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.
Join us in shaping the future of customer service through AI-powered experiences and intelligent CRM solutions. In this role, you will play a vital role in driving the product strategy and delivery of AI-enabled customer service capabilities, partnering with business and technology teams to create scalable, customer-centric solutions. You will play a key role in transforming service operations by leveraging Salesforce Service Cloud, AI technologies, and automation to improve both customer and employee experiences.
Drive the product vision, roadmap, and strategy for AI-powered customer service solutions within Salesforce Service Cloud.
Lead the development and implementation of AI capabilities, including chatbots, intelligent automation, predictive case management, and self-service solutions.
Translate business needs from Customer Service, Service Operations, and into scalable product requirements and prioritized initiatives.
Own and prioritize the product backlog, ensuring alignment between business objectives, customer needs, and technical feasibility.
Collaborate with cross-functional stakeholders across IT, Operations, , Marketing, and external partners to deliver impactful solutions.
Guide agile product development teams through discovery, delivery, testing, and continuous improvement activities.
Influence technical and architectural decisions related to CRM, AI, integrations, and customer experience platforms.
Drive change in a fast-paced, evolving environment, balancing strategic priorities with emerging opportunities.
Experience
• Bring 5–7+ years of Product Management experience, preferably within customer service, service operations, CRM, or digital transformation environments.
• Demonstrate hands-on experience delivering AI-enabled products and solutions within customer service or customer experience domains.
• Apply strong knowledge of Salesforce Service Cloud, including case management, omnichannel capabilities, routing, messaging, voice, workflows, and automation.
• Leverage experience implementing AI technologies such as chatbots, virtual assistants, intelligent workflows, or generative AI capabilities.
• Partner effectively with Service organizations to identify opportunities and improve customer journeys.
• Operate successfully in agile environments using Scrum, SAFe, or similar delivery frameworks.
• Manage complex stakeholder landscapes and influence decisions across business and technology functions.
• Navigate ambiguity and drive outcomes in highly dynamic, unstructured environments.
Personal competencies
• Demonstrate strong leadership and ownership with the ability to drive initiatives from concept to delivery.
• Communicate effectively with both technical and non-technical stakeholders across all organizational levels.
• Build trusted relationships and influence decisions through collaboration and stakeholder management.
• Think strategically while maintaining a strong focus on execution and business value.
• Solve complex problems through analytical thinking, curiosity, and a data-driven mindset.
• Adapt quickly to changing priorities and embrace opportunities in evolving environments.
• Show resilience, initiative, and a continuous improvement mindset.
• Foster collaboration and create alignment across diverse, cross-functional teams.
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.
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.
With truly differentiated brands like Widex, Signia, Rexton, Audio Service and Vibe, and with diverse assets across wholesale, retail, online, managed care and diagnostic solutions, we are active in over 130 markets. WSA employs 12,500+ people and is privately owned by the Tøpholm and Westermann families and the Lundbeck Foundation, as well as funds under the management of EQT. As a global leader, our ambition is to unlock human potential by making wonderful sound part of everyone’s life.
