.png)
Own the product and content standards area, enabling agent efficiency and customer satisfaction through immediate access to curated, centralized and reliable knowledge.
Key Responsibilities
Define the product vision, roadmap and standards for global knowledge management and content usage.
Enable faster and more reliable case resolution through curated knowledge, structured validation workflows and centralized content governance.
Shape requirements for AI-driven article recommendations, multilingual agent support, collaborative feedback and knowledge sharing capabilities.
Partner with business, service, content, training and technology stakeholders to ensure knowledge assets are accurate, usable and aligned with service expectations.
Define acceptance criteria, success metrics and operational processes for content quality, lifecycle management and continuous improvement.
Support rollout and adoption of product/content standards across markets and user groups.
Required Profile
Experience as a Product Manager, Product Owner or Knowledge Management Lead in customer service, CRM, after-sales support or digital service environments.
Strong understanding of knowledge management, content governance, content lifecycle processes and service enablement.
Ability to translate business and agent needs into clear product requirements and delivery priorities.
Experience working with AI-enabled recommendations or digital knowledge tools is an advantage.
Strong stakeholder management, structured thinking and communication skills.
Nice to Have
Experience with Salesforce or similar CRM platforms.
Experience in contact center environments, customer engagement platforms or after-sales support operations.
Knowledge of automotive industry processes, international rollout projects or multi-market standardization initiatives.
Benefits
Remote work
Food ticket
Health insurance
Training and access to certification vouchers
Work-life balance initiatives
Referral program
Birthday off
Give back day – enjoy a day to give back to society!