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Product Manager, Customer Experience

Sector Alarm GroupMadrid, Comunidad de Madrid, España

Hace más de 30 días

Descripción del trabajo

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Join Sector Alarm as a Product Manager for Customer Experience!

Location : Spain (Malaga or Madrid) | Norway (Oslo) - hybrid role

Department : Tech

About Sector Alarm

Sector Alarm is one of Europe’s leading safety providers, offering smart alarm solutions to over 680,000 households and small businesses across eight countries. Renowned for our premium products and high customer satisfaction, we are rapidly growing and evolving. Since our investment by private equity firm KKR in 2019, we have been undergoing a digital transformation—placing technology and data at the heart of our strategy . This role is a crucial part of that journey, where innovation and customer experience drive our success. To learn more about our Tech organization click here.

Role Overview : Your Day-to-Day

As a Product Manager for Customer Experience, you will shape the future of our customer interactions through our mobile app. Your mission is to create seamless self-service experiences, enhance AI-powered support, and elevate our mobile platform to be the ultimate one-stop-shop for our customers. You will collaborate closely with designers, engineers, and stakeholders to develop, launch, and iterate on features that ensure an outstanding customer experience. Expect a dynamic environment where problem-solving, user insights, and cutting-edge technology come together.

Key Responsibilities

Define and execute the product roadmap for customer care-related features within our mobile app.
Elevate our AI-powered in-app chat to provide efficient, frictionless customer support.
Ensure our mobile app maintains a 4.5+ star rating across all markets.
Expand self-service capabilities (e.g., booking service visits, replacing components) to minimize call center reliance.
Improve analytics and observability to enhance customer experience quality.
Utilize modern product discovery techniques to align business needs with user-centric solutions.
Collaborate with cross-functional teams to translate pain points into impactful solutions.
Own the product roadmap, ensuring timely delivery and alignment with business objectives.
Draft Product Requirement Documents (PRDs) detailing use cases, UI / UX design, and technical specs.
Lead product reviews and coordinate pilot launches with stakeholders.
Maintain the product backlog, craft clear user stories and lead refinement, planning, review sessions.

What We’re Looking For

5+ years of experience in product management, particularly with consumer-facing products.

Strong expertise in user-centered design principles and product discovery frameworks.

Bachelor’s degree in Engineering, Design, or a related technical field.

Nice-to-Haves

Background in a tech-driven company preferred.

Experience in AI-driven customer support solutions.

Background in the security or smart home industry.

MBA or Master’s in Management is a plus.

Hands-on experience in mobile app development and UX / UI best practices.

Familiarity with modern analytics tools and methodologies.

Fluency with Jira & Confluence (or equivalent software).

Experience tracking velocity and applying Agile best practices.

About The Recruitment Process

We will recruit on a rolling basis, so please do not hesitate to apply with a CV in English. A criminal record check will be requested for the successful candidate.

Ready to make an impact? See what our employees in Tech say about the culture at Sector Alarm :

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Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Security and Investigations

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