Senior Product Manager (Customer Experience Technology)

Location: Cork, Ireland; minimum two days per week in the office

Company

hirify.global develops consumer electronics and technology products and operates a global Digital Office supporting customer and business capabilities.

What you will do

• Define and manage the 3–5 year roadmap for B2C customer service technology, including self-service, agent tools, and omnichannel support.
• Translate contact center goals such as reducing Average Handle Time and increasing First Contact Resolution into digital features.
• Prioritize the capability backlog and evaluate AI-driven support, intelligent chatbots, and advanced self-service architectures.
• Assess existing CX architecture, identify modernization opportunities, and develop scalable, resilient technology solutions.
• Measure business value and ROI through metrics such as CSAT, NPS, and operational efficiency.
• Advise the Head of Global CX and Operations Directors while partnering with the Technology Lead on secure technical delivery.

Requirements

• Experience as a Product Manager, Service Delivery Manager, Business Capability Owner, or Digital Transformation Lead in customer service or support.
• Strong understanding of support center operations and agent workflows, ideally including previous customer service center experience.
• Experience leading large-scale digital transformations in a global customer experience environment.
• Experience supporting high-volume B2C consumer models, including warranties, returns, and technical troubleshooting.
• Knowledge of customer service platforms such as Zendesk, Salesforce Service Cloud, Oracle Service, or ServiceNow.

Nice to have

• Experience implementing chatbots, AI-assisted agent tools, or knowledge management systems.
• Certified Scrum Product Owner or similar Agile certification.
• Consumer electronics support experience across hardware and software troubleshooting.

Culture & Benefits

• Hybrid work model with flexibility varying by team and department.
• Inclusive culture focused on collaboration, openness, equality, and environmental responsibility.
• Comprehensive benefits packages that vary by location.
• Support for physical, financial, emotional, intellectual, and social wellbeing.