Job expirat
As Product Manager for Customer Service Platforms, you will develop completely new ways of customer service engagement models that will revolutionize the support interactions of our users. You will integrate existing communities, data bases and human interaction into one seamless customer service stream.
Therefore, you create a consistent help experience by leveraging and bridging crowd and automation with Avira's serive teams. Being the owner of the support eco-system you develop platforms, services and an infrastructure that
- foster interest,
- deliver dynamic help based on predictive algorithms,
- guide users through intuitive and automated problem solving steps,
- deliver highly effective support,
- pro-actively offer intriguing security and privacy education,
- integrate in to Avira's direct and indirect revenue streams,
- are perceived as a natural element in the UX of Avira's products and services.
Your succes is being meadured by establishing a famous place-to-be for security, safety and provacy topics on the internet. In a nutshell, you will invent a best-in-class service and community enironment.
You tasks:
- Define product vision, user and business requirements in close co-operation with the stakeholders.
- Monitor, identify and test new technologies and business models.
- Manage the product set by talking ownership of the associated backlogs - from concept through design and up to delivery.
- Work closely with the designated development teams and other contributors to deliver the roadmap using Agile methodologies.
- Make a top priority in marketing the managed products internally (regular reporting, showcase product performance) and externally (community, engagement and content growth).
Your profile:
- University degree (diploma or master)
- Minimum 3 years experience as a product manager, product owner, program or comparable position
- Created significant customer impact for an internation internet company
- Proven track record in service automation and crowdsourcing / community development
- Deep knowledge of best-in-class techniques in learning and development and in knowledge management
- Very high standard towards service quality, customer orientation and quality awareness
- Excellent in conveying complex information to private and corporate customers across all online and offline channels
- String conceptual and analytical skills and highly data driven decision taking
- Number literate and experienced with analytics tools (Google Analyticals, Adobe Site Catalyst)
- Passionate about technology and constantly connected to the news and breakthroughs
- Goal oriented, autonomous and structured working style
- Outstanding creativity
- Excellent English terminology and communication skills in spoken and written German or Romanian language skills are an advantage
- Willing to travel frequently (mainly Bucharest/Romania and Tettnang/Germany)
Located in Bucharest - Romania, Avira was founded in 2004 by a dynamic core of security experts who is committed to the following values: security ethics, professional attitude, open spirit, pride and respect. These principles are meant to stand at the base of any long term
collaboration and partnership that Avira Soft will undertake.
Avira Soft gathered a team of more than 50 dynamic professionals who are permanently collaborating with the experimented specialists of Avira GmbH , Germany. We are a dynamic and creative team and our purpose is to produce high quality software.
We also impose some requirements for our candidates: creativity, technical knowledge, team working capabilities and the ability to finish the job on time.
