Job Description

Driven by the passion to improve quality of people’s lives, WSA continues to grow as a market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.

As Product Manager – CRM & Service, you will own the vision, roadmap and continuous improvement of Salesforce CRM solutions supporting Quality, Operations, R&D and global service processes. The role has a strong focus on case and complaint management, escalations, incident management and processes connected to distribution centers, manufacturing and reverse logistics.

You will act as the bridge between business, IT and global functions, translating business needs into scalable CRM solutions that improve service efficiency, consistency and operational performance. A key part of the role will be understanding what happens when a customer case, complaint or incident needs to be escalated and ensuring the right global teams and processes are connected.

This is a highly cross-functional global role, working closely with stakeholders across Quality, Operations, R&D, IT, Global Marketing and selected markets. You will report to a Senior Manager and work with both business stakeholders and technical teams, with decisions contributing to longer-term tactical and organizational goals.

What you will do

• Own the product vision, roadmap and continuous improvement of CRM and Service solutions.
• Translate business needs from Quality, Operations, R&D and other functions into scalable CRM solutions.
• Manage case management, complaint handling, incident management and escalation processes across global functions.
• Identify and prioritize business opportunities together with stakeholders and define clear use cases and success metrics.
• Lead process mapping and optimization, ensuring CRM solutions support efficient end-to-end business processes.
• Manage the product backlog for the CRM development team and align priorities with business and technical requirements.
• Drive change management, adoption and continuous improvement based on business impact and stakeholder feedback.
• Collaborate with global business and technical teams to ensure solutions deliver measurable value.

What you bring

Experience

• 5+ years of experience as a Product Manager, Business Analyst or in a similar role, ideally with Salesforce/CRM solutions.
• Experience with Service CRM, particularly case management, customer enquiries, complaint handling, incident management or case escalations.
• Experience working with business processes, including process mapping, optimization and translating business requirements into solutions.
• Experience managing products, roadmaps and/or backlogs in collaboration with technical development teams.
• Experience working across multiple business functions and global stakeholders.
• Salesforce experience is a strong advantage, particularly Salesforce Service; Salesforce certifications are a plus.
• Experience with Agile/Scrum ways of working is a plus.
• University degree in IT, Business or a related field.

Personal competencies

• Strong stakeholder management and communication skills, with the ability to work effectively across global functions.
• Ability to connect business needs with technology solutions and communicate effectively with both business and technical teams.
• Structured and analytical approach to complex processes, cases and escalations.
• Proactive problem-solver who can identify opportunities, challenge existing processes and drive improvements.
• Ability to build alignment across different stakeholders and turn diverse requirements into clear priorities.
• Strong ownership mindset with a focus on measurable business value and lasting impact.

Who we are

At WSA, we provide innovative hearing aids and hearing health services.

Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.

Sounds wonderful? We can't wait to hear from you.

WSA is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.