Product Group Manager – Customer Engagement
Recruiting.com
full-time
Posted on:
Location Type: Hybrid
Location: Madrid • Spain
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About the role
- Co-Own the customer channels product vision, roadmap
- Define and own the product vision and roadmap for all customer channels in partnership with the Senior Product Manager, including: Customer portal for order creation and shipment visibility, Standardizing, simplifying and streamlining our customer-facing system integrations, Digital service interactions that reduce manual effort
- Guide prioritisation between new capability, platform health, regulatory and security requirements, and long-term transformation initiatives.
- Ensure investment in legacy platforms is intentional, time-bound, and aligned to future state plans.
- Support annual and multi-year planning by providing clear recommendations on where to invest, defer, or stop initiatives.
- Lead major platform evolution - including Re-platforming our existing customer portal, Delivering a China-specific customer portal aligned to local market expectations and constraints
- Reduce friction and manual interaction - actively drive the shift away from email-driven order creation, phone-based shipment tracking and queries, manual interventions and workarounds and towards Digital self-service, real-time shipment tracking and visibility, straight-through processing and integrations
- Drive an innovative AI agenda - lead the thinking on how AI can enhance customer-facing technology, including smarter self-service and assistance, proactive updates and insights, reduced operational effort through automation
- Build team capability & lead delivery through clarity, not control - set standards for your team across customer facing products in partnership with the Senior Director of Product Management, ensure the teams maintains clear, prioritised and complementary backlogs for each product, define success metrics tied to customer adoption and value, communicate roadmap, progress, and outcomes clearly to stakeholders
Requirements
- Bachelor’s degree in Business, Information Systems, Technology, Engineering or a related field, or equivalent practical experience
- Ownership of product vision, roadmap, and delivery in agile environments
- Experience with customer-facing technology such as portals, integrations, and self-service solutions that simplify complex workflows
- Experience leading platform migrations or major re-platforming modernization initiatives
- Exposure to AI-enabled customer experiences is a strong plus
- Experience working across regions (including China) is highly valuable
- Formal training or qualifications in product management, digital strategy, or technology leadership , such as SAFe Lean Portfolio Management
- Proven experience leading strategy, roadmaps and prioritization, including making investment and funding trade-offs across competing initiatives and across multiple customer-facing products.
- Adept use of insight and data to continually refine strategy, prioritisation, and investment decisions.
- Experience operating in large, global, and matrixed organisations, with exposure to regional or market-specific requirements.
- Experience overseeing or working closely with external delivery partners and suppliers, ensuring alignment to internal strategy and operating models.
- Certifications are useful — but product judgement, customer empathy, and delivery leadership matter most.
Benefits
- Flexible and hybrid working arrangements apply in line with World Courier policies
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
product visionproduct roadmapagile environmentscustomer-facing technologyplatform migrationsre-platformingAI-enabled customer experiencesdata analysisdigital self-serviceintegration solutions
Soft Skills
leadershipstrategic thinkingcommunicationprioritizationcustomer empathyteam capability buildingclarity in deliverystakeholder managementdecision makingcollaboration
Certifications
Bachelor’s degreeproduct management trainingdigital strategy qualificationstechnology leadership training