Senior Product Manager, Customer Experience Technology
Logitech · Cork, Ireland · hybrid
Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.
Hybrid role - 2 days per week min in the office. (Cork/London)
Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.
The Digital Office is a service-centric organization where our Business Capability Teams are directly accountable for the end-to-end business capabilities they enable.
We are looking for a Business Capability Owner (BCO) for our Consumer Customer Experience (CX) capability. In this role, you will be the strategic partner to our Global CX Business Unit, enabling the technology that supports millions of customer interactions across the globe.
You will be accountable for defining the strategic direction, roadmap and priorities for our CX technology ecosystem, covering self-service, agent tools and omnichannel support.
A critical requirement of this role is proven hands-on experience implementing and administering Zendesk. You will lead Zendesk implementation initiatives and own the ongoing administration, configuration and optimization of the platform, ensuring it meets the evolving needs of our global customer service operations.
Beyond platform administration, you will drive the strategic evolution and continuous improvement of our wider CX technology ecosystem. This includes assessing existing architecture, identifying opportunities for modernization, and developing a multi-year technology roadmap aligned with business objectives and future growth.
You will champion the integration of systems, explore emerging technologies such as AI and advanced analytics, and establish robust governance frameworks to support data integrity, security and operational excellence.
Ultimately, your leadership will ensure our CX technology is scalable, resilient and forward-looking, enabling Logitech to deliver world-class customer experiences at scale.
Your ContributionBe Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. Share our passion for Equality and the Environment. These are the behaviours and values you'll need for success at Logitech.
In this role, you will be responsible for:
- CX Strategy & Platform Vision: Define and own the 3–5 year roadmap for our B2C customer service technology, aligning platform investments and capabilities with global business priorities.
- Zendesk Implementation & Application Administration: Lead Zendesk implementation and enhancement initiatives, with hands-on responsibility for platform configuration, application administration, workflows, integrations and ongoing optimization. Ensure the platform is reliable, scalable and fit for purpose across global CX operations.
- Operational Alignment: Bridge the gap between technology and contact centre operations. Translate business goals, such as reducing Average Handle Time and increasing First Contact Resolution, into digital capabilities that improve the agent and customer experience.
- Backlog & Prioritization: Own and prioritize the CX capability backlog, balancing operational improvements with longer-term strategic investments. Identify opportunities to introduce AI-driven support, intelligent chatbots and advanced self-service capabilities.
- Business Value & ROI: Define and track the value of digital investments, demonstrating measurable improvements in CSAT, NPS, operational efficiency and customer satisfaction.
- Stakeholder Management: Act as a strategic advisor to the Head of Global CX and Operations Directors, representing business needs and ensuring technology decisions deliver meaningful operational outcomes.
- Technology Partnership: Collaborate closely with your Technology Lead (TL) partner to translate the strategic vision into scalable, secure and sustainable technical solutions.
- Continuous Improvement & Governance: Monitor platform performance, identify opportunities to improve processes and establish appropriate standards for data integrity, security, access and application governance.
Key QualificationsFor consideration, you must bring the following minimum skills and experiences to our team:
- Zendesk Implementation & Administration – Must have: Proven hands-on experience implementing, configuring and administering Zendesk within a customer service or support environment. You must have direct experience with application administration, workflows, platform configuration, integrations and ongoing optimization. This is a core requirement of the role.
- Strategic Leadership: Proven experience as a Product Manager, Service Delivery Manager, Business Capability Owner or Digital Transformation Lead within the Customer Service / Support domain.
- Operational DNA: Strong business acumen and a clear understanding of contact centre operations. Ideally, you will have previous experience in a customer service centre, for example as an Operations Manager, Supervisor or Process Lead, before moving into Digital, Product or Technology.
- CX Technology Transformation: A proven track record of leading digital transformation initiatives in a global CX environment, including scaling, upgrading or evolving enterprise-level technology platforms.
- B2C Scale: Experience working with high-volume B2C consumer models, ideally in retail, consumer electronics or FMCG. You understand the complexity of global warranties, returns (RMA) and technical troubleshooting.
- Stakeholder & Roadmap Management: Demonstrated ability to translate business requirements into a clear technology roadmap, prioritize competing demands and influence senior stakeholders across business and technology teams.
- Data-Driven Decision Making: Experience defining success metrics, assessing platform performance and using data to drive continuous improvement and demonstrate business value.
Preferred Qualifications- Additional Platform Expertise: Experience with other customer service platforms, such as Salesforce Service Cloud, Oracle Service or ServiceNow.
- AI & Automation: Experience implementing chatbots, AI-assisted agent tools, intelligent self-service solutions or knowledge management systems.
- Agile Methodologies: Certified Scrum Product Owner (CSPO) or a similar Agile certification.
- Consumer Electronics Support: Experience supporting hardware and software troubleshooting in a consumer electronics environment.
- Global Enterprise Environments: Experience managing technology capabilities across multiple regions, markets and customer service teams.
Working at LogitechAcross Logitech, we empower collaboration and foster play. We help teams collaborate and learn from anywhere, without compromising on productivity or continuity. Our hybrid work model allows employees to work remotely and onsite, depending on the needs of their roles and teams. For this position, you will be based in our Cork office and expected onsite at least two days per week.
Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. As a global company, we value diversity and celebrate our differences. Don't meet every single requirement? Not a problem. If you feel you are the right candidate for this opportunity, we strongly encourage you to apply. We want to meet you!
We offer comprehensive and competitive benefits packages and working environments designed to help you care for yourself and your loved ones, now and in the future. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing, so we can all create, achieve and enjoy more.
All qualified applicants will receive consideration for employment without regard to race, sex, age, colour, religion, sexual orientation, gender identity, national origin, protected veteran status or disability.
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