Product Manager Communication Management (m/f/x)

We are looking for a Senior Product Manager to lead the development of our Salesforce and Talkdesk-based communication platforms, integrating CTI (Computer Telephony Integration) and multi-channel communication tools like telephone, chat, WhatsApp, and Microsoft Teams. 

Role Overview: As a Senior Product Manager, you will own the strategy and execution for Talkdesk integration and customer communication channels. Your role will focus on delivering innovative solutions that enhance customer service centers' operations and provide exceptional, seamless customer experiences. You’ll collaborate with cross-functional teams to drive the evolution of our customer communication solutions, ensuring we deliver on the vision for efficient, omnichannel engagement across multiple platforms. 

Key Responsibilities: 

• Product Strategy & Roadmap: Define and execute the product strategy for Talkdesk and multi-channel customer communication solutions (telephone, chat, WhatsApp, Microsoft Teams), ensuring alignment with customer needs, business objectives, and industry trends. 
• CTI Integration: Lead the integration and optimization of CTI solutions within Talkdesk and other communication platforms to streamline customer service workflows, ensuring that customer interactions are seamless and data-driven. 
• Customer Service Center Solutions: Design and refine strategies to enhance the efficiency and performance of customer service centers, focusing on improving agent productivity, response times, and overall customer satisfaction. 
• Omnichannel Experience: Oversee the development of an integrated omnichannel communication strategy that spans voice, chat, WhatsApp, Microsoft Teams, and other platforms, ensuring a consistent and personalized customer experience across all touchpoints. 
• Data-Driven Decision Making: Leverage analytics, customer feedback, and performance data to optimize customer communication strategies and identify opportunities for improvement. 
• Collaboration & Stakeholder Management: Work closely with engineering, design, sales, marketing, and customer support teams to bring product visions to life, prioritize initiatives, and deliver high-impact results. 
• Customer-Centric Mindset: Continuously improve the customer communication experience by anticipating customer needs and defining solutions that make interactions easier, faster, and more meaningful. 
• Vision & Leadership: Develop and communicate the vision for future customer communication capabilities, championing innovation while managing technical debt and long-term scalability. 
• Market Research: Stay up to date on market trends, emerging technologies, and customer service best practices to ensure we remain competitive and at the forefront of customer communication innovations. 

• Experience: 5-7+ years of experience in product management with a focus on customer service centers, CTI systems, and multi-channel communication platforms (Talkdesk, telephony, chat, WhatsApp, Microsoft Teams). 
• Expertise in Talkdesk (or similar): Strong hands-on experience with Talkdesk, including configuration, integration, and optimizing customer communication workflows within the platform. 
• Customer Service & Support Knowledge: Deep understanding of customer service operations, contact center technologies, and strategies for optimizing customer communication and service delivery. 
• Product Vision & Strategy: Proven ability to create, execute, and manage the product roadmap for communication products, from ideation to launch, while ensuring alignment with business goals. 
• Cross-Functional Collaboration: Strong track record of working with cross-functional teams, including engineering, design, customer success, and sales, to deliver high-quality, customer-centric products. 
• Analytical Skills: Ability to analyze performance data, customer insights, and operational metrics to inform product decisions and measure the success of communication initiatives. 
• Leadership & Influence: Experience leading teams and driving change within an organization, with the ability to influence stakeholders at all levels. 
• Communication: Excellent verbal and written communication skills, with the ability to clearly articulate product strategies, updates, and vision to both technical and non-technical stakeholders. 

Preferred Qualifications: 

• Experience with other communication platforms like Zendesk, Freshdesk, or Salesforce Service Cloud. 
• Knowledge of AI/Automation in customer service, including chatbots and intelligent routing systems. 
• Familiarity with product management tools (e.g., Jira, Confluence, Aha!). 
• Prior experience in a fast-paced, technology-driven organization with a focus on digital transformation in customer service. 

We're offering: 

• The chance to be part of a fast-growing and future-oriented startup: we are one of the biggest players in the solar business. 
• Help to make the world a bit better: we are all about green energy. 
• Work with the best in the industry and grow with us: there’s plenty of room for your ideas. 
• A hybrid work model, the ability to come to our Berlin office every now and then for in person discussions and events, or to be there all the time - you decide. 

At Enpal, we are proud of the diversity of our team. No decisions are made based on skin color, religion or religious belief, ethnic or national origin, nationality, gender identity, sexual orientation, disability, or age, either during recruitment or employment. We strongly encourage women, neurodivergent people, people of color, and LGBTQ(+) people to apply. Enpal stands for a safe workplace and takes action against discrimination and harassment of any kind.