Product Manager (m/f/d) - Customer Service Ticketing System

What You Can Expect

About the Position

To strengthen our international customer service team, we are looking for an experienced Product Manager (m/f/d) with a holistic approach to implementing and optimizing our Microsoft Dynamics ticketing system across Europe.

In this key role, you will be responsible for the strategic development, operational management, and continuous optimization of the system. You will ensure that system configuration, processes, integrations, and vendor performance are aligned with business requirements. In close collaboration with internal stakeholders and external partners, you will drive process harmonization across countries, actively manage and optimize supplier relationships , and create measurable value for both customers and the organization.

Your Main Responsibilities

In Strategic Product Management:

• Define roadmap and priorities for the ticketing system
• Gather and analyze stakeholder and customer requirements to enhance system capabilities
• Monitor KPIs and metrics to measure system performance and user satisfaction
• Act as the central interface between business units, customer service, IT, and external partners to ensure alignment of system improvements with organizational goals

In Operational System Management:

• Manage the configuration, maintenance, and continuous optimization of the Microsoft Dynamics ticketing system
• Oversee process analysis, design, and optimization for customer service workflows
• Manage releases, updates and change requests
• Coordinate interfaces and integrations with other IT systems

What You Bring:

• Completed degree in IT, Business Informatics, Business Administration, or equivalent qualification
• At least 3 years of experience as a Product Manager, preferably in customer service or service management environments
• Experience in application support and development as well as in interface management
• Hands-on mentality with the ability to manage complex requirements and coordinate teams
• Confident appearance with strong communication and problem-solving skills
• Fluent in English , both written and spoken
• At least one additional European language is desirable