Product Manager, CRM Service & AI

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 key 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. By leveraging Salesforce Service Cloud, AI technologies, and automation, you will contribute to transforming service operations and improving both customer and employee experiences.

You will be based in our office in Komorniki, Poland, alongside other Poland-based colleagues. Your manager will be based in Lynge, Denmark, and you will be part of a global CRM Service team supporting markets and functions across WSA.

What you will do

• Play an active role in shaping the product vision, roadmap, and strategy for AI-powered customer service solutions within Salesforce Service Cloud

• Translate business needs from Customer Service, Service Operations, and other stakeholders into scalable product requirements and prioritized initiatives

• Own and prioritize the product backlog - ensuring alignment between business objectives, customer needs, and technical feasibility

• In close collaboration with IT, lead the refinement, development, and implementation of AI capabilities including chatbots, intelligent automation, predictive case management, and self-service solutions

• Guide agile product teams through discovery, delivery, testing, and continuous improvement

• Own the business outcome of AI and automation initiatives, ensuring solutions deliver measurable value beyond technical implementation

• Use data, feedback, and performance insights to improve CRM processes, AI use cases, user experience, and business impact

• Collaborate with stakeholders and colleagues across Customer Service, Service Operations, IT, Marketing, external partners, and teams in Poland, Germany, India, and Singapore to deliver lasting business impact.

What you bring

Experience

• 5+ years of product management experience, preferably within customer service, service operations, CRM, or digital transformation environments

• Experience with Salesforce Service Cloud or comparable CRM platforms

• Demonstrated hands-on experience with AI-enabled service capabilities such as Agentforce, GenAI, chatbots, virtual assistants, intelligent automation, and AI-supported service processes

• Good understanding of customer service processes, case management, automation, knowledge management, and service workflows

• Strong ability to translate business needs into practical, scalable product and AI solutions

• Strong communication skills in English.

Personal competencies

• Experience working in agile environments, such as Scrum or SAFe, with roadmaps, backlogs, user stories, and delivery teams

• Strong stakeholder management skills and the ability to work across countries, functions, and seniority levels - in both technical and business contexts

• A structured, analytical, and proactive mindset, with the ability to navigate ambiguity, foster collaboration, take ownership, and getting things done.

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.