Senior Product Manager, Customer Experience Technology

Overview

In this role you shape the 3–5 year CX technology roadmap and ensure scalable, secure, and future‑proof systems for Logitech’s global consumer support. You’ll partner with Global CX and the Digital Office to translate business goals into digital capabilities, optimize self-service and agent tools, and drive AI-enabled personalisation across omnichannel interactions. You will lead cross‑functional alignment, governance, and modernization efforts to deliver world‑class customer experiences at scale. This is a strategic, impact‑driven role at the intersection of business and technology.

Pay / Benefits

• hybrid work model
• remote work options
• flexible benefits
• wellbeing support
• care for yourself and loved ones
• competitive benefits package

Responsibilities

• Define and own the 3–5 year roadmap for the B2C Service technology
• Bridge technology strategy with the contact center operations and translate business goals into digital features
• Own backlog and prioritization to balance operational excellence with next‑gen CX tech
• Define and track business value and ROI for CX investments (CSAT, NPS, operational efficiency)
• Manage stakeholder relationships as the primary advisor to Head of Global CX and Operations Directors
• Collaborate with Technology Lead to translate vision into scalable, secure solutions
• Champion AI, intelligent chatbots, and advanced self-service architectures
• Establish governance for data integrity and security within CX
• Guide modernization and integration of disparate CX systems to support growth

Key requirements

• Strategic leadership in Customer Service / Support domains (PM, SDM, BCO, or Digital Transformation Lead)
• Experience with high‑volume, global CX environments and B2C models
• Proven track record of large‑scale digital transformations and ecosystem modernization
• Understanding of CX metrics and operational drivers (AT and FCR, CSAT, NPS)

• Collaboration and stakeholder management
• Strategic thinking with a hands‑on execution approach
• Customer‑centric mindset and ability to translate business goals into digital outcomes
• Zendesk
• Salesforce Service Cloud
• Oracle Service

…