Product Manager: Routing Standards

Lead the global product area responsible for getting every case to the right skill, team and market at the first attempt through transparent routing rules, capacity-aware distribution and governed decision logic.

Key Responsibilities

• Define and maintain the product roadmap for global routing standards across after-sales support channels.


• Establish standards for case classification, prioritization, assignment logic, escalation and distribution across teams and markets.


• Gather and validate business requirements from markets, operations, service teams and technology stakeholders.


• Translate routing concepts into actionable product requirements, user stories, decision rules and acceptance criteria.


• Ensure routing standards are transparent, scalable, governed and aligned with business objectives and operational capacity.


• Support implementation, adoption and continuous improvement of routing capabilities across markets.

Required Profile

• Experience in product management, service operations, CRM, case management, workflow automation or contact center routing capabilities.


• Strong analytical capability to structure business rules, prioritization models and operational decision logic.


• Ability to work with cross-functional stakeholders and balance global standards with local market needs.


• Experience working with Agile teams and translating business requirements into delivery-ready backlog items.


• Strong communication skills and ability to explain complex routing concepts in a clear and practical way.

Nice to Have

• Experience with Salesforce or similar CRM platforms.


• Experience in contact center environments, customer engagement platforms or after-sales support operations.


• Knowledge of automotive industry processes, international rollout projects or multi-market standardization initiatives.

Benefits

• Remote work


• Food ticket


• Health insurance


• Training and access to certification vouchers


• Work-life balance initiatives


• Referral program


• Birthday off


• Give back day – enjoy a day to give back to society!