Product Manager

Job Title: Product Manager (6-Month Contract)

Location: Hybrid (Amsterdam)

Pay Rate: €105.00 per day

A leading global e-commerce company is seeking a Product Manager for a 6-month contract position within their Customer Support (CS) Product team. This role will focus on developing and optimizing the knowledge management and learning systems that support customer service agents.

What You'll Do:

As the Product Manager, you will oversee the technologies and tools that empower agents to quickly access the right information and training. Your goal is to enhance agent productivity, streamline onboarding processes, and deliver reliable and efficient knowledge management systems.

Key responsibilities include:

• Develop and manage the knowledge management and learning technologies, using Pega Platforms and genAI to improve agent performance and onboarding efficiency.
• Collaborate with cross-functional teams, including engineers, designers, and knowledge managers to ensure agents have access to the right content.
• Analyze and measure the impact of new features on key performance indicators, such as average handling time and time to productivity.
• Align with stakeholders across operational teams to drive successful product delivery and execution.
• Identify efficiency opportunities within agent performance and knowledge management, training, and onboarding.

About You:

To succeed in this role, you should bring:

• Experience with Pega CRM platform or knowledge management in customer service (essential).
• Strong product insight, with a balance between customer needs and business goals.
• Proven data analytics skills, with the ability to assess and measure product impact.
• Excellent communication abilities, with experience balancing priorities in high-pressure situations.
• Familiarity with AI or genAI products is advantageous.
• Experience working with third-party vendors or consultants is a plus.

This is an individual contributor role where you will be responsible for driving product strategy and aligning stakeholders, rather than managing a team. You will collaborate closely with others to ensure successful product development and delivery.

Why Join?

• Global impact: Work for a well-known global e-commerce leader.
• Innovative environment: Contribute to developing cutting-edge technologies, including AI and Pega platforms.
• Collaborative culture: Join a dynamic and diverse team of professionals.

Apply now to take on an exciting product management role that will make a difference in the future of customer service.

Note: We are an equal opportunity employer and encourage candidates from all backgrounds to apply. We are committed to creating an inclusive and diverse workplace.