Product Manager, Customer Service

Founded in 1910, KONE is a global leader that provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization that add value to buildings throughout their life cycle. Our mission is to improve the flow of urban life and make our world’s cities better places to live by providing innovative solutions that help make people’s journeys safe, convenient and reliable. Our operations in over 60 countries around the world has helped us achieve our position as an innovation and sustainability leader with repeated recognitions by Forbes, Corporate Knights for clean capitalism and others. 

KONE’s vision is to create the Best People Flow experience by providing ease, effectiveness and experience to our customers and users. In line with our strategy, Sustainable Success with Customers, we will focus on increasing the value we create for customers with new intelligent solutions and embed sustainability even deeper across all of our operations. By closer collaboration with customers and partners, KONE will increase the speed of bringing new services and solutions to the market.

Commercial & Operations global function ensures that KONE is most competitive in each of our businesses, throughout the lifecycle. The function consists of the business lines (New Building Solutions, Service and Modernization) and global installation, business architecture and portfolio management, sales development, marketing and brand and business development.

Commercial & Operations Solutions unit within KONE IT is the IT partner for Commercial & Operations function, and designing, developing, maintaining and supporting the solutions across KONE’s digital and digitally enabled customer journey – marketing, sales, field service and project delivery and customer service.

Service Solutions unit (Service Business IT) within the Commercial & Operations Solutions is accountable for the IT solutions across Service Business, and thus playing a key role in the Accelerate Digital strategic shift, Service Transformation initiatives as well as ensuring the development and operations of the capabilities that e.g. Service sales, field technicians, supervisors, customer service and technical help desk are using every day.

We are looking for an experienced Product Manager to lead our Customer Service portfolio. In this role, you will take overall accountability for the value delivered by a group of IT products throughout its lifecycle. You will guide Product Owners and agile teams in understanding stakeholder needs, prioritizing development, and ensuring that products deliver measurable business value.

The Customer Service team is driving KONE’s omnichannel strategy, ensuring customers can engage seamlessly across phone, digital, and self-service channels. Building on this foundation, the team develops solutions that integrate alarm handling for rapid response, case management to support third party inspections, and modern customer service tools that give agents a unified, efficient workspace. Together, these capabilities create a connected service environment that improves transparency, accelerates resolution times, and delivers a consistent, customer centric experience across KONE’s global service operations.

What You’ll Do

• Define and drive product vision and roadmaps for products in scope
• Guide and coach Product Owners and teams to deliver business value through agile execution
• Remove impediments and ensure teams have the tools, resources, and capabilities they need to succeed
• Identify and maximize synergies across products and teams to improve efficiency and clarity
• Manage product lifecycle costs in line with business cases and budgets
• Ensure product operations align with KONE IT strategy, compliance, and business continuity requirements
• Drive continuous improvement in planning, quality, transparency, and stakeholder engagement
• Oversee supplier selection, governance, and performance management
• Actively engage with stakeholders to promote collaboration and resolve conflicts or dependencies
• Ensure a positive employee experience, promoting empowerment, clarity, and learning opportunities
  
  

What We’re Looking For

• We are seeking a leader who can direct initiatives from concept to completion with confidence and clarity. In this role, you will help shape product vision and roadmaps, foster synergies across multiple products, and support operational excellence. As a senior leader, you will also contribute to strengthening organizational capabilities, enhancing ways of working, and encouraging collaboration across KONE IT and the wider business. You bring together commercial insight and technical understanding, enabling you to connect business needs with IT capabilities in a seamless way. This opportunity is well-suited for someone motivated by creating clarity, building momentum, and embedding best practices that will shape how product management is carried out at KONE IT.
• Strong experience in digital product management, with proven success leading complex product initiatives in a global context
• Solid knowledge of product management practices, agile ways of working, and value-driven prioritization
• Ability to translate between business and technical perspectives, applying design thinking techniques
• Financial and business acumen, including cost management and business case development
• Excellent collaboration, communication, and stakeholder management skills
• Demonstrated leadership in coaching teams, driving performance, and fostering continuous improvement
  
  

Qualifications

• Bachelor’s or Master’s degree in a relevant field
• Several years of product design or product management experience with agile methodologies (10+ years in senior roles)
• Experience working in international, multisite environments
• Familiarity with digital technologies and platforms such as Salesforce and SAP
• Proven experience in developing and managing enterprise customer service solutions, including omnichannel platforms, customer support applications, case management systems, and realtime service technologies.
• Knowledge of enterprise architecture, cyber security and IT portfolio management practices
  
  

Why Join Us

At KONE, we are committed to creating superior digital solutions that deliver true customer value. As a Product Manager, you will have the opportunity to shape the future of our customer experience solutions, lead high-performing teams, and make a measurable impact on business outcomes.

For more information, please contact Cara Lundqvist, Product Director, Service Commercial & Operations Solutions via email [email protected]

Want to join the #PeopleFlow?

If you are interested in this position, please submit your application including a cover letter and CV via our Careers-site https://careers.kone.com/en/find-jobs/ latest by 19th February 2026. We can’t wait to hear from you!

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on www.kone.com/careers