SmartCS Product Manager

Description

We are seeking a strong, people-oriented CRM Business Product Owner to lead and manage the internal CRM system (ZRM) used by customer service teams across the organization. Initially, the focus will be 100% on the ZRM platform, which is currently completing global rollout. Over time, the scope is expected to expand to include ownership of additional internal service platforms (e.g., IQSHIP, other internal Customer Service tools).

This role requires someone who can bridge the gap between business users and IT, understand operational challenges, and transform them into structured, prioritized business requirements. You will work closely with users in the field, internal stakeholders, and development teams, ensuring that system changes and projects are aligned with real-world needs and deliver tangible business value.

In addition, this role is also responsible for strategy and execution related to ZRM. The person in this role will work with a team of trainers, ensuring that customer service teams are effectively onboarded, trained, and continuously supported as new features are rolled out.

Main Tasks:

Ownership of the Customer Service ZRM Product Vision and Roadmap

Leading the strategic direction of the ZRM system by defining its long-term vision and aligning it with business goals. This includes gathering feedback from customer service teams and other stakeholders, identifying user needs, prioritizing new capabilities, and ensuring the system remains scalable, relevant, and user-friendly.

Cross-Functional Collaboration and Stakeholder Alignment

Leading collaboration between HO functions, regional CS teams, IT, product, and training teams to ensure clear communication and alignment. This involves translating business needs into actionable requirements, coordinating inputs across teams, and enabling effective cooperation to support development and adoption

Define the Requirements and Prioritization

Leading the ongoing management of the product backlog by working closely with analysts and IT teams to define requirements and prioritize development work. This includes evaluating business impact, supporting agile processes, and ensuring timely delivery of quality solutions that meet user expectations.

Leading Global Rollouts and CS Change Management

Leading the implementation of ZRM modules and features across business units, ensuring smooth implementation, localization where needed, and high adoption rates. This includes addressing rollout challenges, coordinating with local teams, and supporting structured change management to drive success.

Operational Support and Continuous Improvement Efforts

Leading the response to day-to-day system issues, user feedback, and operational challenges. This includes identifying recurring problems, supporting resolution efforts, and maintaining a continuous improvement loop to enhance overall system performance and user satisfaction.

Requirements

• Academic education in Computer Science / Industrial Management Or relevant field - a must
• Experience of at least 5 years in large organizations in roles such as product owner, Product manager, or business analyst
• Proven ability to work in matrix environments and influence without authority
• Hands-on experience in CRM systems or customer service processes is a strong advantage
• Experience in translating complex operational needs into clear business requirements
• Experience working closely with IT teams, developers, and analysts, acting as a translator between business and technical domains
• Strong analytical and logical thinking skills – able to dive deep with users, ask the right questions, and understand root causes
• Process-oriented mindset with the ability to prioritize, structure, and simplify
• Experience in change management – being a "champion of change" and helping end users adopt new ways of working
• Strong interpersonal skills, adept at building and maintaining relationships with both internal and external customers