Product Manager (CX)

TL;DR

Product Manager (CX): Leading the development of a proprietary customer support platform to optimize operational efficiency and customer experience with an accent on omnichannel support architecture and workflow automation. Focus on designing robust CX systems from scratch, integrating AI-driven automation, and scaling the platform for complex, multi-jurisdictional business needs.

Company

hirify.global is a global tech company developing end-to-end products for the Fintech, iGaming, and Marketing sectors with a team of 1,300 professionals across Europe.

What you will do

• Lead the end-to-end development and vision for a custom-built CX platform.
• Analyze and optimize internal workflows for CS, VIP, and Risk teams to drive operational efficiency.
• Partner with engineering and design to define technical roadmaps for high-concurrency, scalable systems.
• Implement data-driven feedback loops to track key CX metrics like response time, CSAT, and automation impact.
• Design the platform with a Product-as-a-Service mindset to support internal and potential B2B use cases.
• Manage organizational change and lead the transition from legacy tools to the new internal system.

Requirements

• 3+ years of experience in product management, specifically within the CX, CRM, or Contact Center (CCaaS) space.
• Demonstrated success in building and scaling complex systems from scratch.
• Deep understanding of omnichannel support flows, ticketing logic, and agent desktop optimization.
• Strong technical acumen with the ability to bridge business requirements and engineering implementation.
• Proven ability to translate business goals into granular technical specifications.
• Data-driven approach to solving operational friction and improving key performance indicators.

Nice to have

• Professional background in iGaming, FinTech, or online entertainment industries.
• Experience scaling software tools for multi-language and multi-brand environments.
• Expertise in implementing AI/LLM solutions for automated customer resolution.

Culture & Benefits

• Opportunity to work on a proprietary, best-in-class product rather than off-the-shelf software.
• Collaboration within a large-scale, international tech environment.
• Exposure to diverse, high-traffic industry sectors like Fintech and iGaming.
• Focus on innovation and rapid product delivery.