At a Glance
- Tasks: Lead the strategy for enhancing customer experience technology and drive impactful digital transformations.
- Company: Join Logitech, a global leader in tech with a focus on positive impact and inclusivity.
- Benefits: Enjoy flexible work options, competitive pay, and a culture that prioritises wellbeing.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Be at the forefront of innovation, shaping customer interactions on a global scale.
- Qualifications: Experience in product management and a strong understanding of customer service operations.
The predicted salary is between 56700 - 69300 £ per year.
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. Located out of our Cork Office - 2 days per week min in the office.
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 are accountable for the strategic "what" and "why" of the capability. You will manage the roadmap for self-service, agent tools, and omnichannel support. In this pivotal role, you will be the driving force behind the strategic evolution and continuous optimization of our entire Customer Experience (CX) technology ecosystem. This mandate extends beyond mere maintenance; it requires a visionary approach to ensure that our current technological landscape not only meets but also anticipates future organizational demands.
Your core responsibility will be to ensure maximum scalability, resilience, and adaptability across all CX platforms and tools. This involves a deep-dive assessment of existing architecture, identifying bottlenecks and areas for modernization, and developing a comprehensive, multi-year technology roadmap. This roadmap must be meticulously aligned with the overarching strategic objectives and anticipated growth trajectories of the business, ensuring our CX technology is a competitive differentiator rather than a constraint.
Furthermore, you will champion initiatives to integrate disparate systems, harness the power of emerging technologies (such as AI and advanced analytics) to personalize and streamline customer interactions, and establish robust governance frameworks for data integrity and security within the CX domain. Ultimately, your leadership will guarantee that our technology foundation is robust, forward-looking, and perfectly positioned to support the delivery of world-class customer experiences at scale.
Your Contribution: Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. Share our passion for Equality and the Environment. These are the behaviors and values you’ll need for success at Logitech.
In this role you will be responsible for:
- CX Strategy & Platform Vision: Define the 3-5 year roadmap for our B2C Service technology.
- Operational Alignment: Bridge the gap between technology and the contact center floor. You will translate high-level business goals (e.g., reducing Average Handle Time, increasing First Contact Resolution) into digital features that make agents' lives easier.
- Backlog & Prioritization: Own and prioritize the capability roadmap, strategically balancing operational excellence with the integration of next-generation CX technologies. You will ensure our stack remains future-proof by evaluating and implementing AI-driven support, intelligent chatbots, and advanced self-service architectures.
- Business Value & ROI: Define and track the business value of your digital investments. You are accountable for proving how technology improves CSAT, NPS, and Operational Efficiency.
- Stakeholder Management: Act as the primary advisor to the Head of Global CX and Operations Directors. You are the "voice of the business" within the Digital Office.
- Partnership: Collaborate relentlessly with your Technology Lead (TL) partner to ensure the strategic vision is translated into a scalable, secure technical solution.
Key Qualifications: For consideration, you must bring the following minimum skills and experiences to our team:
- Strategic Leadership: Proven experience as a Product Manager, Service Delivery Manager, BCO, or Digital Transformation Lead specifically within the Customer Service / Support domain.
- Operational DNA: You have strong business acumen regarding how a Support Center functions. Ideally, you have worked in a Customer Service Center in the past (e.g., as an Operations Manager, Supervisor, or Process Lead) before moving into Digital/Product. You understand the pressure agents face.
- Ecosystem Modernization: Proven track record of leading large-scale digital transformations within a global CX environment. You have experience navigating the complexities of scaling, upgrading, or evolving enterprise-level tech stacks to meet high-growth business demands.
- B2C Scale: Experience working with high-volume, B2C consumer models (Retail, Consumer Electronics, FMCG). You understand the complexity of global warranties, returns (RMA), and technical troubleshooting.
Preferred Qualifications:
- Platform Expertise: Deep knowledge of the Customer Service technology landscape (Zendesk, Salesforce Service Cloud, Oracle Service, ServiceNow).
- AI & Automation: Experience implementing chatbots, AI-assisted agent tools, or knowledge management systems.
