Digital Product Manager

We are looking for a **Digital Product Manager - Customer Support** to be part of our Nestlé Nespresso Digital and Tech Team.

**Position Snapshot**
- Location: Nespresso Hub, Barcelona. Spain.
- Type of Contract: Permanent.
- Type of work: Hybrid
- Work Language: Fluent Business English

**The Role**

As a **Product Manager**, you will shape the future of our **Customer Support**experience**. This role will be critical in driving the digital transformation of our support operations, balancing customer satisfaction with operational efficiency and cost control.

You will partner closely with Customer Support leadership, Experience, Technology, and Product teams to define a long-term vision and deliver impactful solutions that improve both the customer and agent experience.

This is a high impact role with significant cross-functional exposure. You will play a key role in **defining the future growth of the product organization** within the Customer Support area and scale Nespresso’s capabilities in this domain. Together with the **Head of Product** and our **Portfolio & Strategic Planning** function, you will assess team needs, define the **right product team structure**, and help shape future hiring plans as the area evolves.

**In This Role, You Will**:

- Define the **product strategy for Customer Support**, with a focus on service design, automation, and operational excellence.
- Partner with the Service Design and Product Design team (Digital Experience) to connect with employee and customer experience needs, pain points and opportunities.
- Partner with Customer Support Function, Digital Experience, Tech and Market stakeholders to ensure **successful adoption** of new solutions like Case Management and CCaaS.
- Use data and agent feedback to prioritize enhancements, remove blockers, and deliver incremental value without heavy custom builds.
- Identify and implement improvements in customer service workflows to enhance efficiency, reduce friction, and improve agent and customer experience.
- Identify the new technologies and opportunities that can impact deeply in the medium and long term this area, like IA and translation tools.
- Build strong relationships with global and local teams, including agents, BPOs and frontline leaders.
- Collaborate with the Product leadership and Portfolio team to **define product hiring needs and team structure** as the support product roadmap evolves.
- Collaborate with external platform vendors to understand product roadmaps, advocate for Customer Support needs, and align on upcoming capabilities.
- Ensure Customer support tools and platforms effectively integrate with the broader landscape of tech solutions with the objective of achieving seamless customer engagement and data flow.

**What We’re Looking For**:

- 5-7 years of experience in Product roles with ownership of internal tools or platforms.
- 3-5 years of experience building products for Customer Support.
- Strong product mindset and experience leading digital transformation that include service design initiatives.
- Deep understanding of customer support / care / service operations and capability of defining the and driving the customer support product strategy
- Proven experience in Customer Support, Service Operations, or Customer Care with strong product management skills
- Experience with tooling rollouts and user adoption in operational contexts
- Data-driven mindset with experience managing KPIs like AHT, FCR, CSAT
- Strong stakeholder management skills, especially across Tech, Operations, and local teams
- Familiarity with tools like Zendesk, Salesforce Service Cloud, Freshdesk, Genesys, or similar platforms
- Familiarity with Case Management Systems and Contact center platforms

**Extra Skills That Set You Apart**:

- Experience with **Genesys**, proficiency in using the Platform including familiarity with its core functionalities and integration capabilities
- Experience with **Microsoft Dynamics (Case Management**), proficiency in customization optimization to enhance case resolution
- Experience in implementing **AI capabilities**, practical knowledge in integrating AI solutions within customer service landscape

**We Offer You**:
We offer more than just a job. We put people first and inspire you to become the best version of yourself.
- ** Great benefits**including competitive salary and a comprehensive social benefits package. We have one of the most competitive pension plans on the market, as well as flexible remuneration with tax advantages: health insurance, restaurant card, mobility plan, etc**.**:

- ** Personal and professional growth**through ongoing training and constant career opportunities reflecting our conviction that people are our most important asset.
- ** Hybrid working environment with flexible working scheme.** Our state-of-the-art campus is dog friendly and equipped with a medical center, canteen and areas to co-create network and chill
- ** Recreation activities**such as yoga