline leaders.
* Work with Product leadership to define hiring needs and team structure as the roadmap evolves.
* Collaborate with external platform vendors to align on capabilities and roadmaps.
* Ensure seamless integration of Customer Support tools within the broader tech landscape.
What We’re Looking For
* 5-7 years of experience in Product roles managing internal tools or platforms.
* 3-5 years of experience developing products for Customer Support.
* Strong product mindset with experience leading digital transformation initiatives.
* Deep understanding of customer support operations and product strategy.
* Proven experience in Customer Support or Service Operations with product management skills.
* Experience with tooling rollouts and user adoption.
* Data-driven approach with KPIs like AHT, FCR, CSAT.
* Strong stakeholder management skills across Tech, Operations, and local teams.
* Familiarity with platforms like Zendesk, Salesforce Service Cloud, Freshdesk, Genesys, etc.
* Knowledge of Case Management Systems and Contact Center platforms.
Extra Skills That Set You Apart
* Experience with platform functionalities and integrations.
* Proficiency with Microsoft Dynamics and customization for case resolution.
* Experience implementing AI solutions in customer service.
What We Offer
* Competitive salary and comprehensive social benefits, including a top-tier pension plan, health insurance, restaurant card, and mobility plan.
* Opportunities for personal and professional growth through ongoing training and career development.
* Hybrid work environment with flexible schemes.
* State-of-the-art campus with amenities including a medical center, canteen, and recreational areas.
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