- Certified Scrum Product Owner (CSPO) or similar Agile certification.
- Experience with Consumer Electronics support specifically (hardware + software troubleshooting).
Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.
Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!
We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families.
All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at +1-510-713-4866 for assistance and we will get back to you as soon as possible.
Senior Product Manager, Customer Experience Technology employer: Logitech
Logitech is an exceptional employer that champions a culture of inclusivity and collaboration, making it an ideal place for individuals seeking meaningful work in the tech industry. With a flexible hybrid work model and a commitment to employee wellbeing, Logitech offers comprehensive benefits that support physical, financial, and emotional health. The opportunity for professional growth is abundant, as employees are encouraged to innovate and contribute to global marketing strategies that resonate across diverse markets.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Product Manager, Customer Experience Technology
✨Join Product Management Meetups
Get involved in local product management meetups or workshops. These events are perfect for meeting industry folks, sharing ideas, and staying updated on trends. Plus, you never know who might be hiring—it's a fantastic way to make connections that could lead to a job at places like Logitech!
✨Show Off Your Product Sense
Create case studies or mini-projects showcasing your product management skills, and share them on platforms like Medium or LinkedIn. This not only puts your skills on display but also boosts your visibility in the product community. Imagine how impressed the hiring team at Logitech would be by your initiative!
✨Utilise Online Communities
Dive into online product management communities like Product Coalition or Mind the Product. Engage in discussions, ask questions, and share your insights. These platforms are goldmines for networking and finding hidden job opportunities—many companies often scout talent from within these circles.
✨Leverage Your University Network
If you’ve recently graduated or are still in uni, tap into your alumni network for connections in product management. Many universities have their own job boards and affinity resources to help graduates land roles. Don't forget to keep an eye out for job openings at Logitech through your school's career services!
We think you need these skills to ace Senior Product Manager, Customer Experience Technology
Some tips for your application 🫡
Show Off Your Product Passion:When applying for a product management role like Senior Product Manager, Customer Experience Technology, let your passion for developing products shine through in your cover letter. Share specific examples of products you've managed, how you solved user needs, and any successful outcomes you've achieved. This is your chance to showcase your understanding of the product lifecycle!
Highlight Your Cross-Functional Skills:Product management isn't just about understanding the product; it’s about collaborating with different teams! Make sure to emphasise your experience working with developers, designers, and marketers. Use your CV to showcase your ability to bridge gaps between these areas, and include relevant experiences that demonstrate your communication and leadership skills!
Include Your Metrics and Achievements:In a full-time product management application, data speaks volumes! Quantify your achievements wherever possible. Did you increase user retention by a certain percentage? Launch a product ahead of schedule? Include these metrics in your CV to paint a picture of your impact and effectiveness in previous roles.
Tailor Your CV to the Role:Make sure your CV is tailored for the Senior Product Manager, Customer Experience Technology position at Logitech. Use keywords from the job description and ensure your relevant experiences are front and centre. Highlight any certifications or relevant training you’ve completed that will make you stand out as a strong candidate for the role. And remember, we’re excited to see your application on our website!
How to prepare for a job interview at Logitech
✨Understand the Product Life Cycle
As a product management candidate, we need to get our head around the complete product life cycle. Be prepared to discuss real-world examples of how you’ve managed product development from ideation to launch. Bring specific insights on tools like JIRA or Trello that can help streamline these processes.
✨Showcase Your Cross-Functional Skills
Product management is all about collaboration. We should be ready to highlight how we’ve worked across teams—think marketing, engineering, and design. Prepare to discuss scenarios where you had to mediate differing opinions and how you got everyone on board with a shared vision.
✨Prepare for Case Studies
In a full-time role, we can expect to encounter case study questions during our interviews. Practise solving hypothetical product problems on the spot, such as prioritising features for a new app or improving user engagement metrics. This will show our analytical thinking and decision-making skills.
✨Know Your Metrics
Let’s face it, numbers are our best friends in product management. We should prepare to discuss key performance indicators (KPIs) and how we've used analytics to inform product decisions. Dive into examples where data has driven our strategy for improvements or justified product changes.
