Product Manager Lead – Contact Centre Solutions

📍 Galway | Hybrid

💼 Full-time | Permanent

We are seeking an accomplished and strategic Product Manager Lead to head up our portfolio of Contact Centre, Call Centre, Service Desk, Helpdesk, and Customer Support solutions. This role is central to shaping our product vision, driving innovation, and delivering platforms that transform how businesses deliver customer service at scale.

About the Role

As Product Manager Lead, you will define and execute the product roadmap for our customer service technology solutions. Working closely with engineering, design, go-to-market teams, and executive leadership, you will ensure our platforms set new standards for scalability, usability, and customer impact.

Key Responsibilities

• Define, own, and communicate the long-term product vision and strategy for Contact Centre and Customer Service solutions.
• Lead and mentor a team of product managers, fostering innovation and delivery excellence.
• Translate market insights, customer needs, and competitive trends into actionable product initiatives.
• Partner with engineering, design, and sales to launch impactful features and drive adoption.
• Act as the voice of the customer at leadership level, aligning business and customer priorities.
• Set and monitor key product performance metrics, ensuring measurable impact on customer experience and business outcomes.
• Engage directly with enterprise clients and partners to shape future roadmap decisions.

What We’re Looking For

• 10+ years’ experience in product management, with at least 5 years at leadership level.
• Proven success building and scaling Contact Centre / Call Centre / Helpdesk / Service Desk / Customer Support technologies.
• Strong leadership and stakeholder management skills with the ability to influence at senior and executive levels.
• Background in SaaS or enterprise-scale customer engagement solutions.
• Excellent communication, strategic thinking, and problem-solving skills.
• Based in Ireland, with flexibility to work onsite in Galway 3 days per week.

Why Join Us?

• Lead the direction of industry-leading customer engagement solutions.
• Hybrid working model offering collaboration and flexibility.
• Competitive salary, bonus, and benefits package.
• Opportunity to shape strategy in a high-impact, leadership-facing role.
• Join a global technology company with a strong and growing Galway presence.

📩 Interested in leading the future of customer service technology?

Apply now with your CV or connect with us for a confidential discussion.